Presentation from Work Smarter | Deliver More event hosted at North Lanarkshire Council in conjunction with GOSS Interactive. http://www.gossinteractive.com/online_efficiency #gossevent

1. Managing a Website
Peter Tolland
Customer Services Manager

2. Customer Services Goal
To deliver excellent services to our
customers in a challenging and
changing environment.
It makes good business sense

3. Capabilities of the Web
tagging
Wikis
skype
participation not publishing
Web Services
blogging
micro-pages Collective Intelligence
del.icio.us
folksonomy services not software
Maps
AJAX RSS
Wikipedia
emergence
BitTorrent
mashups
the long tail
rich user experiences

4. Results of that Capability

5. Changing Payment Methods
Council Tax Payment Methods
4%
17%
FSS Offices
Post Office/Paypoint
10% Telephone/Internet
Direct Debit
Other
10%
59%

6. Falling Cash Transactions
Cash office Transactions
1,150,000
1,100,000
Transactions
1,050,000
1,000,000
950,000
900,000
850,000
2007/08 2008/09 2009/10
Year

7. Customer Management Objectives
• Maximise core contact channels to free up
specialised staff (channel migration)
• Develop a single assessment framework
• Develop Out of Hours service provision
• Shared information across core contact channels
and back office systems (customer insight)
• Produce a profile of anticipated efficiency saving
and a detailed implementation programme.

8. Efficiency Savings
Channel Resource Effort Base Cost
Face to face 40 Units £8.23
Telephone 10 Units £3.21
Self Service 1 Unit £0.39

9. Worked example from NLC
• Using 2.5 million actual contacts from 09/10
• E- Channel shift of 10% (6% from F2F, 4% from phone)
Access Channel Current Costs Potential Costs
Usage Usage
Face to face £8.23 41% £8,742,490 35% £7,401,938
Telephony £3.21 32% £2,649,598 28% £2,309,620
E-channel £0.39 27% £265,972 37% £370,803
Totals £11,658,060 £10,082,361
Potential Saving £1,575,699

10. Managing a Website to Delivery
• Optimising existing channels (Web, CCC,
FSS)
• Consistent view of our customers across all of
our contact channels
• Use of Customer Insight
• Channel Migration
• Customer Satisfaction Measurement

11. Questions?