Local Government, ESG 18

Local Government ESG 18 took a fresh look at the five year transformation programme of Herts CC has undertaken to become a more customer-centric organisation, as well as improving access to and the efficiency of services. The group discussed in depth this case study of leading practice and shared views of the real success factors of such transformation programmes. A key observation made was the working practices and attitudes of middle management can be the most difficult hurdle to overcome in change. The second part of the ESG centred on a discussion with SAP, on the future of technology and its role in underpinning innovation for better outcomes. A lively and stimulating debate ensued, revealing two fundamentally different visions of how technology and local services will evolve – a conversation that will continue in future network ESGs.