stuart brookes, introducing and promoting self-service (sdi webinar)

Introducing and Promoting Self ServiceSTUART BROOKES

ICT SUPPORT MANAGER (DONCASTER COUNCIL)

Self Service - Why Bother

Reduce Overhead

Reduce Incidents and Service Requests

Increased Analyst Efficiency

Customer Empowerment

How Have Doncaster Council Done This?

Commit to implementing it (Director buy in)

Get Staff Buy-in

Design the Service

Promote the Service

Get Customer Buy-in

Prioritise the Self Service Portal

Our Vision Statement

“Using the technology of today to help us build the Doncaster of tomorrow”

Resolving 70% of incidents in the first contact.

Ensuring that ICT services critical to Doncaster Council and our partners are available 97% of the time.

Providing a customer focused value for money service that our customers consistently rate as 4.75 out of 5.

Ensuring that the ICT Self Service Portal is the preferred choice by 60% of our customers for initial ICT support.

Digital Council

Our Vision: A council fit for the future – Doncaster council will be a modern digital authority both internally and externally, with all services on-line. It will provide a modern, high quality and efficient integrated front office with resulting improved service delivery through redesigned business processes, improved technology, mobile working and higher skilled staff. It will also utilise the resulting business intelligence to become a more intelligent and proactive organisation and remove barriers to technology for our citizens focused on assisting Doncaster as a place for its people to thrive.

Promotion EMail

Performance 2012 - 2015

Jan-12 Jan-13 Jan-14 Jan-150.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

79.43%

61.86% 58.21%51.84%

9.05%

20.29%

33.90%39.80%

5.46% 6.20% 6.91% 7.62%6.06%11.65%

0.98% 0.74%

Incidents & Service Requests Raised per Channel

PhonePortalEformEmail

What this means

Jan-12 Jan-13 Jan-14 Jan-150.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

14.51%

26.49%

40.81%47.42%

85.49%

73.51%

59.19%52.58%

Incidents & Service Requests Raised per Channel

Self ServiceOther Channels

Doncaster Self Service Portal

Reasons for not using Self Service

Please give reasons that would prevent you from using the ICT Self Service Portal to report a problem.  I am not able to report a problem on the Self Service Portal 7 3.48%I do not know how to report a problem on the Self Service Portal. 3 1.49%I have had a negative experience when reporting a problem this way previously.

31.49%

I prefer the human interaction that you get with the phone. 122 60.70%I receive a slower response time when reporting a problem on the Self Service Portal.

5225.87%

It is not as easy as the other methods. 14 6.97%

3% 1%1%

61%

26%

7%

Reason Preventing Self Service Portal Useage

I am not able to report a problem on the Self Service Portal

I do not know how to report a problem on the Self Service Portal.

I have had a negative experience when reporting a problem this way previously.

I prefer the human interaction that you get with the phone.

I receive a slower response time when re-porting a problem on the Self Service Portal.

It is not as easy as the other methods.

Plan Moving Forward

Listen to customer feedback

Monitor quality and performance

Look to improve quality of self service offering

Further promotion

CSI

Thank You

Stuart Brookes

ICT Support Manager – Doncaster Council

stuart.brookes@doncaster.gov.uk