Sheffield City Council - Customer First Programme Customer Alerts

Chris Stewart - Web Specialist

Email: christopher.stewart@sheffield.gov.uk

Working with:

Schools Closures - Snow

Parent - check for information either via contacting the Council by telephone, visiting the website, following us on twitter or listening for updates on local radio.

It snows overnight in Sheffield and in the morning parents across the City need to know if their child’s school is still open.

School - Head Teacher contacts the Council with information (Update messages can be sent a number of time during the day)

Council - Approximately 5.5 FTE per day to manage and process all Sheffield Schools information and updating the following:

• Sheffield City Council website• Sheffield City Council Social Media Channels (Twitter)• Contact Local Media (Radio Station)

Process takes approximately 1 hour from taking the initial call from the Head Teacher to updating all the channels for each school.

Council

Customers School StaffCouncil StaffLocal Media

Social Sharing

Council Social Media

Council data channel

Data Sharing

AuthorisationConfirmation

ValidationRequest

Community

Automated Communication

Channels

SMS

RSS

Automated Customer Alerts

Head Teacher or Mobile Worker

Council website

Website Visitors

Customer Alerts System

Customer Alerts Topics We launched Customer Alerts 11 February 2011Customer can select from 153 topicsTotal number of subscribers 1231Total number of alerts delivered to subscribers 14,493