E-ACCESS DEVELOPMENT  Ceri Clark
OVERVIEW <ul><li>Better Customer Service </li></ul><ul><li>Increased access </li></ul><ul><li>Accessibility </li></ul><ul>...
BETTER CUSTOMER SERVICE <ul><li>In 2010 as a result of channel shift measures customer satisfaction increased by 79% in Rh...
BETTER CUSTOMER SERVICE - CONTINUED <ul><li>Accessible </li></ul><ul><li>Open 24 hours a day, 7 days a week.  </li></ul><u...
VALUE FOR MONEY <ul><li>“ Across the Council we dealt with 14,442 online transactions last year (10/11), an increase of 33...
VALUE FOR MONEY - CONTINUED <ul><li>Transaction type cost </li></ul>(Source: Socitm, Better served: Customer access, effic...
VALUE FOR MONEY – CONTINUED <ul><li>Back Office functions streamlined </li></ul><ul><li>More money to initiate new develop...
WHERE NEWPORT IS NOW <ul><li>Use of Jadu for transactional payments </li></ul><ul><li>Streetscene for reporting problems <...
VISION <ul><li>Within five years Newport City Council to obtain full four star status. </li></ul>
VISION FOR FUTURE DEVELOPMENT <ul><li>Access for all via </li></ul><ul><li>Government Gateway </li></ul><ul><li>New Techno...
VISION FOR FUTURE DEVELOPMENT - CONTINUED <ul><li>Discussions/collaborations with other councils, sharing Best Practice an...
VISION FOR FUTURE DEVELOPMENT - CONTINUED <ul><li>Engagement </li></ul><ul><li>Organisational buy-in - Champions </li></ul...
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E-access.Development

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Presentation on why e-access is important to UK Councils.

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E-access.Development

  1. 1. E-ACCESS DEVELOPMENT Ceri Clark
  2. 2. OVERVIEW <ul><li>Better Customer Service </li></ul><ul><li>Increased access </li></ul><ul><li>Accessibility </li></ul><ul><li>Value for Money </li></ul><ul><li>Cheaper cost per transaction </li></ul><ul><li>More ‘hands’ for complex queries </li></ul>
  3. 3. BETTER CUSTOMER SERVICE <ul><li>In 2010 as a result of channel shift measures customer satisfaction increased by 79% in Rhondda Cynon Taf </li></ul><ul><li>– SOCITM 2010: “Tomorrows Public Services Today” </li></ul>
  4. 4. BETTER CUSTOMER SERVICE - CONTINUED <ul><li>Accessible </li></ul><ul><li>Open 24 hours a day, 7 days a week. </li></ul><ul><li>Access from anywhere there is an internet connection. </li></ul><ul><li>Accessibility </li></ul><ul><li>From wheel-chair users to hearing and sight difficulties, clients can use their own equipment. No need to navigate public transport, steps and public buildings </li></ul>
  5. 5. VALUE FOR MONEY <ul><li>“ Across the Council we dealt with 14,442 online transactions last year (10/11), an increase of 33% or 3553 transactions from the year before (09/10). In channel shift terms this would equate to a saving on telephony of over £18K.” </li></ul><ul><li>Kit Wilson, Customer Services Manager, Newport City Council </li></ul>
  6. 6. VALUE FOR MONEY - CONTINUED <ul><li>Transaction type cost </li></ul>(Source: Socitm, Better served: Customer access, efficiency and channel shift, 2011 (data from ONS Briefing 2010)) & SOCITM 2010: “Tomorrows Public Services Today” Face-to Face Telephone Web Rhondda Cynon Taf £4.49 £1.47 £0.09 Wales Average £5.67 £2.43 £0.17 SOCITM £7.40 £2.90 £0.32
  7. 7. VALUE FOR MONEY – CONTINUED <ul><li>Back Office functions streamlined </li></ul><ul><li>More money to initiate new developments </li></ul><ul><li>People are freed up to do more interesting complex tasks </li></ul>
  8. 8. WHERE NEWPORT IS NOW <ul><li>Use of Jadu for transactional payments </li></ul><ul><li>Streetscene for reporting problems </li></ul><ul><li>Satisfactory SOCITM rating </li></ul>
  9. 9. VISION <ul><li>Within five years Newport City Council to obtain full four star status. </li></ul>
  10. 10. VISION FOR FUTURE DEVELOPMENT <ul><li>Access for all via </li></ul><ul><li>Government Gateway </li></ul><ul><li>New Technologies </li></ul><ul><li>Accessible from locations around Newport for those without internet access from home </li></ul>
  11. 11. VISION FOR FUTURE DEVELOPMENT - CONTINUED <ul><li>Discussions/collaborations with other councils, sharing Best Practice and solutions </li></ul><ul><li>Management Information to develop the service(s) further. </li></ul>
  12. 12. VISION FOR FUTURE DEVELOPMENT - CONTINUED <ul><li>Engagement </li></ul><ul><li>Organisational buy-in - Champions </li></ul><ul><li>Citizens </li></ul>
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