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Articles by James Swaffield
Modernising workforce development for sustainable educational excellence
Workforce development is a critical aspect of ensuring high-quality education. The recent findings from EPI’s interactive benchmarking tool shed light on the dynamics within Multi-Academy Trusts (MATs) and their impact on teacher turnover, financial management, and pupil outcomes.
International Women’s Day 2024: The reality of what women carry
The women who paved the way for us dared to envision a 2024 where gender equality would not be a battle, but a victory universally celebrated. However, in a world challenged by climate crises, conflict and political unrest, the burden on women remains heavy. Today, 122 million girls globally are out of school and 1 in 3 women worldwide have been the victim of physical violence.
Welcome to reality: the actual cost of virtual care
With the significant risk of over seven million people on waiting lists for treatment, the NHS has rightly been examining more efficient and innovative ways to operate to clear the backlogs while also offering better patient outcomes. One of the solutions that’s been prominent has been the use of virtual care, with many trials underway. Recently however, the concept has come under scrutiny.
Improving trust should be a priority for the energy sector
Trust is crucial in any relationship – and it’s at a low point between some customers and their energy providers. But if providers focused on renewing this trust, it would go a long way to helping them to deliver on their promises to customers. The cost-of-living crisis has fuelled a sharp increase in fuel poverty, with many customers asking for help on topics ranging from bills rising beyond affordability and energy debt, to problems with billing and customer service.
Taking the next step for customer-centricity in travel and leisure
In recent years, there have been huge strides in customer experience within the travel and leisure industry – and it is only by carrying on down this route that the sector will continue to recover and move into a prosperous future. As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher.
Taking the next step for customer-centricity in travel and leisure
As interactions within the travel and leisure industry become increasingly digital, customers’ expectations of smart and sophisticated experiences are rising higher. Today’s travel consumers demand personalisation, effortless self-service and immediacy – and their changing behaviours are impacting the customer journey itself.
Retail customers are shifting from experience to participation and ownership
The days of the passive retail consumer is over. Today, they’re seeking a much deeper involvement in their purchasing journey – and the brands who can give them this are the ones with whom they will choose to shop. The retail industry has just experienced a watershed couple of years, defined by unprecedented changes and brought on in part by the pandemic – high inflation, rising energy prices, the cost-of-living crisis and ongoing geopolitical uncertainty.
Six ways the consumer electronics industry can prioritise connectivity
By focusing on seamlessly connecting all parts of the customer journey, brands in the consumer electronics sector can succeed in the face of economic challenges and rising expectations. With shifting consumer mindsets, hybrid retail behaviours, rising service expectations and new business models, the consumer electronics landscape is dynamic and evolving.
The CX issues telcos must address to cut the digital divide
5G and gigabit broadband are rapidly transforming how we live, work and play – but there’s a risk that some customers will be left behind. Being able to provide equality of service to all is one of the most crucial challenges that today’s telecoms providers need to face up to. Telco service providers are a critical part of our infrastructure, supporting our connected lives and enabling digital services that underpin the economy.
Why demanding customers are providing a stimulus for change in the media industry
Today’s media consumer is focused on getting the entertainment and services that they desire and demands that they get it – with no compromises. But rather than being harder to please, serving people who know what they want means that media companies can more easily identify how to give them exactly that. Recent years have seen an acceleration in the digitalisation of the media industry.
Make complaining customers your greatest allies
As the number of people travelling returns closer to normal, customer complaints are also on the rise. But a dissatisfied customer can be a catalyst for businesses to make far-reaching improvements. The latest UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Services, published in January 2023, showed evidence that the trend for improved complaint handling, alongside more customers experiencing a problem with an organisation, has continued.
Breaking crisis cycles in health and social care
In 2021, the government pledged significant funding to develop the adult social care workforce in its People at the Heart of Care whitepaper. However, in 2023 the government confirmed that the proposed £500m, which was to be used to improve training and qualifications, and help people feel recognised and valued, has now been halved.
Is Government’s plan enough to truely ‘put people at the heart of care’?
This week, the Department of Health and Social Care published ‘Next steps to put People at the Heart of Care’. The update has left many in the sector feeling frustrated and disappointed, particularly with £600m of £1.7bn of funding for improvement programmes between now and 2025 being held back.
Why children with SEND should be a priority for ICSs
The needs of children must be embedded in the work of integrated care systems, with particular focus required on young people with special educational needs or disabilities, writes James Swaffield This is paid-for content from our commercial partners. Find out more Since 2019 the Department for Education has been undertaking a major review into support for children with special educational needs and disabilities (SEND), in collaboration with the Department of Health and Social Care.
Why children with SEND should be a priority for ICSs
The needs of children must be embedded in the work of integrated care systems, with particular focus required on young people with special educational needs or disabilities, writes James Swaffield This is paid-for content from our commercial partners. Find out more Since 2019 the Department for Education has been undertaking a major review into support for children with special educational needs and disabilities (SEND), in collaboration with the Department of Health and Social Care.
IMPOWER offers a free covid-19 staff tracker
IMPOWER has developed a free to use staff tracker to track staff availability and absences during covid-19, says James Swaffield Covid-19 presents an immediate resourcing challenge to the NHS and public sector organisations. With a substantial number of staff members unable to work because they are self-isolating, displaying symptoms or have tested positive for the virus, monitoring staff availability during the pandemic is more important than ever.
3 tips for applying behavioural science to public services messages
The Government’s response to the Covid-19 pandemic has brought behavioural science into the spotlight again, with sometimes negative opinions aired in the press on the ethics and effectiveness of its use. Our view, based on a decade of experience, is that it has a valuable role in public services messaging, but a general approach will not work – it needs to be adapted to the current context. This is why we talk about ‘applied behavioural science’ rather than just ‘behavioural science’.
Tactics to support the health workforce
We’ve been supporting a range of health and care systems to plan their response to Covid-19, and what is particularly striking is that a crisis really can bring out the best in humankind. It is a privilege to work alongside people who are working so effectively despite the enormous pressure they are under. It is also clear that the health and care systems are radically and rapidly changing.
The week the crisis changed for local government
A tipping point was reached this week across the wide range of councils we are working with, and the way the crisis is perceived has changed significantly. There are three common themes to this: From health to community The health impacts of the crisis are obviously huge, but the wider community impacts are becoming ever more significant.
Covid-19 Staff Tracker – new tool for public sector | IMPOWER
IMPOWER has developed a staff tracker to track staff availability and absences during Covid-19. This tool is free to use, and aimed at public sector organisations who may find it helpful. IMPOWER accepts no responsibility for its use by such organisations or third parties.
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