rol Solutions Ltd ROL LE15 Fax - Gloucester · 2020. 3. 13. · rol Solutions Ltd. ROL House , Long...

rol Solutions LtdROL House

, Long Row Oakham, LE15 6LN

Tel: 01572 756565 Fax: 01572 756560

Email: [email protected]

19th Feb 2013

Paula Farmer,

Gloucester City Council,

3rd Floor Phillpotts Warehouse,

The Docks,

Gloucester.

GL1 2EP

Dear Paula

Re: GovMetric® Proposal

Thank you for your enquiry regarding the utilisation of GovMetric across Council access channels.

GovMetric allows organisations to gather customer feedback on service delivery at the point of interaction and to understand why customers were (dis)satisfied. It also supports ad hoc consultations to fit in with annual surveying requirements etc. We work with over 75 Local Authorities enabling their 15 million + customers to feed back in a consistent way. GovMetric operates across multiple channels and services allowing customers to give their feedback whenever they access your services irrespective of the time of day or channel used. Your data can then be analysed to provide maximum insight on feedback, trends and take‐up.

The data can be used to specifically highlight service areas where channel migration opportunities exist to shift customer demand to less expensive channels such as the web. It is also easy to highlight instances of avoidable contact and to see through trends the cost impact on the Organisation. All data is available on demand via the intuitive online reporting suite and can also be benchmarked against other Councils to drive best practice.

As requested, I am pleased to provide a proposal confirming how your council could benefit from joining the GovMetric programme. From our discussion, I have based this on a three access channel solution (F2F, telephone and web) and have included one touchscreen. This can of course be varied and I would be delighted to do an onsite presentation in due course so that we could talk through various aspects in more detail.

I hope that the details in this proposal provide you with sufficient information at the current time. If you have any questions please do not hesitate to contact me.

Many thanks

Yours sincerely,

Nic Streatfeild t: 07973 730005 e: [email protected]

mailto:[email protected]

GovMetric: the key benefits

Supports a holistic and customer centric approach to service improvement, targeting investment in areas that customers really notice and ensuring that their voices are heard.

Providing a comprehensive platform for customer consultations.

Measures your overall performance against other councils that use GovMetric (over 75 in UK), allowing you to understand how you compare across all access channels and service areas.

Provides customer insight to enable improvement of the customer experience.

Informs the channel migration strategy and the shift to less expensive access channels, thereby reducing the cost of overall service provision.

Supports “right first time” service delivery, thereby limiting avoidable contact and reducing ‘rework’ costs.

Measures the potential shifts in customer (dis)satisfaction with front line services during a period of potential cost cutting, ensuring that you can be responsive.

Enables benchmarking comparisons with other local authorities by service area to promote adoption of best practice.

Reduces the volume and therefore the cost of formal complaints by supporting issue resolution at an early stage.

Helps you to achieve your key corporate objectives by informing KPI’s.

Reduces the costs of manually collating and reporting customer satisfaction and transaction data.

Enables more efficient deployment of other consultation resources (such as mystery shopping), with the potential to reduce the cost of these activities.

A better experience for staff

Improving customer satisfaction is a key factor in improving your staff experience and morale, leading to increased staff retention and lowering employment costs. GovMetric provides senior management with insight into the issues which are holding back frontline staff from providing the best service they can.

Better service for the customer

Proving that you deliver value for money to the community requires demonstrable improvements in satisfaction with your services across all channels of interaction. GovMetric allows you to gather this data across all channels in a manner that is quick and easy for the customer to use.

Improving customer services requires insight into customer satisfaction with the services you deliver across all channels. GovMetric provides this insight by gathering customer satisfaction through a simple, ‘always on’ system with reporting providing both vital insight and data suitable for public presentation.

© ROL SOLUTIONS LTD. 2012 CONFIDENTIAL – NOT FOR DISCLOSURE GOVMETRIC, SERVMETRIC AND THE SMILEY FACES LOGO ARE ALL REGISTERED TRADEMARKS OF ROL SOLUTIONS LTD.

PAGE 2

1. GovMetric Overview

1.1 Introduction

GovMetric is an established service that enables local authorities and housing providers to understand the quality and quantity of service delivery across all of their access channels, 24 hours a day, 7 days a week. Every individual customer contact can be captured and measured, enabling customer services managers and other stakeholders to understand:

Which channels customers are using

Which services customers are accessing

How satisfied customers are with the service

Where a service is failing (over which channel and why)

How services compare with the organisation’s peers.

An ever‐increasing number of local authorities and social landlords are participating in GovMetric, making it the sector’s de facto solution for gathering customer feedback and monitoring performance of service delivery across multiple access channels and services.

without this data, we can provide a simple, web‐based capture tool which delivers the information directly to our database.

Information on the quality of services delivered and quantity of people accessing your services are brought together in the GovMetric platform for analysis in the in‐built GovMetric reporting suite.

1.2 GovMetric Methodology

The methodology underpinning GovMetric is a proven, practical approach that gathers consistent customer feedback irrespective of the service accessed, the channel used or the time that the customer contacts you. The methodology is supported by GovMetric’s registered trademark, the GovMetric Smileys, which are intuitive in their meaning to your customers and the wider public. They are a proven solution for generating feedback on a consistent and continuous basis.

GovMetric automatically captures, measures, and reports on both the quantity and the quality of customer interactions. For some organisations, the quantity of customer interactions is already captured through existing systems, such as Customer Relationship Management (CRM), telephone and web systems. GovMetric can accept data from each of these systems and aggregate it into the GovMetric platform; for authorities


PAGE 3

The quality of customer interactions is captured through the use of high take‐up, self service customer interfaces. All GovMetric implementations feature a standard question set which has been carefully researched to provide the maximum direction in service improvement, whilst requiring the minimum time

s can which can

organisations to ‘dig deeper’ by asking customers specific questions relating to service provision, and also enables organisations to consult on a range of wider

u t mer feedback is gathered using a range of simple, intuitive and effective interfaces, appropriate to each contact details and customer comments can also be captured across all

channels and are reported on through the in‐built reporting package.

investment from your customers. This ensures that the feedback you are gathering from your customerbe meaningfully analysed, and means that the service provides you with consistent, structured data, also be benchmarked against other GovMetric users.

Enhancements launched during Q2 2011 have introduced the capability for customer specific questions to be added to the standard GovMetric question sets. This allows

more general issues that they may be seeking feedback on.

1.3 Access Channels

C s oof the access channels. Customer

Face to Face

Gcan be situateovMetric provides simple, highly robust touch screen devices which

d in appropriate locations near customer exit routes. This DDA compliant screen is easy for all customers to use and does not

Face to face examples:

Hand held Floor standing Desk mounted

Telep

breach network security; all feedback data is downloaded in to the centralised GovMetric platform via a mobile operator’s data network.

hone

At the end of their call, customers are guided though the same nsistent set of questions using a simple and effective IVR (interactive

se), menu‐driven script. This ensures that service levels are not affected – once the call is transferred, staff are available for

covoice respon

other callers.


PAGE 4

Telephone example:


PAGE 5

Mobile / SMS

The GovMetric smiley faces can be incorporated into web applications to capture feedback from customers using mobile devices. An SMS feedback service is also available.

Web

A standard piece of HTML code is provided to your web team that can be inserted into the website templates; this will display the GovMetric Smileys across your website. The code and images meet at least AA compliance of the DDA and WAI requirements.

Web example: Web example:


PAGE 6

Email

Email

A code snippet similar to that used for the website can be provided for you to include in outbound, customer‐facing emails – usually as partan email signature. Once the custom

of er has clicked on the appropriate

ting, they are taken to a web‐based landing page that captures the same additional information as for the other channels.

Email examples:

ra


PAGE 7

Post

Post

Prepaid postcards provide a flexible way for customers to give feedback in a range of different situations. These postcards can be distributed at low‐volume face to face contact points, enclosed within traditional mail, or left behind following a home visit. Staff can mark the s to indicate service area. Completed cards are processed by Gov etric, and the results appear in the reporting system alongside all the other customer feedback data.

Post examples:

1.4 Services

1.4.1 First- and second-level serv es

ly launched data collection for 2nd level services. A standard list of secondary services has been determined through a consultation process with existing customers. Second level service categories can however be varied on an individual customer basis if required.

The addition of this feature allows customers to drill down into the data to determine the root cause for customer (dis)satisfaction and take the appropriate action.

1.4.2 Flexible questions and question sets

GovMetric also recently introduced the ability to ask additional, customer specific questions. These can be channel specific and can be varied on a periodic basis (e.g. quarterly). Alternatively, questions can be morgeneral in nature and support an organisation’s requirement to ‘consult’ with customers on a variety of issues.

During the implementation process we will review with you a bank of common questions used by customers so that you can determine which are appropriate to your own circumstances. We will also advise on how they should be structured by channel.

cardM

ic

GovMetric recent

e


PAGE 8

1.5 Reporting

Reporting of all the GovMetric data – b ve web‐based reporting suite. The reporting us te the data in a wide variety of ways depe by saving ‘favourite’ reports ensuring thdisplayed hierarchically allowing data s

Some of the reports most used by othe

1.5 Reporting

Reporting of all the GovMetric data – b ve web‐based reporting suite. The reporting us te the data in a wide variety of ways depe by saving ‘favourite’ reports ensuring thdisplayed hierarchically allowing data s

Some of the reports most used by othe

oth volumetric and satisfaction – is delivered through the intuities a highly flexible ‘filter’ approach, which enables users to interroganding on their requirements. Individual user dashboards can be built upat each user gets straight to the reports they most value. Data is ources to be viewed on a ‘grouped’ basis if required.

r Subscribers include:

oth volumetric and satisfaction – is delivered through the intuities a highly flexible ‘filter’ approach, which enables users to interroganding on their requirements. Individual user dashboards can be built upat each user gets straight to the reports they most value. Data is ources to be viewed on a ‘grouped’ basis if required.

r Subscribers include:

Highlight reports – setting out the overall satisfaction levels and volumes by channel and/or by service or vice versa , thereby highlighting channel migration opportunities

Trend analysis graphs– identifying the links between demands for service and the satisfaction levels, or simply tracking satisfaction over time, to a granularity of 60 minute intervals

Failure demand reports – analyse ‘right first time’ service delivery by service by hannel and use the data to fix the problem

c

Comments reports – enabling you to review, action and track verbatim comments received directly from your customers

Satisfaction reasons – enabling the organisation to identify the reasons why customers are (dis)satisfied and subsequently make evidence‐based decisions

Sample screenshots:


PAGE 9

erts

ing

1.5.1 Tracker & Al

In‐built Alerting flags up issues as soon as they occur, ensuring that the right people can respond and turn problems around fast. Tracker tools enable you to assign customer comments to an individual or team for action, and manage them through to resolution.

media,

1.5.2 Management report

The management reporting feature enables you to automatically export dashboard reports to other ideal for sharing in team meetings and management reports.


PAGE 10

al

seminars are also held for users on a weekly basis; many of

1.7 Additional modules

GovMetric is constantly being expanded in its scope and capability. Much of this new development is driven by the members of the user group, whose input has resulted in a number of optional additional modules thatadd greater value and richness to the insight delivered by GovMetric.

1.7.1 E-forms integration

GovMetric can be incorporated into e‐forms to provide valuable insight into customer satisfaction with online self service facilities.

1.6 Subscriber Port

MyGovMetric is the subscriber portal, providing users with a host of news and information on the GovMetricservice. The online tutorials cover a wide range of topics, and customer case studies make it easy to learn fromand to share best practice. In addition, web basedthe topics for these seminars are driven by the user group.


PAGE 11

of service delivery being reported by different access to, or experiences of, the services you

e, GovMetric is able to apply demographic

(Experian’s Mosaic or CACI’s Acorn) to deliver

tions can now understand how satisfaction well as understand which groups use what

1.7.2 Equalities monitoring

Additional questions at the end of the core GovMetric question set will allow the organisation to record key Equalities data (Age, Gender, Ethnicity, Disability) about respondents. This allows for both overall Equalities monitoring – understanding what proportion of respondents fall into each band or group within the response options – but also for Equalities groupings to be cross referenced against levels of satisfaction.

This module provides a much greater insight into the experienceage groups or ethnicities and can help to highlight inequalities inprovide.

1.7.3 Customer segmentation

By extending the question set to request the customer’s postcodprofiling datasets to the feedback received.

The Demographic link module works with key Profiling datasets significantly deeper levels of insight about your customers.

By linking GovMetric customer feedback with postcode, organisavaries by channel and service for different customer groups, as channel to access specific services.


PAGE 12

les

e‐

2. Costs & Timesca

We understand the financial challenges that public sector organisations are faced with and the need for valufor‐money products which offer real business benefit. Based on our discussions around your requirements, the GovMetric package proposed is as follows:

Core GovMetric question set (service rating, reasons, flexible questions, verbatim comments capture) with up to 5 reporting users. Access channel monitoring as below:

Included in packageGovMetric: F2F withTouchscreen

GovMetric: Telephone

GovMetric:Web GovMetric: GovMetric: GovMetric: Demand Email mobile/SMS Post volumes

1 Included, up to

25 seats Included, 1 domain Included Not included Not included Not included

The cost of this Core Service, is based on a 36 month subscription.

One‐off implementation cost: £6,995 (payable 50% on order confirmation and 50% on Go Live)

Annual service fee: £4,825 per annum (payable on Go Live and thereafter annually in advance).

All prices quoted above exclude VAT. These prices are offered strictly subject to contract and will remain open for acceptance for 30 days from the date of this proposal.


PAGE 13

ining & Support

g as soon as is practical after order confirmation, and is normally fully complete within 8‐10 weeks subject to resource and capacity availability

minated project manager from within your organisation to:

3. Implementation, Tra

3.1 Implementation

Implementation will begin with a kick‐off meetin

We will provide a project manager who will work with a no

Scope cust th Metr ents uiremomisation of e relevant Gov ic compon to your req ents

y s m quire any intIdentif ources of volu etric data and re ments for GovMetric erfaces

Agree and exe ct plan.

During the implementation GovMetric will work with you to develop workable processes for transferring of the rm within corporate network security

.3 Ongoing Support

Ongoing help desk support will be available from 9:00am – 5:00pm during UK business working days.

cute proje

volumetric data from your internal systems to the GovMetric platfopolicies.

3.2 Training

Once the service is live, we will provide local administrator training on a train‐the‐trainer basis within 2‐3 weeks of the live date.

3


PAGE 14

Loop

f engaged with GovMetric is as much a part of rolling out the service as the equipment and learning to use the reporting suite. Fortunately, our experience in working with

used to promote

Customer posters:

taff posters:

4. Promoting GovMetric and Closing the

Getting your customers and stafinstallingorganisations means that we have plenty of ideas and tools that will make this task easy.

An example of this is the wide range of posters that have been developed, which can beGovMetric to both customers and staff.

S


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are your belief that demonstrating how the

To

To keep the feedback coming in the long term, both staff and customers alike must shproviding feedback is worthwhile. This means sharing the results from GovMetric, andorganisation has actively used the feedback to make positive changes to the way services are delivered. make this easier, GovMetric provides a wide range of templates and guidance.

Examples of Closing the Loop:


PAGE 16

capturing consistent feedback

information irrespective of the service accessed or the channel used. Since feedback is gathered at the point of interaction, it provides an accurate measure of public perception of the provider as a service delivery agent within the community.

The GovMetric approach will provide you with the ability to:

5. Summary

GovMetric is an always on, multi‐channel customer feedback service which will enable your organisation tobaseline and benchmark its performance – by channel and by service – through

Improve Service Plans – improvements to service plans and channels can now be made based on feedback gathered through GovMetric, by understanding where service delivery is failing – which service over what channel and why it does not meet customer expectations

Make decisions based on actual evidence – budgets and resources can be focussed on the areas that have been identified as needing improvement based on real information.

Justify investment to Members and demonstrate improved service delivery – investments approved by Members can now be made based on evidence of objective customer feedback; once changes have been implemented, customer feedback on improvements can be monitored through GovMetric.

‘Close the loop’ automatically with customers and staff – feedback from customers can be automatically exported to intranets and public websites enabling staff and customers to be kept informed; as it is automated, it is always curr ‐understand “smiley face” data can be easily captured for other communications media such as resident newsletters, LCD TVs, etc.

ent and meaningful. The easy‐to

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