Improving Customer Service in Harrow Reducing Repeat Callers Jonathan Milbourn – Head of Customer Services
Apr 01, 2015
Improving Customer Service in Harrow
Reducing Repeat Callers
Jonathan Milbourn – Head of Customer Services
I feel your pain!
I feel your pain!
I feel your pain!
I feel your pain!
Understanding Our Customers
● Late/middle aged, married couples● Teenage children● Expensive, detached houses● Luxury cars● Very high incomes, investments● Top professions, senior managers● Well educated
● Waste & Recycling● Environmental services● Highways
● Preferred Communication Channel - Web
Segments A & B- Extremely wealthy professionals
- Financially secure older couples - 24.3% of households
Understanding Your Customers
● The Neighbourhood Champions scheme is a network of volunteers throughout Harrow whose role is to inform us about everyday street level issues such as litter, graffiti, fly-tipping, ASB and broken street lamps that they see in their own streets.
● A joint initiative between Harrow Council and the Metropolitan Police. ● This scheme is about getting the community involved to help highlight
street level issues so something positive can be done about them.
● It isn’t about spying or informing on neighbours and other residents.
● The scheme was initially launched in Spring 2010 and there are currently 1,000 Neighbourhood Champons in operation
What is a Neighbourhood Champion?
Resolution at First Point of Contact
Resolution at First Point of Contact
Resolution at First Point of Contact
Member’s Casework
The Results
Year Unique visitors per
month
Transactions per month
Total Account Holders
Monthly Account Users
2008/9 68,250 1,350 N/A N/A
2009/10 72,513 2,826 N/A N/A
2010/11 73,774 4,950 3875 1,619
2011/12 77,918 12,863 12,710 4,740
2012/13 115,764 22,724 32,921 10,412