To interaction and beyond

Emma RodgersSenior Campaigns Officer

Today’s session

The case for SM at SCCOur journey Case studies

The CS point of view Top tips

Next steps

The background

• Committed to ensuring Staffordshire is an excellent place to live, visit and invest in.’

• Direct link between satisfaction, value for money & council accessibility and quality of services [Reputation tracker]

• Similar link to being involved in decision making • Drive for innovation and transformation

Residents told us…. They want to access us quickly and easily More self service Vfm and efficiency Responsiveness & flexibility More involvement in decision making

Changed landscape

Our Journey

Our Journey

Our Journey

#Potholes

Improvementsto SM audiences Listening SM reporting influenced policy CS integration34% - webpage via SM

#talkalcohol

Debuted on SMLive twitter chats Drove traffic to websitePositive toneInteractive game

#leekimprovements

Engaged with new people Concerns informed communicationsMinority that was self moderatedWent to where the conversations were

Care Quality Green Paper

#greenpaper #social care

SM used for consultation Easier to digest Results reported New conversations

Care Quality Green Papershirleyayres 9:39am via web @GleefulKaz I'd like to see every council running a similar survey! Defining quality in #socialcare @BracknellForest @StaffordshireCCSoTCityCouncil 9:33am via HootSuite RT @StaffordshireCC: Have your say about the quality of social care services in Staffordshire. Complete our online survey at ow.ly/cPh1Fshirleyayres 9:30am via web @StaffordshireCC I'd have liked a Q about how people are using the internet to obtain info, advice & support about #socialcare services!wispame 9:26am via web RT @shirleyayres: Kudos @StaffordshireCC inviting comments on quality of their #socialcare services through an online survey. Any other councils doing this?GleefulKaz 9:25am via Twitter for iPhone @BracknellForest - care to comment? twitter.com/shirleyayres/s… @shirleyayres @StaffordshireCCbrumLINk 9:23am via web RT @shirleyayres: Kudos @StaffordshireCC inviting comments on quality of their #socialcare services through an online survey. Any other councils doing this?

Care Quality Green PaperStaffordshireCC: Still time to come and join our focus group and air your views on the Quality of Care Services. #Stafford Gatehouse. starts 1pm today 11:05am, Aug 22 from HootSuite GerryStokeGSK: @StaffordshireCC muppets the most vulnerable cant bloody get there use your brains, you say quality WAKE UP CARE IN STAFFS IS SHOT GerryStokeGSK Aug 22, 2:55pm via Web @StaffordshireCC your social services department is a joke cutting care, basically leaving 999 to do your dirty work.....not fit for pGerryStokeGSK: CHOICES CARE USELESS COMPANY 1 OF ,MY CARERS NOT TURNED UP AGAIN @StaffordshireCC THIS IS THE MESS YOU MADE OF CARE 12:32pm, Aug 23 from Web StaffordshireCC: @gerrystokegsk We have passed on your concerns. Happy to organise a Community Worker to come and see you. If so please get in touch 4:16pm, Aug 23 from HootSuite GerryStokeGSK: @StaffordshireCC yes i would love that to happen 8:04pm, Aug 24 from Web

Hannah Cotton-DiederichCustomer Service Manager [Access]

To interaction and beyond

Customer Service Vision

“A transformed customer service operation at the heart of the council, to improve our understanding of citizens and provide a

consistent, high quality customer service and experience.”

The Goal

Improve customer service

Improve customer access

Create demand

Create cost efficiency

A CS Viewpoint

Customer Service takeover August 2012

Twitter ‘Take 2’

Our reality

The good bits…

CRM

CS Tips

Facebook

Top five tips Find the ROI/Value for money Flexibility Relationships Everyone can do but still good to have experts/find the right fit Build into reporting at the earliest stage with a focus on outcomes to keep senior team on-board

Target

Achieved

£

What’s next? E-zine launch & email marketing Customer digital charter Campaign to promote SM as contact channel and transactions Improving what we have & future scanning Staff social media campaign Defining our e-offer across SCC & with partners Evaluation Engagement and consultation

Photo credits to be added once finalised

Emma Rodgers emma.rodgers@staffordshire.gov.uk; @EmmaRodgers T: 01785276804

Hannah Cotton – Diederich Hannah.cotton-diederich@staffordshire.gov.ukT: 01785277245 Credits Photo credits: Compfight http://compfight.com/ Our Journey: Easel.ly Ideas: Darren Caveney