The Citizen Community of Practice (CCCoP) will bring together service delivery practitioners with a passion for the development and delivery of more citizen-centric services in South Australia.
Global evidence suggests that a vibrant CCCoP will build our experience with creating citizen-centric service improvements by sharing tools, strategies and a helping hand when needed.
The CCCoP is designed to support and enable the “how” underneath SASP T32: Customer and client satisfaction with government services; and the High Performance Framework (HPF) particularly in relation to Characteristic 7, “High performing organisations are customer and citizen focused”. This follows on from the HPF event held March 2012, A focus on customer and citizen participation and partnerships where over 400 public sector employees attended.
The Canadian experience over 10 years strongly evidences the strategic role that an interactive community of practice plays in embedding cultural change and in facilitating drastically reduced cycle times for the communication and adoption of innovative service improvement initiatives from within Government and other jurisdictions.
The South Australian CCCoP will be launched by the Hon. Michael O’Brien M.P. Minister for the Public Sector who will set the scene and introduce key themes for executive, senior managers and frontline practitioners in service delivery and Peter Welling, Director of Service SA will be the facilitator of this Forum. Initial discussion will include the use of the Common Measurement Tool as well as other contemporary trends in customer satisfaction measures such as the net promoter score and ease of doing business measure.
Following this a number of facilitated CCCoP workgroups will commence with practitioners engaging collaboratively on the development and delivery of more citizen centric services in South Australia.
Objectives of the CCCoP
Elements of the CCCoP initially may include however, not limited to;
Speakers at this event included:
On 22 May 2012, the Hon Michael O’Brien MP, Minister for the Public Sector, introduced the second event of the High Performance Framework Seminar Series 2012, focusing on Characteristic Four:
With an audience of over 500 public sector delegates, this interactive event explored how innovation and continuous improvement are encouraged and enabled in public sector agencies. Erma Ranieri, Deputy Chief Executive, DMITRE, was the MC.
Our presenters and panellists addressed a number of questions including, but not limiting to:
How is innovation systemically pursued and evaluated throughout the organisation?
How do we develop a high performing innovative culture?
How is innovation rewarded particularly in a risk adverse culture?
How do leaders encourage and support individuals to be innovative and to learn?
How is across government collaboration encouraged?
How are business processes being evaluated to improve the performance and productivity of the organisation?
Presenters at this event included:
