James Thompson Local Government Strategist, ESRI (UK) Ltd<br />Delivering Improvements in Customer Service through enterpr...
Customer expectations<br /><ul><li>Increasing demand for more customer-focused services
Online services, that are accessible on a 24/7 basis
Personalised to the needs of the customer</li></ul>2<br />
The ‘Perfect Storm’ for the Public Sector<br />3<br />“Doing more with less is exactly what the public expects of us all d...
Geographic Approach - Improving customer service<br /><ul><li>Improve customer service
Increase productivity and the efficiency of front line services
Ensure the effective use of resources</li></ul>.....delivering cashable efficiency savings<br />
Our Vision – Enterprise GISTransforming customer service & insight<br />Contact Centre<br />Responding to enquiries from c...
SOCITM Insight's report on website take-up and channel benchmarking has some interesting results.<br />"Councils must reco...
Improving take-up of online services & citizen engagement<br />Reduced transaction costs<br />More effectively manage simp...
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Delivering Improvements in Customer Service through enterprise GIS

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Presentation given at the ESRI (UK) Annual Conference May 2010.

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  • Our world is changing and changing faster than we have ever known before, in the ways we consume everyday products and service.Whether we work in the public or private sector Customers have increased expectations for service delivery, both within the private and public sectors alike.Like any customer-focused organisation, local authorities have been striving to provide efficient, fast, online services, that are accessible on a 24/7 basis,
  • It is hard to escape the constant speculation about Public Sector Spending and the implications for Local Government What is a ‘Perfect Storm’? ‘The simultaneous incidence of events, the combination of which amplifies the overall impact to extreme levels.’Financial Pressures- Impact of the recession, and the resulting public sector budget deficit.- Public spending could be cut back for several years: possibly up to 10 yrs? - Public funding settlements from 2011-12- Zero grant increases for many councils? Possible reductions of 15- 20%, or more?Demographic PressuresIncreased demand for social care servicesRising Demand for Services- About a quarter of councils report increases in demand for care for elderly people. A third are already dealing with increases in homelessness.- One in ten councils have seen higher demand for state school places for children that were previously educated privately. Crunch Time Audit Commission survey of English Council Finance Directors found: 78% reporting a decrease in council income for 2009 Councils have been hit hard by increases in fuel bills; for example, the cost of lighting the streets is up 40 per cent in a year. Four-fifths of councils say development activity has fallen; half have had reduced income from deals with developers. Councils with deposits in Icelandic banks are particularly concerned about the increased risks associated with investments.Local Government Pensions£35B black holeWe recognise these are challenging times and we believe we can help and offer you Do More with Less“Doing more with less is exactly what the public expects of us all during the downturn” John Healey
  • Prudent management of resources and value for money is now more than ever a important consideration for local authorities. However adopt GIS and the geographic approach has many benefits in terms of ensuring the council provides good value for money in undertaking its activities and delivering services to the community.Where is the demand for council services?How to I optimise the deployment of my resources?What might the demand be in the future? – Customer Insight
  • SOCITM Insight&apos;s report on website take-up and channel benchmarking has some interesting results.&quot;Councils must recognise that self-service is an important means to providing services at much lower cost.&quot;&quot;Channel shift will only work if websites work right first and every time.&quot;&quot;Channel costs - cost per transactionFace-to-face £823Telephone £3.21Website £0.39A shift from face-to-face to websites creates a 95% cost saving.4.4 million, or 42% of those surveyed, reported that they are not finding, or partly finding the information they are looking for on a council website. This can result in avoidable contact (NI14) as users have to try another channel to find the information they are seeking. Again costing the council additional money.
  • However web GIS is moving us into a new era, enabling councils to more effectively serve the citizen online. Offing more innovative ways of delivering public services online and of course more cost effectively.
  • Despite offering making services available online the majority of citizens still need to speak to the council directly, often via the council’s contact centre.In order to respond to customers enquiries as quickly and efficiently as possible it is essential that staff in the contact centre have the access to the relevant information. Whether it is dealing with enquiries about local services or amenities or dealing with a report about a missed bin or abandoned vehicle, GIS can enable improved customer service; increase productivity; and enable the council to deliver more with less. London Borough of Lambeth estimate they use GIS used to answer 40% of all calls. “GIS is helping us to establish a good reputation for the local council as being helpful, informative and customer friendly.”
  • Prudent management of resources and value for money is now more than ever a important consideration for local authorities. However adopt GIS and the geographic approach has many benefits in terms of ensuring the council provides good value for money in undertaking its activities and delivering services to the community.Where is the demand for council services?How to I optimise the deployment of my resources?What might the demand be in the future? – Customer Insight London Borough of Hammersmith and Fulham. - Director of Resident Services“We expect to achieve savings of £4 million year on year. At the same time, we can be confident that our new services will precisely meet the needs and preferences of our residents,” Chris Naylor,
  • .
  • ESRI UK’s Enterprise Lab is a dedicated facility, purpose built to enable our customers to experience first-hand the full potential of GIS in action.Benefits of the Enterprise Lab:Experience first hand the benefits of enterprise wide GISRealise the potential value from an investment in GISUnderstand GIS best practiceStimulate discussion and innovative thinking
  • Transcript of "Delivering Improvements in Customer Service through enterprise GIS"

    1. 1. James Thompson Local Government Strategist, ESRI (UK) Ltd<br />Delivering Improvements in Customer Service through enterprise GIS<br />
    2. 2. Customer expectations<br /><ul><li>Increasing demand for more customer-focused services
    3. 3. Online services, that are accessible on a 24/7 basis
    4. 4. Personalised to the needs of the customer</li></ul>2<br />
    5. 5. The ‘Perfect Storm’ for the Public Sector<br />3<br />“Doing more with less is exactly what the public expects of us all during the downturn” John Healey MP - Minister at the Department for Communities and Local Government <br />
    6. 6. Geographic Approach - Improving customer service<br /><ul><li>Improve customer service
    7. 7. Increase productivity and the efficiency of front line services
    8. 8. Ensure the effective use of resources</li></ul>.....delivering cashable efficiency savings<br />
    9. 9. Our Vision – Enterprise GISTransforming customer service & insight<br />Contact Centre<br />Responding to enquiries from customers<br />OS MasterMap<br />GIS Analyst<br />Management of resources <br />Where is the demand for council services?<br />What might the demand be in the future?<br />Citizen<br />Accessing information<br />at home<br />. . . Around Shared Geospatial Infrastructure<br />
    10. 10. SOCITM Insight's report on website take-up and channel benchmarking has some interesting results.<br />"Councils must recognise that self-service is an important means to providing services at much lower cost."<br />"Channel shift will only work if websites work right first and every time."<br />“Websites are underinvested.”<br />©Goss Interactive - http://www.gossinteractive.com/channelshift<br />Socitm – Channel benchmarking<br />Channel costs - cost per transaction<br />
    11. 11. Improving take-up of online services & citizen engagement<br />Reduced transaction costs<br />More effectively manage simple, high volume transactions<br />Embed location capabilities throughout the website<br />Social Media capabilities:<br />Publish information as RSS feeds <br />Web GIS - Serving the citizen online <br />
    12. 12. Increase productivity of front line services<br />Increasing contact centre productivity<br />More calls resolved at first point of contact<br />LocalView integration<br />“The use of GIS makes us much more efficient, we can answer more calls, more quickly and can provide much more accurate and detailed information.” Lambeth Service Centre, Team Manager. <br />
    13. 13. Effective use of resources <br />Where is the demand for council services?<br />How to I optimise the deployment of my resources?<br />What might the demand be in the future? – Customer Insight<br />
    14. 14. Improving citizen access to information in a cost efficient way<br />Improving the productivity of frontline staff by having information at their finger tips<br />Analysing data to optimise deployment of council resources to deliver better public services<br />An enterprise approach to Geography & GIS is key<br />Be confident that integrating location capabilities into your business workflows can enables you to do new things that bring business benefit to your organisation<br />How can GIS help you do more with less?<br />
    15. 15. Microsoft Dynamics CRM Integration<br />ArcGIS Server<br /> <coords><br /> <x>541236</x><br /> <y>180146</y><br /> </coords><br />Dynamics UI<br />LocalView<br />Dynamics App / SDK<br />SOAP Interface<br />Windows Service<br />Windows Service<br /> <coords><br /> <x>541236</x><br /> <y>180146</y><br /> </coords><br />Dynamics DB<br /> <coords><br /> <x>541236</x><br /> <y>180146</y><br /> </coords><br />Report An Incident<br />
    16. 16. If you wish to see more please come and visit the ESRI UK Enterprise Lab<br />

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