making it easier.... steve sheppard managing director, asidua (gb) limited tim peters head of ict,...
TRANSCRIPT
Making it Easier ....
Steve SheppardManaging Director, Asidua (GB) Limited
Tim PetersHead Of ICT, South Gloucestershire Council
Copyright Asidua 2010 ©
Making it Easier
• Steve Sheppard, Managing Director, Asidua (GB)– Asidua Introduction– Customer Contact and Service Delivery
• What is possible– Self Service– Contact Centre– End to End Service Delivery– Mobile Fulfilment
• What are the benefits and savings
• Tim Peters, Head of ICT, South Gloucestershire Council– Service Review Programme
• Objectives & Process• Benefits and Savings
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Who are Asidua?
Asidua GroupBelfast HQ
Asidua GB
Asidua Ireland
Reduce costs
Reduce costs
Improve serviceImprove service
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Customer Contact and Service Delivery
Customer Advisor
Manager Back Office
Useful and responsive
Service Access Information Access
More effectiveat helping customers
Knowledge Joining-up
Deliver Transformation
Customers get the services
they asked for
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Customer Contact Platform
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CCP in Local Government (Team Lancashire)
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Customer AdvisorManager Back Office
Service Access Information Access
Knowledge Joining-up
CCP in Local Government (Team Lancashire)
True Self Service
Access to information
Status
Unified Intelligent Desktop
Guided & Automated Process
One & Done
Consistency
Performance & Satisfaction
Cost Effective
Connected
Process Improvement
Shared Information
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Customer AdvisorManager Back Office
Service Access Information Access
Knowledge Joining-up
CCP in Local Government (South Glos Council)
Self Service Portal
Dynamic Interaction
One & Done
Unified Desktop
Service / Forms Driven
Efficient
Management Info
Consistency & Quality
Major Operational Savings
Integrated
Information Complete
Monitored
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Typical Customer Contact Process
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Efficient Integrated Process
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Self Service
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Self Service – Abandoned Vehicles
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Contact Centre – Abandoned Vehicles
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CRM
• Good at: Customer Relationship Management• Not so Good at: Delivering services• CRM shouldn’t make things difficult• So use it for what it’s good for!
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Management Information & Business Intelligence
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Mobile
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Benefits
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Contacts:Steve Sheppard
Asidua (GB) LimitedThe Oracle Building
Blythe Valley ParkSolihull
B90 8AD
Tel: +44 (0)121 506 9565 Fax: +44 (0)121 506 9561