Download - Bernard Fenton – Head of Customer Management
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