MyHarrow AccountHarrow Council

Customer Services Strategy

Increase customer satisfaction whilst reducing costs

● One stop service - where appropriate● Focus on resolution at the first point of contact● Complete visibility of the end to end process● Understand our customers and respond to their needs● Make each contact as efficient as possible● Eliminate avoidable contacts● Make self service available for as many services as

possible

Understanding Our Customers

● Late/middle aged, married couples

● Teenage children

● Expensive, detached houses

● Luxury cars

● Very high incomes, investments

● Top professions, senior managers

● Well educated

● Waste & Recycling

● Environmental services

● Pays council tax via direct debit

● Preferred Communication Channel - Web

Segment A - Extremely wealthy

professionals - 10.3% of households

Understanding Your Customers

Why MyHarrow Account?

● What is it?– Similar to online banking, it is an authenticated account

that confirms the identity of the user

● Why MyHarrow account?

- The only way to expand the on-line services we offer is to know who we are dealing with

- Gives residents only one log-in and password to access all Council services online

And so much more...Rent Accounts

Statement of Account

Planning Applications

Benefit Notifications

LandlordNotifications

Schedules

The Results

Year Unique visitors per

month

Transactions per month

Total Account Holders

Monthly Account

Users

2008/9 68,250 1,350 N/A N/A

2009/10 72,513 2,826 N/A N/A

2010/11 73,774 4,950 3875 1,619

2011/12 77,918 12,863 12,710 4,740

2012/13To August

107,072 34,724 22,302 16,412

MyHarrow Account impact – Performance

● 21% of all Council Tax queries are now via the portal● 40% reduction in Council Tax general enquiries to the contact centre● 40% reduction in claimants that do not understand entitlement

letters (despite increase in demand)● 72% reduction in Housing Benefit payment queries

● Less calls and less complex calls● User friendly for staff

● Contact Centre has averaged answering 90% of calls in 30 seconds for 2011/12

● Face to face wait times – 8’30” + 76% within 15mins

Savings Delivered

● Since 2006/7 - Costs ↑ by 27%, Transactions ↑ by 327%

● For services migrating to Access Harrow – Saving of 30% due to migration strategy

● Savings of £260k (9 FTE’s) pa delivered via channel migration

● Further £0.5 million savings in MTFS for channel migration

● MyHarrow Account future projects projected to save a further £300k pa savings

channel shift and cost per enquiry

Transactions by channel

-

500

1,000

1,500

2,000

2,500

3,000

3,500

06 / 07 07 / 08 08 / 09 09 / 10 10 / 11 11 / 12

Tran

sacti

ons

(000

)

-

0.50

1.00

1.50

2.00

2.50

£ /

enqu

iry

OSS Tel EMail Webforms Web £

On Line - Self Service

● What next for our MyHarrow Account– A business account– Adult Social Care – personalised budgets and suppliers portal– Housing repairs– Leasehold services– Members and Neighbourhood Champions portal- Consultation and communications– Ability to link more than one address– Link to our segmentation data to allow more personalisation– Mobile app– Track all service requests

On Line - Self Service

● What’s next for channel migration:-– Further savings needed– Have started enforced channel shift – PCN’s– Considering further enforced channel shift– Looking at how to migrate face to face contacts– Do we reduce current service levels?– How do we support residents to make the change?