Breakout 1 digital public services - simon pollock

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Breakout 1 digital public services - simon pollock

  1. 1. Simon PollockHead of CustomerServicesSurrey County Council
  2. 2. Simon PollockHead of Customer Service Surrey County Council
  3. 3. AuthorsSarah Fogden, Cabinet OfficeBob Kamall, Cabinet OfficeCarolyn Cho, Cabinet OfficeStephen Dodson, DC10plusMarin Herbert, Student Loans CompanySimon Pollock, Surrey County Council
  4. 4. Surrey’s Channel Strategy 5
  5. 5. “…..channel shift DOES NOT mean simply moving an organisation’s customer contact online….
  6. 6. The internet is notalways the bestchannel
  7. 7. “…..deliberate channel shift is the design and marketing of effective and efficient channels because they are the most appropriate channel for the type of contact, customer and organisation….”
  8. 8. Three Speeds of Channel Shift
  9. 9. Channel Hopping
  10. 10. 1. Who’s in Charge?
  11. 11. 1. Who’s in Charge?
  12. 12. Customer Services Contact Web Centre Team CSI Team
  13. 13. 2. Good Housekeeping
  14. 14. 3. Why Use the PublicWebsite? 17
  15. 15. The Top 3
  16. 16. The Top 3
  17. 17. Turn Of Your Internal Systems Less internet users shifting to other channels Less calls Better 24 hour offering More citizen empowerment Less or no Contact Centre licences Less Contact Centre training Ability for partners to take your calls Easy to upscale operation with untrained staff The beginnings of a “unified public sector” ??
  18. 18. 100,000 150,000 200,000 250,000 300,000 350,000 400,000Jan-06Mar-06May-06 Jul-06Sep-06Nov-06Jan-07Mar-07May-07 Jul-07Sep-07Nov-07Jan-08 Website VisitorsMar-08 Channel Shift at SurreyMay-08 Jul-08Sep-08Nov-08Jan-09Mar-09May-09 Jul-09Sep-09
  19. 19. Channel Shift at Surrey Phone Calls 60,000 50,000 40,000 30,000 2007 20,000 2008 2009 10,000 - Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
  20. 20. Falling Cost Per Contact Calls Web Emails Total Contacts Increase YOY2007/08 590,238 3,342,611 43,429 3,976,2782008/09 540,677 4,871,192 47,298 5,459,167 37.3%2009/10 490,537 5,890,088 54,783 6,435,408 17.9% 61.8% Budget Cost per Contact Reduction YOY 2007/08 £ 3,135,348 £ 0.79 2008/09 £ 3,355,020 £ 0.61 -22.1% 2009/10 £ 3,631,438 £ 0.56 -8.2% 15.8% -28.4% ****Update**** Cost per contact for October 2011 has dropped below 40p
  21. 21. Simon PollockHead of Customer Service Surrey County Council

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