Channel Shift The Poole Experience. Public Sector Forums 7 th February 2012. Chris Angell Service Improvement Manager. Aim. Share Poole’s approach to driving channel shift via the web Discuss key topics such as: Use of Telephony & CRM data Communicating To Reduce / Redirect Contacts
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Public Sector Forums
7th February 2012
Service Improvement Manager
although seen recent influx of Eastern European workers
2000 – 58,000 unique hits 2008 – on track for 1,000,000+
2008 to 2010 Unique Visitors = approx 1m pa.
2008 to 2010 Total Hits - Reducing
Typical costs / transaction (LGN 2011)
F2F £14.00, Phone £5.00, Web £0.17
More options below
Logic in E-forms is important, as is integration to CRM with high volume forms
Scope for major work
40% plus online applications