Enterprising DG Roa oads S ds Ser ervice vice - Tota otal l - - PowerPoint PPT Presentation

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Enterprising DG Roa oads S ds Ser ervice vice - Tota otal l - - PowerPoint PPT Presentation

Enterprising DG Roa oads S ds Ser ervice vice - Tota otal l Mob Mobil ile e Wor orking king Customer Rep Customer epor orted ted R Roa oad Def d Defec ect t Proc Pr ocess ess Emma Car Emma Carruth uther ers, s, Busine


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SLIDE 1

Enterprising DG

Road

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To

  • The

he Futu Future

Roa

  • ads S

ds Ser ervice vice - Tota

  • tal

l Mob Mobil ile e Wor

  • rking

king Customer Customer Rep epor

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ted R Roa

  • ad Def

d Defec ect t Pr Proc

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ess Emma Emma Car Carruth uther ers, s, Busine Business ss Impr Improveme ement nt Of Offi fice cer

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SLIDE 2

Aims for today

➢ Delivering Improvement Team and Roads Service ➢ Digital Workforce – Total Mobile ➢ The business process and the customer ➢ Integration ➢ Improvements

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SLIDE 3

Enterprising DG

Roads s Ser Service vice - Tota tal Mo l Mobil ile Working ing

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SLIDE 4
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SLIDE 5
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SLIDE 6

Doing it all manually…

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SLIDE 7

Service Customer Lengthy manual processes Delays in responding to customers reports Duplication of data input onto multiple systems Lack of appropriate response to customers Lack of consistency across offices Limited opportunity for the customer to feedback on service received

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SLIDE 8

Desired Benefits from Integration

  • Information held in one place
  • Consistency
  • Automatic updates
  • Real-time customer data
  • Increase interactions with customers
  • Effective use of time
  • Better data
  • Reduction in non-activity time
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SLIDE 9

Doing it the digital way

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SLIDE 10

Online Fault Reporting LAGAN (CRM) Total Repairs Total Mobile

Syste System m In Inte tegration tion

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SLIDE 11

Successes of Project

  • Customer focussed real time updates
  • Customer Satisfaction information
  • Reduced manual effort
  • Removed process duplication
  • Consistent approach
  • Helping customers at the first point of contact
  • No more manual spreadsheets
  • Cyclical inspections – reduced customer reports
  • Duplicates, trunk and private reports will be dealt with at

first point of contact The cost per interaction of the new process is £0.91 (approx) and takes 13 minutes 20 seconds processing time.