Bernard Fenton – Head of Customer Management

Delivering value from channel shift,

not just savings

Vision for channel shiftvalue or savings?

Thinking ….

QUEST project

Step Change – higher risk

Relies on creative people

Direction not destination

Thinking ….

Dr Eddie Obeng – New Rules for the New World

Challenge best summarised as ….

(Reducing budgets + increasing transactions

= Same or more with less!)

Thinking ….Less with less – can I work for you?

(£92m savings + 55% increase in contacts)

Thinking ….

VALUE

Council Customer

More transactionsLower cost per transaction…….

More accessFast & easyLess waiting …..…….

How do we ensure value for both?

Customer behaviour – is choice a good thing?

Starting ….

Payment transactionsFamiliar transactionHigh volume – 162,000 paSizeable opportunity

StrategyBrave – turned off channelsMeet & Greet TeamTook savings from budget

Starting ….

Success30% increase in transactions35% increase in internet payments37% decrease in cash payments15% reduction in cheque payments8% increase in Direct Debit paymentsRemoved 2 FTEs - £50,0000 pa

Confidence & Credibility

Growing ….

Lagan Citizen Portal forms (LCP)

On-line transactionsFamiliar transactionsHigh volumeSimple transactions

Familiar transactionsHigh volumeSimple transactions

Streetpride, Customer FeedbackIn-house team - secondedRapid development – 90 days

Strategy

Growing ….

Lagan Citizen Portal forms (LCP)

Acting as a Trusted Customer Advisor

In built eligibility criteriaBusiness rulesRouting rulesStructured data collectionSignposting adviceEmail confirmation

Growing ….

Lagan Citizen Portal forms (LCP)

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

0

200

400

600

800

1000

1200

1400

1600

1800

40+ Different LCP formsApproaching 2,000 transactions per monthBasis for all Welfare Reform Eligibility Customer surveysData collection on customer flow

Growing ….

Lagan Citizen Portal forms (LCP)

Saved £50,000 pa in staff reductions4% of all customer contactsOut of hours access – 35% Customers monitor their own caseCreated 4,000+ valid email addressesDoor step surveysConfidence!

Benefits – To date ….

Growing ….

Lagan Citizen Portal forms (LCP)

Integrate payments into LCP formsBook & Pay TransactionsInternal applications – car parkingNew E-Business!Customer segmentation marketing

Next Steps

Political dimension – what’s in it for them?

“More self-service transactions gives our advisors more time to focus on more complex cases or more vulnerable customers”

Moved Adults Health and Housing into the Contact CentrePut more staff into the Children and Young Peoples skill setMoved staff onto the Welfare Reform agendaLowered the cost of administering the Local Assistance Scheme

Success factors – ICT, people or something else?

Be clear about where you are goingBuild momentum, prove, create confidenceValue & savings for customers & the CouncilLed by type of transactionAssisted transactions & close channelsMembers are important stakeholders

Learning ….

Yes, and …

Thank you