On Line Customer Services Carol Cutler – Director of Business Transformation and Customer Service.

On Line Customer Services

Carol Cutler – Director of Business Transformation and Customer Service

Customer Services Strategy

Increase customer satisfaction● One stop service - where appropriate● Focus on resolution at the first point of contact● Complete visibility of the end to end process● Understand our customers and respond to their needs

Reduce Costs● Make self service available for as many services as

possible ● Eliminate avoidable contacts● Make each contact as efficient as possible

Vision- Customer Journey Example

Mrs E is an older person who receives daily care from her husband. Her Husband passes away and she contacts the Council through a Golden Number to register the death

The Access Harrow contact team register the death and enquire about Mrs E’s wider support

needs.Access Harrow change Mrs E council tax details for single

person allowance, change her details and update her DD

mandate.Access harrow recognise that her

change in circumstances will trigger a benefits change and set

up a F2F appointment and triggers the mailing of relevant

formsThe assessor pre-screens for

reablement. Mrs E passes the pre-screen and an appointment is

made

Mrs E visits Access harrow for her initial appointment. The

assessor has a file with information about her position and needs from her initial call

and from her filled forms.The assessor identifies that

Mrs E has a disability and that she will qualify for assisted

refuse collection. He sets this up immediately.

Mrs E is advised of her appointment date and starts collecting the financial evidence needed. Mrs E only needs to produce some updated documents as Access Harrow already have some information from her R&B data

Mrs E receives a letter from Harrow advising that her

benefits have been reassessed and she will be

getting an enhanced benefit. She also sees the start of her assisted rubbish collection

and finds she is entitled to a freedom pass which she was

unaware of.

Mrs E continues to receive support from the reablement

team and begins to regain her independence

Access Harrow initiate a review of Mrs E’s benefits and council tax payments and advise her of what they have done.

They also arrange for assisted rubbish collections and a mobility assessment

Mrs E continues to live independently, supported by a personal carer, enhanced benefits and a tele-care package.

Access Harrow call her every month to ensure the support is meeting her needs

Following her Assessment, Mrs E receives a package of support in her Home to enable her to remain independent

Vision- Customer Journey Example

Mrs S has just moved into the Borough. She is married with 2 young children and does not know the area well

Mrs S calls Access Harrow on a Golden

number set up for people moving into the Borough.

The main reason for the call was that Mrs S wants to register her children for

school. Access Harrow advises Mrs S on local schools and sends her the relevant application

forms

Access Harrow take all Mrs S’s details and

register her for council tax. They update the relevant systems.

Access harrow trigger the sending of electoral registration forms

During the call Access Harrow are prompted to ask wider questions related to moving into the area to provide a relevant package of assistance and support. The questions asked are triggered by responses and need

Access Harrow then advise Mrs S of Local

leisure and library facilities and provide

details of membership costs for the local gym and swimming lesson

classes for the children

Mrs S joins her local gym and enrols the children for swimming lessons. On receipt of her new library card she also becomes and active user of the service.

Following her call Mrs S gets her new library card in the post and some leaflets on gym membership and sports classes

This is what we have built…

OnlineServices

Phone

Walk-in

Mail (Paper)

email

Channels Access Harrow

CCPH

Cisco IP Telephony

SAP CRM

Civica Workflow & Document Management

CCPHCitizen

Matching

CCPHAutomated

Agent

VoiceSageAutomated

VoiceSystem

Line of Business Applications

Seebeyond Middleware

Strategy – Technical Principles

● All contact information, from all channels, including web, goes into the CRM system and creates a record

● Workflow used to create work items linked to CRM ticket

● Information from all systems goes into Business Warehouse to create end to end visibility of contact and accessible MI

● Multiple entry of data eliminated

● Standard entry processes enforced

● Automated processing of web forms where possible

On-Line Services

● Understanding your customers● Web site design● Really useful things!● Location based services● Authenticated services● What you can achieve

Understanding Your Customers

● Use of customer segmentation● Broadband access and usage● What on-line services do customers want/use● Go where your customers go● Keep checking you’ve got it right

Web Site Design

● Decide on the purpose of your web site and stick to it● For Harrow its transactions, transactions,

transactions…………………….● Make it easy for people to fine what they need● Minimise the number of ‘clicks’ needed to get there● Make sure the information is easy to understand and

up to date● You’ve only got one chance!

Really Useful Things

● Prioritise services customers want to use● Make it as easy as possible

– Pre populate forms– Rationalise forms– Provide real time information

Missed Bin

Missed Bin

Missed Bin

Penalty Charge Notices

Penalty Charge Notices

Penalty Charge Notices

Really Useful Things

● Prioritise services customers want to use● Make it as easy as possible

– Pre populate forms– Rationalise forms– Provide real time information

● Use of video – a picture speaks a thousand words!

Use of video

● My Harrow– Harrow’s online resident information portal

– A set of online interactive maps

– One-stop portal for local information

– Cross selling portal for other council services

– Access to MyHarrow Account and MyHarrow eNewsletter

Location Based Services

Your PropertyYour Property

Is the property in a controlled parking zone?

Separate areas of information

Location and contact of local Police

Sub menus with more information

How far from your house do

you want to search?

Brief details and links to full planning application

Click on a map pin to get details

What goes in what bin

Bin collection schedule

Council services around you

Drop down menu showing 20+ data sets

Brief details and link to own webpage

All data available in a list

Print and share link options

Did You Know Section:Cross selling portal for other council and partnership services, page and

Experian category specific All NHS data comes directly from NHS Information Centre

Future look of MyHarrow Phase 5

Customer Portal

Possible Future Local Information

System

Resident eNewsletter

Authenticated Services

● We have reached a point where to expand the on line services we offer, we need to know who we are communicating with

● The solution is the Citizen Account stating with Revenues and Benefits but with a programme for expansion across all services

● Upon registering, a secure PIN is sent to the customer’s registered address, similar to online banking

● We can now authenticate who we are communicating with electronically, and can now offer an expanded range of personalised services

Working smarter, improving efficiencies

Use of technology●Cost per Face2Face reduced from £5.61 on 2006 to £4.36 in 2010●Cost per telephone call reduced from £1.85 in 2006 to £1.68 in 2010●Cost per web transaction reduced from 26p in 2006 to 13p in 2010

Channel Migration●In 2007 8% face to face, 50% telephone, 42% web●In 2008 7% face to face, 41% telephone, 52% web●In 2009 6% face to face, 30% telephone, 64% web

●Average cost per transaction reduced from £2.23 in 2006 to £0.87 in 2009/10 and 77p in the first quarter of this year

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