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