mike saunt 18 th may 2011. agenda savings through channel shift improved service – web and call...
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www.astuntechnology.com
Agenda
• Savings through Channel Shift
• Improved service – web and call centre
• Satisfaction – Localism / Collaboration
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 sector
for Councils and the Police
(that’s me on the left)
www.astuntechnology.com
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
www.astuntechnology.com
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
www.astuntechnology.com
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
www.astuntechnology.com
• November 2008
Introduced REFUSE / RECYCLING
Why does this save money?
Refuse & Recycling dates available online
www.astuntechnology.com
• February 2009
Constantly 1500 or more LESS calls
Why does this save money?
www.astuntechnology.com
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 MONTH
or • 1500 * (£4 - £0.27 = £3.73) = £5,595 PER MONTH
www.astuntechnology.com
• Now available integrated within the site
Savings through reduced calls?
South Tyneside Council
www.astuntechnology.com
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
www.astuntechnology.com
Key Benefits
• Website front end
Cambridgeshire County Council
www.astuntechnology.com
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
www.astuntechnology.com
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
www.astuntechnology.com
Business Drivers
• Collaboration and feedback• Address the ‘Localism’ Agenda• Delivering initiatives such as the ‘Big
Society’• 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!
www.astuntechnology.com
Consulting Citizens
Surrey Heath – Deepcut Consultation
www.astuntechnology.com
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
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