View
25
Download
0
Category
Tags:
Preview:
DESCRIPTION
7 th Feb 2012. Examples. Savings through Channel Shift Improved service – web and call centre Satisfaction – Localism / Collaboration. Who is this guy?. 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 - PowerPoint PPT Presentation
Citation preview
Mike Saunt
7th Feb 2012
www.astuntechnology.com
Examples
• Savings through Channel Shift
• Improved service – web and call centre
• Satisfaction – Localism / Collaboration
Who is this guy?
www.astuntechnology.com
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 sectorfor Councils and the Police
(that’s me on the left)
Best example of Channel Shift...
www.astuntechnology.com
Best example of Channel Shift
Hands up!
Savings through reduced calls...
www.astuntechnology.com
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
www.astuntechnology.com
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
www.astuntechnology.com
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
www.astuntechnology.com
• March 2008 -> Jan 2009
Why does this save money?
www.astuntechnology.com
• April 2008
Why does this save money?
www.astuntechnology.com
• May 2008
Why does this save money?
www.astuntechnology.com
• June 2008
Why does this save money?
www.astuntechnology.com
• July 2008
Why does this save money?
www.astuntechnology.com
• August 2008
Why does this save money?
www.astuntechnology.com
• September 2008
Why does this save money?
www.astuntechnology.com
• October 2008
Why does this save money?
www.astuntechnology.com
• November 2008
Introduced REFUSE / RECYCLING
Why does this save money?
Refuse & Recycling dates available online
www.astuntechnology.com
• December 2008
Why does this save money?
www.astuntechnology.com
• January 2009
Why does this save money?
www.astuntechnology.com
• February 2009
Constantly 1500 or more LESS calls
Why does this save money?
www.astuntechnology.com
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
MONTHor
• 1500 * (£4 - £0.27 = £3.73) = £5,595 PER MONTH
www.astuntechnology.com
• Now available integrated within the site
Savings through reduced calls?
South Tyneside Council
Improved service – web, back office and contact centre
www.astuntechnology.com
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
www.astuntechnology.com
Key Benefits
• CRM front end
www.astuntechnology.com
Key Benefits
• Website front end
Cambridgeshire County Council
www.astuntechnology.com
Channel Shift?
www.astuntechnology.com
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
Satisfaction – Localism and Collaboration
www.astuntechnology.com
Power to the people!
Well nearly...
www.astuntechnology.com
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
www.astuntechnology.com
Business Drivers
• Collaboration and feedback• Address the ‘Localism’ Agenda• Delivering initiatives such as
• 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!
www.astuntechnology.com
Consulting Citizens
Surrey Heath – Deepcut Consultation
www.astuntechnology.com
Consulting Citizens – RSS feed
Surrey Heath – Deepcut Consultation
Summary
www.astuntechnology.com
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
Recommended