Excellence for Citizens
Customer Excellence

Citizen First
• Increase Performance
CSR07, VFM, Operational Efficiency Programme, Credit Crunch
• Maintain Excellence
CAA, Communication, Collaboration, Engagement
• Improve Perception
Knowledge sharing, Consistency, ONE

Increase Performance?
• The web is the least successful channel for
councils
• Failure rates for enquiries between 10% and
40%
• If the online services do not work, an avoidable
contact will have been created
Better Connected 09

Increase Performance
• Continually improve top transactions
finding jobs, schools information, paying council tax, viewing planning
registers, and paying parking fines… Dynamic user lead Q&A
• Focus on customer experience
Must be a ‘joy’ to use
• Robust, reliable and secure
• Improve back office integration
Remove any unnecessary steps/blockers which impede turnaround

Maintain Excellence
Communication Collaboration Engagement

Maintain Excellence
Widgets
• Huh?
• We can’t drive everyone to kirklees.gov.uk
• Transactions
• Data reuse
• Events, Polls, Discussion, File Share
• Multi Platform - Mobile Devices
• Reusable
• Market Segmentation
• Viral via SNS etc
• Internal use

Improve Perception
• Improve knowledge sharing
– Q & A wizard (intranet guidelines system)
– Dynamic Q & A with UGC
– Internal & external Social Networking
– All staff access to same data systems

Engaging others in the decisions we make

• Improved effectiveness and efficiency, delivered
through new technologies, leading to a better
customer experience and an improved skill set
for council employees.
• Improved customer service enabling easier
customer access to reliable, consistent, usable
services.
• A joined up and integrated workforce, where all
employees have access to and share the
information, reflecting a One Council approach.