MacKay Hannah

Managing complaints and customers in Scotland's public sector: how to get it right (online)


09:25  Chair's opening remarks
Judith Turner, Deputy Chief Ombudsman, Rail Ombudsman and Dispute Resolution Ombudsman

Session 1: Understanding what public services users and clients want

09:25  What do good service user relations look like?
Nicola Harvey, Chief Officer – Director Customer & Digital Services, City of Edinburgh Council

  • Transforming relations at pace with service user interests at the core of all plans
  • How tackling global pandemic at a local level has reforged the relationship between Council and citizens
  • Delivering digitally and real engagement: What do service users want

09:45  Re-establishing relationships - moving from transactional exchange to person-centred engagement
Rosemary Agnew, Scottish Public Services Ombudsman 

  • Public service providers and consumers in a reshaped world
  • Why we need to think about how we re-establish relationships between service users and producers
  • What does person-centred engagement mean?

10:00  What do consumers and service users think and want
Mark Diffley, Founder and Owner, Diffley Partnership 

  • What does the public really think about public services?
  • Service users and service delivery: Getting to what really matters
  • Experience versus perception in shaping opinion

10:15  Question and answer session

10:25  Comfort Break

Session 2: What to do when services go wrong

10:40  Consumer complaints and effective dispute design
Jane Williams, Senior Lecturer in Dispute Resolution, Queen Margaret University

  • Culture change in complaints handling: Welcoming complaints
  • The value of a participatory approach in complaints systems
  • Effective dispute design, what is it and how should you do it?

11:00  Promoting early intervention and proactive engagement with service users and clients  
Sarah Chisnall, Head of Scottish Policy and Public Affairs, Ombudsman Services
sarah_chisnall @OmbudServices

  • Understanding the benefits of early intervention and proactive engagement
  • What does early intervention look like and how should it be supported?
  • What do people value in early intervention, where and when is it appropriate?

11:20  What does good complaint handling look like?
Niki Maclean, Director, Scottish Public Services Ombudsman

  • What is best practice in complaints handling?
  • Driving organisational learning and improvement through complaints handling
  • Professionalising complaints handling and early accurate resolution

11:35  Question and answer session

11:35  Comfort Break

Session 3: What happens when it’s too late for prevention

11:50  Using effective mediation for resolution 
Graham Boyack, Director, Scottish Mediation  

  • What is mediation and how does it work?
  • When is mediation appropriate and why?
  • Adopting mediation practice and principles

12:10  Reputation, relationship breakdown and the media 
Andy Maciver, Director, Message Matters  
MessageTweet AKMaciver

  • The danger of complaints becoming grievances in the modern media age
  • What to do – and not do – when things go badly wrong
  • When you have a reputational crisis – start here  

12:30  Thinking about the legal dimension - care, conflict and consequences
Johanna Boyd, Barrister (England & Wales) and Associate, Brodies LLP
wee blue twitter birdBrodiesLLP

  • Reflecting on the potential legal implications of public services failure and complaints
  • Thinking structurally and strategically rather than episodically about services, service users and complaints
  • What’s the worst that can happen? Thinking and acting toward prevention rather than cure

12:50  Question and answer session

13:05  Chair's closing remarks
Judith Turner, Deputy Chief Ombudsman, Rail Ombudsman and Dispute Resolution Ombudsman

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Exceeded expectations. Very interesting and Informative - well done organisers. David Cameron was excellent. Informative, thought provoking and amusing. Excellent mix of topics. An excellent networking opportunity. Excellent - David Cameron was a hoot and really got the message across. Great range of diversity and experience. It was an ambitious programme but well directed. Donald Anderson was superb. It was great to hear from Fiona Carlisle at HMIE on the importance of the role.

Selection of Delegates,
School Business Managers 2011 Conference