7 th feb 2012
DESCRIPTION
7 th Feb 2012. Examples. Savings through Channel Shift Improved service – web and call centre Satisfaction – Localism / Collaboration. Who is this guy?. Who is this guy?. This may be a bit of a curve ball I don’t work in government Publish data on the web Work in the private sector - PowerPoint PPT PresentationTRANSCRIPT
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Mike Saunt
7th Feb 2012
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Examples
• Savings through Channel Shift
• Improved service – web and call centre
• Satisfaction – Localism / Collaboration
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Who is this guy?
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www.astuntechnology.com
Who is this guy?
• This may be a bit of a curve ball
• I don’t work in government
• Publish data on the web
• Work in the private sectorfor Councils and the Police
(that’s me on the left)
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Best example of Channel Shift...
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Best example of Channel Shift
Hands up!
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Savings through reduced calls...
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Savings through reduced calls?• This is well known but...
• Three channels for customer contact
• Face to Face - average of over £7 per contact
• Telephone Enquiry - average of around £4 per contact
• Web site - average of about £0.27 per contact
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Savings through reduced calls?• Won a 2010 National eGovernment Award
• Effective marketing and take up
• History 2008 onwards• Common enquiry regarding Refuse and Recycling• Changed from single to multi collections
• General Waste• Recycling• Garden Waste
• Received grants for Recycling promotion• Every piece of printed literature had web address
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Savings through reduced calls?
• Originally only available via ‘My South Tyneside’
My South Tyneside
• Email Alerts for day alterations i.e. Bank Holidays, Snow etc
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• March 2008 -> Jan 2009
Why does this save money?
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• April 2008
Why does this save money?
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• May 2008
Why does this save money?
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• June 2008
Why does this save money?
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• July 2008
Why does this save money?
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• August 2008
Why does this save money?
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• September 2008
Why does this save money?
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• October 2008
Why does this save money?
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• November 2008
Introduced REFUSE / RECYCLING
Why does this save money?
Refuse & Recycling dates available online
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• December 2008
Why does this save money?
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• January 2009
Why does this save money?
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• February 2009
Constantly 1500 or more LESS calls
Why does this save money?
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Why does this save money?• What can we see from these graphs?
• November – people can see via website but not sure
• December – starting to gain more trust• January – have trust ( hasn’t told them
anything wrong!)• February – as January
• So back to the numbers• Reduction from of around 3000 calls to 1500-
2000• 1000 * (£4 - £0.27 = £3.73) = £3,730 PER
MONTHor
• 1500 * (£4 - £0.27 = £3.73) = £5,595 PER MONTH
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• Now available integrated within the site
Savings through reduced calls?
South Tyneside Council
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Improved service – web, back office and contact centre
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Key Benefits• Highways Fault Reporting
• Potholes• Material on highway• Tree issues
• Map based reporting for CRM and Public websites• Substantial savings and efficiencies• Improved interface between Contact Centre and the
service• Improved customer service delivery at lower cost• Convenience through ‘do-it-online’, self-serve fault and
incident reporting
• Reduced issues logged, less calls etc
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Key Benefits
• CRM front end
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Key Benefits
• Website front end
Cambridgeshire County Council
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Channel Shift?
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Summary
• Integration of 3 systems• Website• Contact Centre CRM• Back office Highways system
• Benefits• Less issues logged to back office• Less calls by customers• Integrated with CRM for ‘tracking’ of case• Geographic analysis for pro-active action
• i.e. Predict where Flytipping will occur and alter routes
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Satisfaction – Localism and Collaboration
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Power to the people!
Well nearly...
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Objective
• Deepcut Barracks• MOD training barracks• Mystery regarding deaths of 4 soldiers in early
2000’s
• Planning Policy consultation• MOD leaving in 2013• Council wanted more informed feedback on
proposals
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Business Drivers
• Collaboration and feedback• Address the ‘Localism’ Agenda• Delivering initiatives such as
• Self-service approach• Helping citizens to act for themselves
• Promoting ‘shared services’• Working across organisational boundaries
• Supporting the ‘Information Economy’• Move to ‘data democracy’ and greater
transparency• Improved customer service
• Less Paper and staff data entry!
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Consulting Citizens
Surrey Heath – Deepcut Consultation
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Consulting Citizens – RSS feed
Surrey Heath – Deepcut Consultation
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Summary
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Summary
• 3 examples of ‘Channel Shift’
• Lots of ways to ‘do’ Channel Shift
• Some cashable – reduced calls, better service, less
paper!
• Some transparency – consultation and collaboration
• Keep thinking of how you can make your data
available