- Complaint handling, excellence in public services and the value of consumers

Friday 4 December 2009, King James Thistle Hotel, Edinburgh

Keynote speaker: Jim Martin, Scottish Public Services Ombudsman

Chaired by: Frank McAveety MSP, Convener of the Public Petitions Committee

Also featuring: Emma Gray, Communications and Outreach Manager, Scottish Public Services Ombudsman; Simon Braunholtz, Managing Director, Ipsos MORI Scotland; Clare Brannigan, Computer Application Services Ltd; Carol Greer, Advisory Officer, Citizens Advice Scotland; Elinor Baines, Research and Communication Coordinator, Castle Rock
Edinvar Housing Association; Dr Nicola Millard, BT Customer Experience Futurologist; Robert Della-Salla, Head of Customer Services, London Borough of Hounslow

Complaints - whether resulting from poor service delivery or a failure to understand the evolving needs of consumers - are crucial drivers for change. How we treat those who complain, how we deal with their complaint and how we change what we do as a result, is essential to reshaping services that people want and value.

Hearing from the newly-appointed Scottish Public Services Ombudsman, Jim Martin, this conference will:

Outline the changing strategic priorities of the SPSO and the implications for service providers and complainants
Discuss the future of public services and their relationship with consumers and regulators
Explore the relationship between good complaint handling and the perpetual pursuit of excellence in service delivery
Consider how service providers - across the private, public and voluntary sectors - can learn from the Ombudsman's findings
Share examples of best practice in complaints handling
Underline the importance of valuing and resourcing complaint handling as much as the development and delivery of the service or product being supplied

Conference Background

A key conclusion of the Crerar Review was that the development of a fit-for-purpose complaints system would be an essential step toward reforming our public services. In May, the Scottish Parliament's Review of SPCB Supported Bodies Committee concluded, as recommended by the Sinclair Report, that the development and implementation of a new fit-for-purpose complaints system should be overseen by the Scottish Public Services Ombudsman.

This forms part of a wider proposed expansion to the functions and jurisdiction of the SPSO which would see the Ombudsman's office working with service providers to develop all public service complaints handling processes; facilitate a cross-sectoral network of best practice including training and promote recognised qualifications for complaints handlers. In addition, it is planned that the SPSO will absorb the current functions of the Scottish Prisons Complaints Commission and work with local government and the Care Commission to develop enhanced complaints systems for local government social care and social work services. The aim is to ensure the complaints landscape becomes simpler, standardized and more accessible to the general public.

To prepare to meet these challenges and to review its performance, the SPSO has undertaken two extensive surveys of recent complainants and service providers. Although responses indicated a generally high satisfaction rating, the SPSO has already drawn up an action plan to enhance its service delivery. In particular, it will focus on delivering better natural justice, quicker.

Supported by:

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Sponsored by CAS Limited:

If you have any queries regarding the conference or would like find out more information, please email mbellamy@mackayhannah.com

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Private Sector and Government Rate - £270.00 + VAT
private sector, central government and agencies
Public Sector Rate - £235.00 + VAT
local authorities, NHS, registered charities with income greater than £1M, trade unions
Reduced Rate - £190.00 + VAT
registered charities with income less than £1M, third sector organisations, academics and community organisations
Supported Rate - £120.00 + VAT
registered charities with income less than £1M, third sector organisations, academics and community organisations
Conference Papers Only - £75.00 + VAT