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Author: Louise Downe
Publisher: BIS Publishers
ISBN: 9789063695439
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Author: Louise Downe
Publisher: BIS Publishers
ISBN: 9789063695439
Category : Business & Economics
Languages : en
Pages : 0
Get Book Here
Book Description
Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Author: Jane Millar
Publisher: Policy Press
ISBN: 9781847421869
Category : Political Science
Languages : en
Pages : 348
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Book Description
The second edition of this important text reviews policy developments since 1997. The chapters have been extensively updated and there are new chapters on social security reform, inequalities and social security, and the new 'welfare market'.
Author:
Publisher:
ISBN:
Category : Public welfare
Languages : en
Pages : 54
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Book Description
Author: Great Britain. Parliament. House of Commons. Work and Pensions Committee
Publisher: The Stationery Office
ISBN: 9780215528933
Category : Business & Economics
Languages : en
Pages : 188
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Book Description
Incorporating HC 1129-i and ii, session 2007-08 .
Author:
Publisher:
ISBN:
Category : Administrative agencies
Languages : en
Pages : 28
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Book Description
Author: Collier
Publisher: McGraw-Hill Education (UK)
ISBN: 033523111X
Category : Business & Economics
Languages : en
Pages : 162
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Book Description
This book gives practical advice on how organizations delivering a service to the public can meet the needs of different groups of people. Using examples from the private, public and voluntary sectors, Rohan Collier explains how to develop and implement equalities policies which effect real change.
Author: Mary Costello
Publisher:
ISBN:
Category : Occupational training
Languages : en
Pages : 134
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Book Description
Author: van Berkel, Rik
Publisher: Policy Press
ISBN: 1847422314
Category : Political Science
Languages : en
Pages : 297
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Book Description
Public social services are increasingly being individualised in order to better meet the differentiated needs of competent and independent citizens and to promote the effectiveness of social interventions. This book addresses this development, focusing on a new type of social services that has become crucial in the 'modernisation' of welfare states: activation services. The book discusses and analyses the individualisation of activation services against the background of social policy reforms on the one hand, and the introduction of new forms of public governance on the other. Critically discussing the rise of individualised social services in the light of various theoretical points of view, it analyses the way in which activation and the 'active subject' are presented in EU discourse. It compares the introduction of individualised activation services in five EU welfare states: the UK, Germany, Italy, Finland and the Czech Republic, focusing on official policies as well as policy practices. The book provides original insights into the phenomenon of the individualised provision of activation services. It is useful reading for policy makers as well as for students and researchers of welfare states, social policies and public governance.
Author: Great Britain: National Audit Office
Publisher: The Stationery Office
ISBN: 0102937184
Category : Political Science
Languages : en
Pages : 88
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Book Description
This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent £190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300,000 e-mails, 30,000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out £112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.
Author: Great Britain: National Audit Office
Publisher: The Stationery Office
ISBN: 9780102952964
Category : Law
Languages : en
Pages : 92
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Book Description
The Home Office has been effective at raising the profile of domestic violence and alcohol related crime and encouraging local action to address these issues. Such action is likely to have made some contribution to the overall fall in levels of violent crime. It has not yet managed to address successfully barriers which are reducing the effectiveness of crime prevention activities at a local level and which have been raised in previous reports by the National Audit Office and the Committee of Public Accounts. However, the Home Office has made some progress in addressing these barriers. The persistence of these barriers means that good practice has not been extended from small initiatives, and Crime and Disorder Reduction Partnerships have not been able to take a long-term, strategic approach to tackling violent crime. There are a number of NAO recommendations.
