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 progress 5.
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
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
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
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
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 mail � Decrease in costs of collecting tax, rents and payments
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
Challenges � Customer Engagement – Slide or shove? � Communication � Internal Culture – Staff buy in /commitment � I.T. functionality � Delivering savings � Keeping satisfaction levels high
4 Current Key Deliverables � Correspondence – Reducing spend on postage from over £400,000 � Payment transaction charges – reduce reliance on 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
Thank you for Listening Any Questions?
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