Tim Rainey - Tameside MBC - channel shift
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C hannel Shi f t i ng How to get people to do it online and save you money 2010 Tim Rainey Tameside MBC SO CI TM Co n f e re n c e
description
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
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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
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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
