Do not use fonts other than Arial for your …councilportal.cumbria.gov.uk/documents/s102131/SMB...Do not use fonts other than Arial for your presentations Council Plan • Consistent,

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Serving the people of Cumbria

Customer and Digital

Programme Update

Simon HigginsAD Customer and Community




Council Plan

• Consistent, high quality customer

experience across all services

• Involve customers in the design of

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



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



Principles

• Single access point – multiple routes

• Service centre is the solution

• Automated and integrated with back office

• Clear expectations and service levels

• Resolution at first point of contact

• Learning – enquiries, complaints, feedback



Highways Hotline



Pre-Transition Post-Transition

Jul-17 Aug-17 Sep-17 Jul-19 Aug-19

Answered (by an agent)

3201 2980 3225 2470 2434

Voicemail

561 557 670 N/A N/A

Unanswered, engaged or abandoned

948 945 1040 89 78

% Answered

68% 66% 65% 97% 97%

67% 97%


Performance Improvements


Activity Codes Total Count Total Count (%)

Report a New Defect 2491 31.9

General Enquiry / No Other Applicable Code 1559 20

No Activity Code 1001 12.8

Caller Redirected to Parking 677 8.7

Report an Enquiry or Request 500 6.4

Road Closure / Diversion Query 382 4.9

Update on an Existing Defect (Update Provided) 328 4.2

Update on an Existing Defect (Unable to Provide Up 210 2.7

Streetworks Query / Defect 193 2.5

Emergency Defect 174 2.2

Other 292 3.74%


Contact Analysis


Improvement Work Stream





> Work stream overview


Front door

Simon Higgins

Data store

Simon Higgins

Work tools

Karl Melville

Asset Management

Andy Brown

Engagement and culture

Customer insight

Membership from…

> Highways

> Transformation

> Digital

> Service Centre

> Communications

> ICT

> Performance

> Finance



Purchase to Pay Automation

• End to end review of process

• Improvements including automation

• Removal of blue slips being rolled out

• Savings being delivered

• Accuracy and efficiency improved



Registration

• Transitioned to service centre

• Integrated to Matts and Netcall platforms

• Abandon rate improved from 85-5%

• Income above target

• Positive staff engagement



SPA’s

• Single point of access for Adult Social Care

• 6 SPA’s spread across the County

• Located with social work teams

• Key to demand management and customer

experience



SPA’s

• Full review of SPA’s completed

• Working across 3 service areas

• Improvements and efficiencies identified

• Future operating model agreed

• Implementation planned and underway



Brokers

• Administrative team

• Responsible for placing care orders

• Adult social care (home care) and transport



Brokers

• Full review of Brokers completed

• Improvements and efficiencies identified

• Future operating model agreed

• Implementation planned and underway



Customer Work-stream

• Full review of customer contact points

• Review of library branding and customer experience

• Customer principles for the organisation

• Integration with adult learning

• Coordination with Area Managers



Additional Opportunities

• Direct payments Adults

• Direct Payments Children’s

• Health Payments

• Client Affairs

• Internal process improvements work-stream



Current MTFP Savings

• Roll forward saving 314k

• Service centre automation 350k

• SPA/Brokers 450k

• Total 1.1m




Questions?

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