On Line Customer Services Carol Cutler – Director of Business Transformation and Customer Service.
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Transcript of On Line Customer Services Carol Cutler – Director of Business Transformation and Customer Service.
Customer Services Strategy
Increase customer satisfaction● 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
Reduce Costs● Make self service available for as many services as
possible ● Eliminate avoidable contacts● Make each contact as efficient as possible
Vision- Customer Journey Example
Mrs E is an older person who receives daily care from her husband. Her Husband passes away and she contacts the Council through a Golden Number to register the death
The Access Harrow contact team register the death and enquire about Mrs E’s wider support
needs.Access Harrow change Mrs E council tax details for single
person allowance, change her details and update her DD
mandate.Access harrow recognise that her
change in circumstances will trigger a benefits change and set
up a F2F appointment and triggers the mailing of relevant
formsThe assessor pre-screens for
reablement. Mrs E passes the pre-screen and an appointment is
made
Mrs E visits Access harrow for her initial appointment. The
assessor has a file with information about her position and needs from her initial call
and from her filled forms.The assessor identifies that
Mrs E has a disability and that she will qualify for assisted
refuse collection. He sets this up immediately.
Mrs E is advised of her appointment date and starts collecting the financial evidence needed. Mrs E only needs to produce some updated documents as Access Harrow already have some information from her R&B data
Mrs E receives a letter from Harrow advising that her
benefits have been reassessed and she will be
getting an enhanced benefit. She also sees the start of her assisted rubbish collection
and finds she is entitled to a freedom pass which she was
unaware of.
Mrs E continues to receive support from the reablement
team and begins to regain her independence
Access Harrow initiate a review of Mrs E’s benefits and council tax payments and advise her of what they have done.
They also arrange for assisted rubbish collections and a mobility assessment
Mrs E continues to live independently, supported by a personal carer, enhanced benefits and a tele-care package.
Access Harrow call her every month to ensure the support is meeting her needs
Following her Assessment, Mrs E receives a package of support in her Home to enable her to remain independent
Vision- Customer Journey Example
Mrs S has just moved into the Borough. She is married with 2 young children and does not know the area well
Mrs S calls Access Harrow on a Golden
number set up for people moving into the Borough.
The main reason for the call was that Mrs S wants to register her children for
school. Access Harrow advises Mrs S on local schools and sends her the relevant application
forms
Access Harrow take all Mrs S’s details and
register her for council tax. They update the relevant systems.
Access harrow trigger the sending of electoral registration forms
During the call Access Harrow are prompted to ask wider questions related to moving into the area to provide a relevant package of assistance and support. The questions asked are triggered by responses and need
Access Harrow then advise Mrs S of Local
leisure and library facilities and provide
details of membership costs for the local gym and swimming lesson
classes for the children
Mrs S joins her local gym and enrols the children for swimming lessons. On receipt of her new library card she also becomes and active user of the service.
Following her call Mrs S gets her new library card in the post and some leaflets on gym membership and sports classes
This is what we have built…
OnlineServices
Phone
Walk-in
Mail (Paper)
Channels Access Harrow
CCPH
Cisco IP Telephony
SAP CRM
Civica Workflow & Document Management
CCPHCitizen
Matching
CCPHAutomated
Agent
VoiceSageAutomated
VoiceSystem
Line of Business Applications
Seebeyond Middleware
Strategy – Technical Principles
● All contact information, from all channels, including web, goes into the CRM system and creates a record
● Workflow used to create work items linked to CRM ticket
● Information from all systems goes into Business Warehouse to create end to end visibility of contact and accessible MI
● Multiple entry of data eliminated
● Standard entry processes enforced
● Automated processing of web forms where possible
On-Line Services
● Understanding your customers● Web site design● Really useful things!● Location based services● Authenticated services● What you can achieve
Understanding Your Customers
● Use of customer segmentation● Broadband access and usage● What on-line services do customers want/use● Go where your customers go● Keep checking you’ve got it right
Web Site Design
● Decide on the purpose of your web site and stick to it● For Harrow its transactions, transactions,
transactions…………………….● Make it easy for people to fine what they need● Minimise the number of ‘clicks’ needed to get there● Make sure the information is easy to understand and
up to date● You’ve only got one chance!
Really Useful Things
● Prioritise services customers want to use● Make it as easy as possible
– Pre populate forms– Rationalise forms– Provide real time information
Really Useful Things
● Prioritise services customers want to use● Make it as easy as possible
– Pre populate forms– Rationalise forms– Provide real time information
● Use of video – a picture speaks a thousand words!
● My Harrow– Harrow’s online resident information portal
– A set of online interactive maps
– One-stop portal for local information
– Cross selling portal for other council services
– Access to MyHarrow Account and MyHarrow eNewsletter
Location Based Services
Your PropertyYour Property
Is the property in a controlled parking zone?
Separate areas of information
Location and contact of local Police
Sub menus with more information
How far from your house do
you want to search?
Brief details and links to full planning application
Click on a map pin to get details
Council services around you
Drop down menu showing 20+ data sets
Brief details and link to own webpage
All data available in a list
Print and share link options
Did You Know Section:Cross selling portal for other council and partnership services, page and
Experian category specific All NHS data comes directly from NHS Information Centre
Future look of MyHarrow Phase 5
Customer Portal
Possible Future Local Information
System
Resident eNewsletter
Authenticated Services
● We have reached a point where to expand the on line services we offer, we need to know who we are communicating with
● The solution is the Citizen Account stating with Revenues and Benefits but with a programme for expansion across all services
● Upon registering, a secure PIN is sent to the customer’s registered address, similar to online banking
● We can now authenticate who we are communicating with electronically, and can now offer an expanded range of personalised services
Working smarter, improving efficiencies
Use of technology●Cost per Face2Face reduced from £5.61 on 2006 to £4.36 in 2010●Cost per telephone call reduced from £1.85 in 2006 to £1.68 in 2010●Cost per web transaction reduced from 26p in 2006 to 13p in 2010
Channel Migration●In 2007 8% face to face, 50% telephone, 42% web●In 2008 7% face to face, 41% telephone, 52% web●In 2009 6% face to face, 30% telephone, 64% web
●Average cost per transaction reduced from £2.23 in 2006 to £0.87 in 2009/10 and 77p in the first quarter of this year
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