Free Thinking 2 – people need training to be as ‘human’ as bots
Release Date: 06/23/2019
Could a digital approach solve care managers' and providers’ problems with medicines support?
talking local government
Damian Nolan (Halton BC) and Jane Hancer (CC2i) explain the problems of administering meds and describe a new collaboration by councils to find a digital solution.
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Councils collaborate to explore digital potential in administration of new Liberty Protection Safeguards
talking local government
Jane Hancer (CC2i) and Damian Nolan (Halton BC) describe how a five-council collaboration supported by the LGA and match-funded NHS Digital will deliver via the Social Care Innovation Accelerator
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WM ADASS: immersive data presentation will change health & care commissioning
talking local government
The Bridge - Shropshire Council’s immersive approach to presenting local data - is set to transform council and NHS commissioning
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‘It's never gone this well!’ – council service teams on building their own IT
talking local government
Kate Hurr, Digital Manager at Cumbria County Council, describes colleagues’ enthusiasm for creating digital services in-house.
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Transformation done right is ‘with’ and not ‘to’ says LB Havering team
talking local government
Chief Operating Officer Jane West and transformation lead Susie Faulkner describe a process designed to bring staff and residents along with change.
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Counter Measures No4 - how a trusted member of staff committed a £2.1m fraud and what LB Barnet did next
talking local government
Clair Green, Director of Assurance at London Borough of Barnet tells Rachael Tiffen, Director Local Government at CIFAS, about an unprecedented fraud
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Planning across place is key to tackling challenges of ageing populations
talking local government
Andy Begley, Director of Adults, Public Health & Housing at Shropshire and Mark Barrow, Director of Place, explain the Council's ‘whole system’ response to an ageing population.
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Doteveryone on regulating for responsible technology
talking local government
Director of Policy Catherine Miller describes how the thinktank is working with regulators across all sectors on measures to counter harmful effects on society of recent and rapid digital change.
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Counter Measures No3 - Durham's anti fraud team recovers £4.5m since 2015
talking local government
Paul Bradley, Durham's Chief Internal Auditor, tells Rachael Tiffen of Cifas how Durham Council’s highly successful counter fraud programme has gone from £0 - £4.5m in five years..
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West Midlands Workforce Alliance creates "safe space" for challenging health and social care discussions
talking local government
Professor Robin Miller (University of Birmingham) and Pete Jackson (WM ADASS) tell Vicky Sargent about a new collaboration and some surprisingly upbeat outcomes.
info_outlineStaff picking up enquiries handed off from Monty, the Monmouthshire Council website chatbot, have needed training to ensure they put aside council speak and adopt the simple, text-friendly language these machines have learned to use.
This was one of many interesting nuggets of information to emerge from the discussion stimulated by Monmouthshire’s decision to open up a new customer service channel that allows customers to submit queries into the council website as text and receive automated answers rather than having to use navigation or search to get there. Some users clearly don’t realise they are ‘talking’ to a machine.
Many of the issues raised whenever ‘bots’ are discussed arise in this conversation: the threat to jobs, the benefits of freeing staff from answering questions like 'when's my bin day?' to handle more important and complex enquiries, instances when users prefer the anonymity of speaking to a machine, and the return on investment in this technology.
Our panel agree that text and voice-based interaction is moving ahead rapidly for all customer-facing organisations and public services are no exception. Integration with existing systems is the big challenge.
This programme is part of the Free Thinking series produced by CLGdotTV in association with Paul Tonks founding director of Tailor Made Projects Limited