Public Sector Customer Service Forum – Serco in HCC

1Serco in confidence

Public Sector Customer Service Forum – Serco in HCC

Advise | Design | Integrate | Deliver

8th May 2013


Introductions

Nigel Bates Andy Bowie

Serco Global Services

Development Director

Serco Global Services

Head of E-Services


Who are Serco – SGS Public Sector

Global Services Public Sector in Brief

●5454 number of staff ●Over 9,804,000 customers served●Guaranteed cir £50m savings to the NHS over

8 years●Helping 2.6m unemployed●Producing £95m of Health Vouchers per

annum●Helping 50,000 Students access University ●Helping over 100,000 pupils●Helping 500,000 visa applicants gain

employment in the UK●Over 2m calls helping people get back to work●Guaranteeing over £100m in savings to Local

Authority Customers


Hertfordshire SMS Partnership

Serco Shared Managed Services is a strategic partnership between

Hertfordshire County Council and Serco that aims to support HCC’s vision of

leading Council status.

This ambition will be realised through modern, flexible and effective services which deliver improved quality to the

customer and enable cost savings to the Council.

This partnership is a catalyst and enabler for the transformational change

delivered by the Council for the Future programme.

John Wood, Hertfordshire County Council Chief Exec.

http://www.hertsdirect.org/


Hertfordshire SMS Partnership

The Council needed to deliver £150m savings over the next 3

yearsSerco was chosen because it can realise significant transformation

Eight year contract which started in April 2011. End date March 2019 with a possible extension of two

yearsFollowing Serco’s successful bid, the Council challenged Serco to

identify ways to deepen the transformation of services offered to citizens through the Customer

Contact Centre

Shared partnership goals

• Improve the customer experience whilst addressing the cost

challenge

• Share responsibilities for the customer experience

• Have an active role in the council’s transformation

• Develop long-term relationships

• Achieve industry recognition by winning awards together

• Become a ‘trusted partner’

http://www.google.co.uk/url?sa=i&rct=j&q=hertfordshire+council&source=images&cd=&cad=rja&docid=_Kp_5iM8PTCcQM&tbnid=Gw2HBMBuyniXHM:&ved=0CAUQjRw&url=http://www.nhh.org.uk/aids-and-adaptations&ei=MBAuUY_bCOTY0QWb-YDQCw&bvm=bv.42965579,d.d2k&psig=AFQjCNEU2tYzC9K3An0X8NoSmTRCxU_zdg&ust=1362059623464082


Serco – eServices



Adopting the e-services social age


Improved Access to Services via Channel Shift

● To significantly lower costs & protect front line services● To improve the quality and availability of services to

customers● To facilitate and accelerate business change programs

across councils● To support national initiatives and policies for joining up

transactions across● government agencies and bodies but comply with

legislation● High value transactions will not be put online due to the risk of information falling into the wrong hands

● Councils continue to invest in tactical or bespoke authentication solutions for access to specific vendor solutions that may not align with national initiatives, national security requirements and technology standards

● Potential savings will be lost or jeopardised by this lack of consistency and duplication

● The user experience will be inconsistent, further reducing the incentive on customers to migrate to new channels

IncreasedBenefits

IncreasedRisk


Channel Shift approach

● Not just channel shift on line, but channel shift to the cheapest resource

● Tiered approach to delivering services● Reduced costs to deliver● Avoidable contact eliminated at the earliest chance

Tier 0

Tier 1

Tier 2

Tier 3 D

irect

ion

of C

hann

el s

hiftWeb Transactions

Customer Services multi skilled advisors

Customer Services specialist teams

Back Office teams

£ 0.00 (invest only)

£ 14k - £ 17k per annum

£ 17k - £ 20k per annum

£ 20k Plus per annum


eServices – The technology platform “A repeatable set of services which can be delivered on top of a reusable technology platform”


Social Care -Information, Advice, Intake & Review● Redesign Care Pathways to allow transfer of 164 roles into

customer contact service● Enhanced Information, Advice & Brokerage services ● A service where 98% of requests can be handled at first point of

contact or online● An e-marketplace where customers can request services & either

pay online using their own funds or a credit allocated to them by HCC following an assessment

● Increased customer choice and faster speed to deliver services to citizen

● Improvement in service delivery & experience against defined KPIs● Guaranteed savings delivered through transfer and transformation

of Social Care and Housing Solutions services● Increased use of online channels and marketing for these to

encourage self service to enable savings of £2.32m per annum, with £1.034m guaranteed

128 FTE from Referral Management Team

Occupational Therapist staffService Finding Team

& Review Team


Children's Contact Services● The Contact Service provides supervised contact for parents with

children who are Looked After by the Local Authority. ● Phase out high cost Manpower resources over 2012/13, replacing

them with Serco ZBC staff -flex to meet peaks in demand ● ZBC staff selected, supervised, trained and managed to provide

quality controls.● Text /SMS reminders sent and replied for cancellations -integration

with Lagan● App with form containing mandated fields for quality and

consistency ● Resource optimisation- Scheduling tool in Lagan to maximise

people and rooms● Total Saving £0.6-1.2m● Guaranteed savings -£580k(net) Cost Avoidance saving -£594k An

additional £153k(net) stretch

Single referral form utilised -integrated

into Lagan workflowReal time write ups - tablet

devices and App =reports directly to the

system


Highways

● Providing an integrated single point of customer service support & resolve 90% of calls at first point

● Improve outcomes for citizens and increased customer self-help and proactive response

● Increased staff productivity● Future proofed for anticipated increases in demand● Improved integration of information across technology

to cut out duplication and double-keying● Deliver guaranteed savings of £220k pa to HCC ● The operating model builds upon the core contact

centre service solution, and integrating Highways staff

● Visibility of existing faults for citizens to subscribe to preventing double reporting

Integrated map based e-forms

Citizen AuthenticationSMS Text updates and

response

Fault


Kana Award Winners



Driver Training -Transport, Access and Safety Unit ● Provide administration and booking service for National Driver

training Courses as providers to Hertfordshire Police● Receive details of the participants from the Police, arrange

sufficient courses to meet demand, undertake all the administration and derive a surplus that is re-invested in other activities.

● Significant HCC revenue generation opportunity● On line booking facility to book courses● Further communication automated.● Eligibility checking for ’Out of area’ customers on line or via

the Customer Service Centre● Mediated e applications and payment via the Customer

Service Centre● Automated interrogation of National Driver Offender System

(NDORS) database

Channel Shift -On Line Course Booking

Automated PaymentsContact Centre 08:00-

20:00h


Driver Training – The Problem● Serco committed to a number of factors to deliver this service

including Guaranteed channel shift to on line as follows

April 2013 – 60% April 2014 – 70% April 2015 – 80%

Longer opening hours for telephony bookings

Improved website to assist with channel shift

Allow out of county citizens easier access to book in Hertford

An expandable solution to meet the needs of increased bookings

● New course set up by the police called What’s Driving Us● Antiquated access database used to maintain bookings● Double keying of data into Access system and police central database● Large number of manual processes● County Councils reputation and relationship with the police needed to

be maintained● Offenders attitude towards undertaking a course


Driver Training – The Solution● Application Rationalisation

Removed access database

Extended Lagan data model

All processes handled within Lagan

● Improved on line booking & payment system

● Ability to book on line for citizens offending out of the county

● Move service to Serco customer service center (open 8am – 8pm)

● System and service flexible up and down to meet demand

● Ability to take bookings for “What's Driving Us” course both on line and through phone

● Fully integrated with the police National Driver Offenders Retraining Scheme database

● Automated processes applied where possible


Driver Training – Benefits Derived

Average number of monthly bookings

dramatically increased

Online bookings increased to support channel shift

strategy

Increased Revenue for the client up an average of

£51k per month

32%

58%

0

500

1000

1500

2000

2500

32%

58%

0

500

1000

1500

2000

2500

1700

2300


Concessionary Travel

● 180,000 passes in circulation● All expiring on the same day – 31st March 2013● Re-design of application for OCR● Single process automated where possible● On line application available● Future proofed for flex in demand● Improved integration of information across technology

to cut out duplication and double-keying● Improve outcomes for citizens and increased

customer self-help and proactive response● 20 day turn around from receipt to pass issue


Concessionary Travel – The Problem● 180,000 renewals to be processed

This represents over 2% of all concessionary travel passes in circulation and makes us the 12 th largest issuer of Travel passes in the UK1

● All expiring on the same date – 31st March 2013● Incomplete Data provided by the districts● Political ‘hot-topic’ – councilors have given statements on the county’s

website about renewing bus passes http://www.hertsdirect.org/services/transtreets/buspass/

Stuart Pile, Cabinet Member for Highways and Transport said: “The free bus pass scheme helps many older people in Hertfordshire remain independent. When a letter comes through your door, it’s important that you renew your pass at the earliest opportunity, which will ensure you are still able to benefit from free bus travel after April 2013.

”If you know someone who has a free bus pass, please look out for their letter to arrive and help them with the renewal process if they need it.”

● Average age of eligible citizens and ability to access the web● 20 Day SLA for issuing passes from date application received

1 statistics obtained from gov.uk concessionary travel data file BUS0890

http://www.hertsdirect.org/services/transtreets/buspass/


Concessionary Travel – The Solution● Anonymous letters to customers – with barcode

● On line application capability

● Optical Character Recognition (OCR) for paper applications received by 3rd party Serco partners

● Work queues in Lagan for dealing with any changes with streamlined workflow

● Automated workflow in Lagan for processing applications

● Use of returned data to improve the poor data currently held

● Automated extract to the bus pass issuing company

● Targeted districts at a time to stagger responses

● Free prize draw for applications received within 6 weeks of letter being issued to encourage early responses


Concessionary Travel – Benefits Derived

Automated process replaces the previous 10 minutes average handling

time per application

70% of applications processed through the satisfactory response, with no manual intervention at all. That’s

125,000 applications

Automated process has avoided costs in excess of £200k to manually process

125,000 applications

Reduced the number of required FTE from 22 to 6 to deliver the service

Documents

Public Sector Customer Service Forum – Serco in HCC