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Improving government communication with their customers

Wednesday, 13 January 2010
Chair - Professor Helen Margetts, Oxford Internet Institute

  • Sir Leigh Lewis
, Permanent Secretary, Department for Work and Pensions
  • Christopher Exeter, Head of Policy, Design Council
  • Professor Patrick Dunleavy, LSE Public Policy Group,
  • Sir Michael Bichard, Executive Director, Institute for Government
  • Overview

    • Sir Leigh Lewis will begin the seminar by discussing the recent progress that DWP has made in improving its customer communications and the benefits that have been realized as a result. He will also look at the challenges that government faces in relating to customers as the range of channels for these communications expands.
    • Christopher Exeter will then discuss integrated 'service design' in the UK and outline work that the Design Council has been involved in working with public sector organisations on how the design of public services can be improved.
    • Patrick Dunleavy will outline the new LSE/Oxford Internet Institute checklists for paper, phone and online forms and Sir Michael Bichard will outline the Institute for Government perspective.

    This event marks the launch of an online toolkit for government departments helping them to identify ways of improving online forms, phone scripts and paper forms, making them more understandable and accessible for their customers. The toolkit was developed from research work undertaken by PPG and OII on behalf of the National Audit Office.  

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