10.30 Coffee

11.00 Welcome and Introductions

11.10 Annual General Meeting of the BILD
Detailed agenda circulated separately to members.

11.50 Presentation from Anne McCulloch, Learning & Development Manager for First Choice Homes Oldham
 Training for First Choice Homes Oldham Customers

A promise was made to FCHO customers during the stock transfer process, ' All customers who have not previously had their own tenancy or have previuosly failed a tenancy will be encouraged to attend pre tenancy training'. Background into FCHO, how we approached the facilitation of this promise, progress to date, what the future holds.

12.30 Networking Lunch

13.30 BILD Update
A brief report on recent innovations and news from the BILD.

13.50 Presentation from Basar Ozerkayi, Organisational Development Manager - Customer Focus for One Connect Ltd
Embedding Customer Focused Culture at Lancashire County Council

The Organisational Development – Customer Focus team was set up in January'09 to create and embed Customer Focused culture within the Lancashire County Council. In order to achieve this objective, the team have developed and delivered various programmes, projects and initiatives. The presenter Basar Ozerkayi, OD Manager – Customer Focus, will be explain what has happened so far and what will happen at the next stage of his and his team's activities.

14.30 Presentation from Darren Hockley, Managing Director of DeltaNet Ltd

Demostration of E-Learning in Customer Service.
DeltaNet International partnered Lancashire County Council on the above project and, in this follow-on presentation, Darren Hockley, Managing Director of DeltaNet, will give a live demonstration of the e-learning solution.

15.10 Review of the Day.
Discussion session to consider the issues raised and to review the outcomes.

15.30 Close