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Shifting Channels for Improved Services and Savings

Learn about effective channel shift strategies for savings, improved services, and increased satisfaction through collaboration and localism. Explore case studies and benefits of integrating web and call center services.

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Shifting Channels for Improved Services and Savings

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  1. 18th May 2011

  2. Agenda • Savings through Channel Shift • Improved service – web and call centre • Satisfaction – Localism / Collaboration

  3. Who is this guy?

  4. Who is this guy? • This may be a bit of a curve ball • I don’t work in government • Publish data on the web • Work in the private sector for Councils and the Police (that’s me on the left)

  5. Best example of Channel Shift...

  6. Best example of Channel Shift Hands up!

  7. Savings through reduced calls...

  8. Savings through reduced calls? • This is well known but... • Three channels for customer contact • Face to Face - average of over £7 per contact • Telephone Enquiry - average of around £4 per contact • Web site - average of about £0.27 per contact

  9. Savings through reduced calls? • Won a 2010 National eGovernment Award • Effective marketing and take up • History 2008 onwards • Common enquiry regarding Refuse and Recycling • Changed from single to multi collections • General Waste • Recycling • Garden Waste • Received grants for Recycling promotion • Every piece of printed literature had web address

  10. Savings through reduced calls? • Originally only available via ‘My South Tyneside’ My South Tyneside • Email Alerts for day alterations i.e. Bank Holidays, Snow etc

  11. Why does this save money? • March 2008 -> Jan 2009

  12. Why does this save money? • April 2008

  13. Why does this save money? • May 2008

  14. Why does this save money? • June 2008

  15. Why does this save money? • July 2008

  16. Why does this save money? • August 2008

  17. Why does this save money? • September 2008

  18. Why does this save money? • October 2008

  19. Why does this save money? • November 2008 • Introduced REFUSE / RECYCLING Refuse & Recycling dates available online

  20. Why does this save money? • December 2008

  21. Why does this save money? • January 2009

  22. Why does this save money? • February 2009 Constantly 1500 or more LESS calls

  23. Why does this save money? • What can we see from these graphs? • November – people can see via website but not sure • December – starting to gain more trust • January – have trust ( hasn’t told them anything wrong!) • February – as January • So back to the numbers • Reduction from of around 3000 calls to 1500-2000 • 1000 * (£4 - £0.27 = £3.73) = £3,730 PER MONTH or • 1500 * (£4 - £0.27 = £3.73) = £5,595 PER MONTH

  24. Savings through reduced calls? • Now available integrated within the site South Tyneside Council

  25. Improved service – web, back office and contact centre

  26. Key Benefits • Highways Fault Reporting • Potholes • Material on highway • Tree issues • Map based reporting for CRM and Public websites • Substantial savings and efficiencies • Improved interface between Contact Centre and the service • Improved customer service delivery at lower cost • Convenience through ‘do-it-online’, self-serve fault and incident reporting • Reduced issues logged, less calls etc

  27. Key Benefits • CRM front end

  28. Key Benefits • Website front end Cambridgeshire County Council

  29. Channel Shift?

  30. Summary • Integration of 3 systems • Website • Contact Centre CRM • Back office Highways system • Benefits • Less issues logged to back office • Less calls by customers • Integrated with CRM for ‘tracking’ of case • Geographic analysis for pro-active action • i.e. Predict where Flytipping will occur and alter routes

  31. Satisfaction – Localism and Collaboration

  32. Power to the people! Well nearly...

  33. Objective • Deepcut Barracks • MOD training barracks • Mystery regarding deaths of 4 soldiers in early 2000’s • Planning Policy consultation • MOD leaving in 2013 • Council wanted more informed feedback on proposals

  34. Business Drivers • Collaboration and feedback • Address the ‘Localism’ Agenda • Delivering initiatives such as the ‘Big Society’ • Self-service approach • Helping citizens to act for themselves • Promoting ‘shared services’ • Working across organisational boundaries • Supporting the ‘Information Economy’ • Move to ‘data democracy’ and greater transparency • Improved customer service • Less Paper and staff data entry!

  35. Consulting Citizens Surrey Heath – Deepcut Consultation

  36. Summary

  37. Summary • 3 examples of ‘Channel Shift’ • Lots of ways to ‘do’ Channel Shift • Some cashable – reduced calls, better service, less paper! • Some transparency – consultation and collaboration • Keep thinking of how you can make your data available

  38. Thank you!mikesaunt@astuntechnology.com@skepticmike

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