dawn flook beyond 2010 bcc smart delivery
DESCRIPTION
Dawn Flook Beyond 2010 BCC SMART Delivery panellistTRANSCRIPT
Smart Delivery
Dawn Flook – Customer First Programme Delivery Manager
21st October 2010
Agenda
What is Customer First?
How are customers using self-service?
Cost and Benefits
Benefits already being realised
What is Customer First?
Birmingham City Council’s Customer Service transformation programme
Citywide Customer Service operating model
A number of services are now simple and convenient to access across a choice of methods.
More transactions resolved at the first point of contact
End-to-end tracking of service requests
Consistent and improved standards of customer handling
Proactive, knowledgeable customer focused staff
Use of customer data (knowledge)
Increasing awareness of the City Council’s services and increasing customer and staff satisfaction.
Go
How are Customers using Self-Service?
Open a personal account on-line – request services, track progress, manage personal
information Request – bulky waste collection, sports and leisure activities, graffiti removal, rubbish
bags and recycling containers, rubbish collection dates Reschedule – council house repair visits, bulky waste collections Report – a missed waste or recycling collection, change in circumstance, problems with
a council service, antisocial behaviour, abandoned empty properties Pay – your council tax bill, a parking ticket, council rent, commercial waste, Apply - for and track planning permission Find – information about council services, the location of local facilities Share – your comments, compliments or complaints about our services
Accessible on-line and through self-service kiosks within Customer Service Centres (F2F)
So far, over 70,000 service requests have been raised and over 7,000 customer accounts
opened
5
Key New Homepage Features
New website registration for access to Single Customer Account
Modern, clean style
Quick 1-click access to most common online services to drive channel shift
Interactive footer with access to search and common services on all pages
A new homepage was launched, developed with the involvement of local residents
Quick access to multi-lingual sign-posting pages
New layout for news, events, campaigns and space for commercial advertising
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Service Pages: All you need to know about a service and how to do it online
Council services are a click away, plain English content and easy to use online forms
Quick Links to Service Pages
Search Engine to Find Service Pages
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New Online Forms
Online forms are integrated cross channels with CRM and back-office systems
Key FeaturesKey Features
Quick access to online forms direct from the home page and service pages
Clear, modern design in plain English
Tested with customers and disabled users
Quick and convenient to complete forms – optimised for registered customers with pre-populated data
Ability to track transactions online plus automatic status alerts by email / text message
Quick access to online forms direct from the home page and service pages
Clear, modern design in plain English
Tested with customers and disabled users
Quick and convenient to complete forms – optimised for registered customers with pre-populated data
Ability to track transactions online plus automatic status alerts by email / text message
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Customers can register and login to their secure account to manage services requested
Customer Login: Giving customers access to their
secure account to transact with the Council
My homepage navigation to keep your personal details up to date and view your transactions
1 click access to transactions, bookings, saved forms and statements
Quick 1-click access to most common services to drive channel shift, pre-populating forms with customer details
Upgrade your account (by verifying your identity) to access more secure services, e.g. Council Tax Statements and Benefits
Logged in customers will access their secure account via their personal homepage
Customer Home Page: Secure, personalised page for every customer
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My homepage navigation to keep your personal details up to date and view your requests transactions and bookings.
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Customers can view their transactions whether submitted online, by phone or F2F
Customer Portal: Viewing your transaction history across channels
1 click to view full details of the transaction
Easy to view status and due dates for each transaction
Costs – projected at £175.1m over the 10 year term of the programme
Benefits – projected at £321m of which £197.4m is cashable
Benefits type - Channel shift - customers use more convenient ways of contacting the Council
which are also lower cost for the Council to provide Volume reduction - contacts from customers can be decreased by removing the
reason for the contact in the first place, which generally means “getting it right first
time” and proactively keeping customers informed Improved productivity - Increased efficiency can be achieved by improving the
work environment and supporting tools Efficiencies for case/job delivery - getting the initial contact with the customer right
can enable increased efficiencies in the subsequent case/job delivery
The principal benefit will be improved customer satisfaction, rising from the current
level of 59% to 85% overall
Customer First Cost and Benefit Case
Benefits already being realised
Self-Service
Over 70,000 transactions via the web, previously would have been by phone/F2F (increase from 800 to 3000 per wk)
7,000 customer accounts opened – ability to track service requests
Improved MI and reporting – greater visibility and accountability (closed loop for service delivery)
Other channels
55% of housing e-benefit claims done over the phone (previously F2F)
51% of calls to neighbourhood offices resolved there and then (no need for a F2F appointment)
Contact Centre – 80-90% satisfaction so far!
