|
领导学essay范文——市议会数位策略评估，本文是一篇留学生领导学专业的Essay写作格式参考范文。在任务一中，介绍了索利赫尔MBC的当前职位，本报告将讨论该职位和发现的障碍，并讨论不实施变革的重要性和后果。Solihull Metropolitan Borough Council的数字化雄心在其数字化战略中得到了体现，其中数字化转型计划已经开始对内部和外部的服务进行转型，其愿景是为企业、居民、游客和员工提供数字化的方式。将设计适当的流程，使其能够数字化交付。我们鼓励客户在理事会开设网上账户。关键系统将被识别，并将与企业客户关系管理系统集成。以下是领导学essay范例写作的全部内容，是一篇符合国外大学Essay写作格式要求的范文，供参考。
Introduction引言 In assignment one the current position of Solihull MBC was presented and this report will discuss the position and the barriers found and also discuss the importance and consequences of not implementing changes. The digital ambitions of Solihull Metropolitan Borough Council are set out in its Digital Strategy whereby a digital transformation programme has been started to transform services both internally and externally, the vision is to engage in a digital way for businesses, residents, visitors and staff. Appropriate processes will be designed so they can be delivered digitally. Customers will be encouraged to create online accounts with the Council. Critical systems will be identified and will integrate with the corporate customer relationship management system. The findings from assignment one include作业一的发现包括 Lack of funding available to the Council, the UK economy and how this has an impact as being tax funded it depends on a well performing UK economy and funding from the Government. Information governance and security worries Collaboration of data across partners to support communities and individuals Poor integrated legacy systems throughout the Council that mean more staff time is spent to access and deal with customers. Staff training to implement and use systems. The Council needs to consider these barriers when setting out its approach to delivering the digital strategy which will contribute to delivering value and managing demand. They need to utilise technology to enable customers to be more self reliant and redesign services to improve the customer experience and save money. Discussion analysis of the situation and recommended improvements and impacts said improvements will have from the business and/or customer/employee perspective The current situation at Solihull MBC like many other local authorities is the reduction in funding available and the economic downturn has a direct effect on Council services as more residents face redundancy or reduction in working hours which can lead to rent and council tax arrears as they would have less disposable income, this all adds pressure on the Council not only in collection of income but also on the demand for help and advice. The Council needs to invest in a digital transformation programme to utilise technology as this will improve the customer experience and save money as less staff will be required to deal with customer enquiries. 与其他地方政府一样，索利赫尔MBC目前的情况是可用资金的减少，经济衰退对市政服务产生了直接影响，因为更多的居民面临裁员或工作时间的减少，这可能导致租金和市政税的拖欠，因为他们的可支配收入会减少，这一切都增加了市政当局的压力，不仅在征收收入方面，而且在寻求帮助和建议方面。社联需要投资推行数码转型计划，利用科技，以改善客户体验，并节省资金，因为处理客户查询所需的人手将会减少。 As reported on the local government website Central Government funding has been cut by 40 per cent over the period of this parliament and according to the Institute of Fiscal studies this will continue until 2020. To overcome this challenge the Council must transform the way they deliver services by redesigning and reorganizing. An important part of this is using technological innovations to offer better management of demand, more reliable and efficient ways of delivering routine transactions and a greater use of shared data. The aim for the Council is to improve outcomes for customers and realise financial savings. With the budget cuts Councils are looking for new innovative ways to deliver services to improve quality at reduce costs, Forest Hill District Council and St Edmundsbury Borough Council saved £300.000 annually through better use of geographical data for reporting streetcare issues more effectively and Surry Council Council piloted the early stages of technology to track potholes using motion sensors on mobile phones.
It was also identified that a barrier is that not one system has a single view of the customer and so customers may have to give their details several times or have several login’s to accommodate the different silo legacy systems that exist throughout the Council. By joining up systems in the different parts of the Council will enhance the customer experience, and free up staff to focus on helping customers with more complex needs. Knowing what customers are contacting the Council about will help towards reducing demand and these analytics will identify what services are creating the most contact and so can be analysed to find the root cause of reoccurring issues. 还发现了一个障碍，即没有一个系统具有客户的单一视图，因此客户可能需要多次提供他们的详细信息，或者需要多次登录，以适应整个理事会中存在的不同竖井遗留系统。通过整合社联不同部门的系统，可提升客户体验，并可让员工腾出时间，专注于帮助有更复杂需求的客户。了解哪些客户与委员会联系将有助于减少需求，这些分析将确定哪些服务创造了最多的联系，从而可以分析找出问题反复发生的根本原因。 The Council must look at its staff as they need to transform by thinking and acting differently, digital is no longer an enhancement or something that supports a traditional method of doing things. It transforms, it innovates, it displaces and it transforms (Aronson, P). The council must acknowledge that not all staff and customers will have the skills and confidence to use the new technology, digital skills will need to be identified and developed, as more straightforward customer enquiries are moved to the digital channel customer services need to be aware that there staff will only be dealing with the more complex difficult enquires and likely to be less staff and these will need to be multi skilled, problem solvers with excellent soft personable skills. As digital technologies become and increasing part of everyones daily lives it is essential that the Council exploit the potential, but there must be an awareness of staff and customers who are unable or unwilling to use the technology. The impact of demographic changes also has to be considered, Solihull has an aging population compared to other local authorities which will have a financial impact to offer the older adults help and support. There is a minority of people who cannot or do not wish to embrace technology and digital access to services. The Council cannot ignore or neglect these customers included in the vision is an assisted digital approach for those who self serve is not an option. An ONS survey published in February 2014, found that 6.7 million adults (13 per cent of the UK), over half were disabled, had never used the internet. 人口变化的影响也必须考虑到，与其他地方政府相比，索利赫尔的人口老龄化将产生财政影响，为老年人提供帮助和支持。有少数人不能或不希望接受技术和数字服务。委员会不能忽视或忽视这些客户的愿景，包括辅助数字方法，为那些自助服务不是一个选项。英国国家统计局2014年2月发布的一项调查发现，670万成年人(占英国的13%)从未使用过互联网，其中超过一半是残疾人。 Conclusion Summary of how the business situation will change with the implementation of recommendations and what impacts this will have on the organisation总结随着建议的实施，业务情况将如何变化，以及这将对组织产生什么影响 As reported in the (Council Plan) effective financial planning is a key strength in Solihull by rising to the challenges presented by steep reductions in government funding with sustained and growing demand for our services. This has been done by managing demand, reducing costs and harnessing the potential of technology to improve systems and processes to enable customers to be more self reliant and redesign services in ways that improve customer experience and save money. Due to the changes in customers needs and expectations this gives Solihull a significant demand pressure which is driven by changes to lifestyles, demographics and the growth of new technologies as well as the year on year reduction in funding, the Council needs to use cost benefit analysis to determine the most appropriate solutions this may be developing in house solutions or buy in solutions To deliver a digital transformation programme funding needs to be allocated either from using capital funding or by bidding for government grants that are made available for digital innovation projects, this would require a business case being done. To identify the requirements of the suitable technology will require the Council investing in resources that includes funding not only for the right technology but also for the right people and the right training for staff. 要实施数字转型计划，资金需要通过使用资本资金或通过竞标政府为数字创新项目提供的拨款来分配，这将需要完成一个商业案例。为确定适当技术的要求，理事会将需要对资源进行投资，其中不仅包括为适当的技术提供资金，而且也包括为适当的人员和对工作人员的适当培训提供资金。 (A singleton, civica) suggests that local authorities should start to look at IT suppliers as partners to work with in collaboration to deliver the vision and aims for the future, technology partners could support with strategies to generate income. They could work to devise innovative technology to increase the councils income without the need to reduce staff. The digital transformation programme must include integrating key systems as this will improve performance and productivity by reducing the risk of errors and staff time spent logging into different systems and re-keying information. This would encourage customers to self-serve by logging their own requests but also it would keep them informed of its progress. The integration of social media channels such as facebook, twitter and live chat should be considered as this is currently managed outside of the corporate customer relationship management system and so more resources needed to deal with these enquires. When new back office systems are procured the digital capabilities should include the potential to integrate now or in the future with the corporate customer relationship management system to avoid outdated silo systems staying as a barrier. Digital transformation must start with the Chief Executive as there needs to be a culture and appetite for the new ways of working and embed being a digital organization. To keep momentum going as the council are very often bad at making digital things happen as they are very risk adverse, they should make a few small quick wins, rather than trying to do everything in one go When developing a team to deliver integration it should include staff that have a clear understanding of existing systems and processes. Existing processes most likely will need to be redesigned in a digital way and the technology is developed to support the delivery of the process, processes should not change just to use new technology. This must include the customers experience and journey. Any initiatives to transform the Council needs new thinking from the leadership, to apply new technologies and increase the use of digital tools a highly focused approach is required The speed at which technology has and is changing, the access customers have to the internet on numerous devices creates pressures for the Council to meet the way customers want and expect to engage with the Council. The development of technology gives more opportunities for the council to communicate and engage with its customers and gather data which gives a better understanding of customer behavior to enable the Council to use this knowledge to make informed decisions to prioritise investment and improvements required. It also brings challenges as customers expect services to be available 24 hours a day and 365 days a year, this can be difficult to manage and maintain along with providing an excellent customer experience. Expand on staff to develop skills Providing an excellent customer experience is a challenge especially when there is no personal interaction, companies like Amazon have completely changed the customer experience and expectations, customers expect convenient, simple and immediate responses to requests and questions. As part of the Councils Digital Strategy is to support the rollout of superfast broadband across the Borough as this is shown to have a positive impact on social and economic factors such as social inclusion and employment. (Evangelista) argues that the mere accessibility to ICT facilities is only a pre-condiition for moving towards a digitalised society, while the level and the quality in the use of these technologies, play a much more important role. They conclude that digitalisation may drive productivity and employment growth and may effectively contribute to bridge the gap between the most favoured and the disadvantaged parts of the population 作为理事会数字战略的一部分，支持在整个自治市推出超高速宽带，因为这被证明对社会包容和就业等社会和经济因素有积极的影响。(Evangelista)认为，对ICT设施的无障碍仅仅是迈向数字化社会的先决条件，而使用这些技术的水平和质量发挥着更重要的作用。他们得出的结论是，数字化可能会推动生产率和就业增长，并可能有效地弥合最受青睐和弱势群体之间的差距。 References参考文献 留学生Essay相关专业范文素材资料，尽在本网，可以随时查阅参考。本站也提供多国留学生课程作业写作指导服务，如有需要可以咨询本平台。 |
 |
|||
| 网站地图 |
