Bernard Fenton – Head of Customer Management

Bernard Fenton – Head of Customer Management

Delivering value from channel shift,

not just savings

Vision for channel shiftvalue or savings?

Thinking ….

QUEST project

Step Change – higher risk

Relies on creative people

Direction not destination

Thinking ….

Dr Eddie Obeng – New Rules for the New World

Challenge best summarised as ….

(Reducing budgets + increasing transactions

= Same or more with less!)

Thinking ….

(£92m savings + 55% increase in contacts)

Thinking ….

VALUE

Council Customer

More transactionsLower cost per transactionOptimise use of resource…….

More accessFast & easyLess waiting …..…….

How do we ensure value for both?

• Same customer– Council Tax

payment– Missed Bin report– Complaint

• Transaction– Rules based– Assessment– Personal

Thinking ….

Customer behaviour – is choice a good thing?

Starting ….

Payment transactionsFamiliar transactionHigh volume – 162,000 paSizeable opportunity

StrategyBrave – turned off channelsMeet & Greet TeamTook savings from budget

Starting ….

Success30% increase in transactions35% increase in internet payments37% decrease in cash payments15% reduction in cheque payments8% increase in Direct Debit paymentsRemoved 2 FTEs - £50,0000 pa

Confidence & Credibility

Growing ….

Lagan Citizen Portal forms (LCP)

On-line transactionsFamiliar transactionsHigh volumeSimple transactions

Familiar transactionsHigh volumeSimple transactions

Streetpride, Customer FeedbackIn-house team - secondedRapid development – 90 days

Strategy

Growing ….

Lagan Citizen Portal forms (LCP)

Acting as a Trusted Customer Advisor

In built eligibility criteriaBusiness rulesRouting rulesStructured data collectionSignposting adviceEmail confirmation

Growing ….

Lagan Citizen Portal forms (LCP)

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40+ Different LCP formsApproaching 2,000 transactions per monthBasis for all Welfare Reform Eligibility Customer surveysData collection on customer flow

Growing ….

Lagan Citizen Portal forms (LCP)

Saved £50,000 pa in staff reductions4% of all customer contactsOut of hours access – 35% Customers monitor their own caseCreated 4,000+ valid email addressesDoor step surveysConfidence!

Benefits – To date ….

Growing ….

Lagan Citizen Portal forms (LCP)

Integrate payments into LCP formsBook & Pay TransactionsInternal applications – car parkingNew E-Business!Customer segmentation marketing

Next Steps

Political dimension – what’s in it for them?

“More self-service transactions gives our advisors more time to focus on more complex cases or more vulnerable customers”

Derby City Council – Cabinet Member for Business, Finance & Democracy

What’s in it for them?

• Increased contacts managed for Adults Health & Housing

• Gave CYP staff more of their time

• Lowered the admin cost for Local Assistance Scheme

• Managed Energy scheme at no additional cost

Success factors – ICT, people or something else?

Be clear about where you are goingBuild momentum, prove, create confidenceValue & savings for customers & the CouncilLed by type of transactionAssisted transactions & close channelsMembers are important stakeholders

Learning ….

Yes, and …

Thank you