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Channel Shift Report to Scrutiny Committee Definition of Channel - - PowerPoint PPT Presentation
Channel Shift Report to Scrutiny Committee Definition of Channel - - PowerPoint PPT Presentation
Performance Scrutiny Committee 31 st July 2014 Directorate of Resources Directorate of Resources Channel Shift Report to Scrutiny Committee Definition of Channel Shift 1. Current situation 2. Our Strategy 3. Challenges 4. Projects and
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What is Channel Shift?
Customers accessing services by ‘cheaper’
channels It is NOT
Producing a leaflet and putting it on the website Closing the door on vulnerable residents Making it difficult to get through on the phone so
customers give up
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Current Situation -1
Customer Contact Centre Face to face and telephone enquiries for
Revenues Benefits Tenant Issues Repair reporting Bus Passes Refuse, Recycling and Garden Waste Environmental issues
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Current Situation - 2
Report it On-line details
Repairs, Graffiti, Littering, Missed Bins, Dog
Fouling, Requests for New Bins, Fly tipping, Abandoned Vehicles, Dead Animals, Grounds Maintenance, Moving House etc etc
Email enquiries – about anything and
everything
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Current Situation -3
Volumes – 2013-2014
- 250,676 phone calls answered
- 42,497 customers seen at a booth
42,497 customers seen at a booth
- 58,648 callers to main reception
- 10,683 email enquiries answered
Total Enquiries 362,504. £1.77 per enquiry
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Channel Shift Strategy
Self Service Council Tax, Benefit and Rent
information through an on-line account (MyInfo)
On-line reporting of routine service requests –
straight to contractor
Reduction in expensive outgoing and incoming
Decrease in costs of collecting tax, rents and
payments
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Channel Shift and Accessibility
We want our services to be
Open to everyone Meet the needs of our residents Meet the needs of our residents Deliver first time Provide Customer Satisfaction
And..
Provide good value – Channel Shift
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Challenges
Customer Engagement – Slide or shove? Communication Internal Culture – Staff buy in /commitment I.T. functionality Delivering savings Keeping satisfaction levels high
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4 Current Key Deliverables
Correspondence – Reducing spend on postage
from over £400,000
Payment transaction charges – reduce reliance
- n cheques, payment cards and cash to release
savings of up to £100,000
On-Line Benefit claims – meet customer
expectations and DWP standards
Environmental reporting – Tool to deliver service
improvements and efficiencies
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