Update Customer and Digital Programme Simon Higgins AD Customer - - PowerPoint PPT Presentation

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Update Customer and Digital Programme Simon Higgins AD Customer - - PowerPoint PPT Presentation

Dec 31, 2023 142 likes •392 views

Update Customer and Digital Programme Simon Higgins AD Customer and Community Serving the people of Cumbria Presentation w ill cover Work to date Planned work in 2019 Work being scoped Decision making Current Savings

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SLIDE 1

Serving the people of Cumbria

Update Customer and Digital Programme

Simon Higgins

AD Customer and Community

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SLIDE 2

Presentation w ill cover

Serving the people of Cumbria

  • Work to date
  • Planned work in 2019
  • Work being scoped
  • Decision making
  • Current Savings
  • Risks
  • Governance and reporting
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SLIDE 3

Serving the people of Cumbria

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SLIDE 4

Council Plan

  • Consistent, high quality customer

experience across all services

  • Involve customers in the design
  • f services
  • Encourage customers who can to

self-serve

  • Offer high quality digital services
  • Ensure website and other digital

formats are fit for purpose.

  • Services designed and informed

by insight and feedback from our customers

  • Delivered at reduced cost
  • Ensure people can access the

information and services they need easily and quickly

  • Enable professional resources

are focused on those who need them the most.

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SLIDE 5

Customer and Digital Programme

  • Put customers at the heart of everything we do, providing quality services at

a reduced cost.

  • Digitally enabling communities and individuals whilst maximising efficiency in

the workplace.

  • Delivering the Customer Strategy, supported by IT Plan and Workforce Plan
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SLIDE 6

Principles

  • Single access point – multiple routes
  • Service centre is the solution
  • Automated and integrated w ith back office
  • Clear expectations and service levels
  • Resolution at first point of contact
  • Learning – enquiries, complaints, feedback

Serving the people of Cumbria

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SLIDE 7

Work completed

  • Netcall in place and operational
  • Matts low code platform in place
  • CXM platform in place
  • Website functionality upgraded
  • Skips and scaffold live
  • Blue badge live
  • Highw ays hotline move agreed and underway

Serving the people of Cumbria

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SLIDE 8

Serving the people of Cumbria

As is (Skip Application)

Customer Administrator

Inspector

Yes No

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SLIDE 9

Serving the people of Cumbria

To be (Skip Application)

Customer Administrator Automated Process Inspector

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SLIDE 10

Serving the people of Cumbria

As is (Scaffold Application)

Customer

Administrator

Inspector

Yes No

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SLIDE 11

Serving the people of Cumbria

To be (Scaffold Application)

Customer Administrator Automated Process Inspector

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SLIDE 12

Work planned 2019

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SLIDE 13

Serving the people of Cumbria

Work being scoped

  • Transport
  • SPA’s – Social care “front door”
  • Street w orks permits
  • Complaints and FOIs
  • Parking services
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SLIDE 14

Work being scoped

  • Recruitment
  • HIMS
  • Registrars
  • Children’s Information Service
  • Piloting Intelligent Automation

Serving the people of Cumbria

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SLIDE 15

What is Intelligent Automation?

  • Automation of tasks
  • Can only undertake rules based task not those requiring empathy
  • r judgement – so if the answer is yes do this if no do that – frees

people up to do more complicated subjective tasks

  • Tasks that take a person 5 minutes can be done in 10/15 seconds
  • Can do multiple tasks at the same time
  • Vastly improved accuracy – removal of human error
  • Efficiency savings

Serving the people of Cumbria

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SLIDE 16

Serving the people of Cumbria

HIMS contract

  • ption
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SLIDE 17

Decision making criteria

  • Efficiency savings
  • Customer experience
  • Resource implications
  • Time

Service area, customer, finance and performance

Serving the people of Cumbria

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SLIDE 18

Face to face customer service

  • Discussions w ith Local Committees 2018
  • Barrow and Whitehaven hubs as early priorities
  • Customer service through our community based services

and office buildings

  • Developments linked to Area Planning opportunities

Serving the people of Cumbria

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SLIDE 19

Other developments

  • Customer e-learning module and w ider customer training
  • Customer charter agreed and launched
  • Customer engagement in change projects
  • Customer measures – customer experience
  • Applying methodology from elsew here – Essex, North

Yorkshire, Edinburgh, Suffolk

Serving the people of Cumbria

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SLIDE 20

Customer Strategy progress

Serving the people of Cumbria

1

Developing a customer focused

  • rganisation

2

Redesign of priority services

3

Customer channel development and channel shift

0.0% 84.0% 16.0% 0.0% Red Amber Green Unknown 22.9% 68.6% 8.6% 0.0% Red Amber Green Unknown 0.0% 57.9% 42.1% 0.0% Red Amber Green Unknown

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Serving the people of Cumbria

Savings targets

2018/19 Savings Target £m 2019/20 Savings target £m

£0.172 £0.343

2018/19 Savings Target £m 2019/20 Savings target £m

£0.020 £0.700

Customer Service Transformation programme Information and Guidance

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SLIDE 22

1) Website 2) Social media 3) Email 4) Phone 5) In person

Governance and reporting

Serving the people of Cumbria

  • Customer and Digital

Transformation Programme Board – meeting monthly

  • CMT – one of 5 transformation programmes
  • Cabinet - CPDP reporting
  • Update to Cabinet on Customer Strategy
  • Scrutiny – Performance review and updates to SMB
  • LGA Peer Review focus
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SLIDE 23

Serving the people of Cumbria

Questions?