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Customer Contact

Customer Contact . Wayne Smith, Assistant Head Shared Services – Customer Contact Jason Williams, Corporate Web Manager Cornwall Council. Where we were. What we have now – Face to Face. 23 One Stop Shops 36 libraries. What we have now - Phones. 17 Published Numbers Camborne

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Customer Contact

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  1. Customer Contact • Wayne Smith, Assistant Head Shared Services – Customer Contact • Jason Williams, Corporate Web Manager • Cornwall Council

  2. Where we were

  3. What we have now – Face to Face 23 One Stop Shops 36 libraries

  4. What we have now - Phones 17 Published Numbers Camborne General Enquiries Council Tax & Business Rates Roads Transport & Parking Housing Refuse & Recycling Adult Care & Support Planning Children, Schools & Families Registration Environmental Health & Licensing Libraries Environmental Management Fire & Community Safety Elections Trading Standards Councillor Line Liskeard Benefits

  5. What we did • Merged 4 contact centres into 1 & reduced over 60 published phone numbers to 16 0300 numbers • Migrated most* council services to a single cross skilled contact centre (*except Benefits) • Adopted Lean System Processing to remove ‘waste’ & enable a ‘value’ (quality) approach to call handing • Corporate directive that Web & Contact Centre will ‘front’ council services • Skills knowledge & authority transferred from council services to the Contact Centre through extensive in house training programme to enable 80%+ call resolution at the first point of contact • Technology enabled ‘Channel Shift’ & increased efficiency

  6. Channel shift to web

  7. Web - Where we were • 6 district and 1 county websites • 100+ sub-sites and brands • 100k pages much of it duplicated • 350k per month visits to all the sites • 7 different versions of all online systems

  8. What we did • Migrated main sites into 1 • Reduced page count to 6k • Launched with a first month of 200k • Corporate buy-in for approach online

  9. What we have now? • Over 700,000 visits per month online • Over 2500 forms submitted online • 850k per month payments • Single major systems tied together with one user account – SSO • Feature rich website which is super SEO enabled – mobile enabled • Implementing quality standards for content

  10. The future – a commissioning council • Virtual Face To Face – Telly-talk (or similar) • Phone self serve - Mitel • Customer self serve – Lagan CRM • Home working • Signposting • Social engagement • Maintain and manage • Inclusion and the un-impressed • Commercial offering to partners*

  11. Cornwall CouncilCounty HallTruro TR1 3AYTel: 0300 1234 100www.cornwall.gov.uk

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