Tim Rainey - Tameside MBC - channel shift

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Presentation on customer access and channel shift presented to annual conference of public sector IT management organisation, Socitm, on 12 October 2010.

Transcript of Tim Rainey - Tameside MBC - channel shift

Channel Shifting

How to get people to do it

online and save you money

2010

Tim RaineyTameside MBC

SOCITM Conference

CHAPTER 1

CHAPTER 2

0

500000

1000000

1500000

2000000

2500000

3000000

2003/4 100126 303511 452378

2004/5 104986 314602 679813

2005/6 92560 275555 1499904

2006/7 81110 225516 1954604

2007/8 83463 272043 1984500

2008/9 74694 219804 2286087

2009/10 77599 211957 2423329

Face to face Call Centre Website

Visitors

0.00

2.00

4.00

6.00

8.00

10.00

12.00

Cos

ts £

per

vis

it

2003/4 8.57 1.29 0.45

2004/5 8.46 1.20 0.30

2005/6 8.92 1.31 0.14

2006/7 9.23 1.46 0.07

2007/8 9.07 1.28 0.06

2008/9 9.90 1.63 0.05

2009/10 8.70 1.65 0.05

face to face Call Centre Website

Costs

CHAPTER 3

aims• Save money and create capacity in front office• More self service• Clear goals and good measurements• Close paper channel where possible• Insight and Research• Improve efficiency and customer experience• Social marketing – change people’s attitudes

marketing

MAKE a LIST• List of services – integrated, more to do and

not yet online

MAKE a LIST

MAKE a LIST• List of services – integrated, more to do and

not yet online

• Costs are just cost to serve – more costs and savings in back office.

• DSD linked to 3 year MTFS – 70,20,10

– Public facing services

– Internal transactions

– Getting people on-line (race 2012)

• First 28 transaction alone save £172,0000

CHAPTER 4

CREDIT CARDS• Cash Office closed 10 years ago• Total 33294 last year• 77%, 21% & 2%• Self service for £1279 -25,590 transactions• Face to face 6962 payments cost £60,569• Reducing face2face to 10% save over £30,000• Simple low value transaction• Insight – who, what, why – experian truetouch• Targeted marketing with benefits on doing it on-

line or over the phone.

FREE SCHOOL MEALS

• 3929 applications a year

• Closed paper channel – saved in excess of £60,000 back office & speeded up process

• 23%, 48%, 28%

• £46, £16,486, £1836 = £18369

• If 70%, 20%,10% = £4852

• Insight – who, what, why – experian truetouch

• Targeted marketing with benefits on doing it on-line or over the phone.

Buy with confidence

• Approved trader scheme• Send out 1000’s directories, which are always

out of date – new traders being added every week. – also list not to hand when out and about etc.

• Website and iPhone

Bwc website visits

0

200

400

600

800

1000

1200

1400

1600

1800

2000

Nov-0

8

Jan-0

9

Mar

-09

May-0

9

Jul-0

9

Sep-

09

Nov-0

9

Jan-

10

Mar

-10

May-1

0

Jul-1

0

Sep-

10

Bwc iphone visits

Buy with confidence

Buy with confidence

• Approved trader scheme• Website hits• Send out 1000’s directories, which are always

out of date – new traders being added every week. – also list not to hand when out and about etc.

• iPhone website stats• iPhone App – 100’s downloads – convenient,

up to date information, cheaper. £5K to develop.

CHAPTER 5

Channel Shifting

How to get people to do it

online and save you money

2010

Tim RaineyTameside MBC

SOCITM Conference