Ashford bc case study   atlas ni conference feb 2012 v2
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Ashford bc case study atlas ni conference feb 2012 v2

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Ashford bc case study   atlas ni conference feb 2012 v2 Ashford bc case study atlas ni conference feb 2012 v2 Presentation Transcript

  • Technology, customer delivery &organisational changeRob Neil, Head of Business Change & TechnologyJulie Rogers, Strategic Customer Services ManagerAshford Borough Council
  • Setting the scene…• Geographically largest borough in Kent• Growth Area• Pop. 115,000 (at the moment)• Demographically diverse• Historically challenging budget constraints• Improved customer service a key corporate driver
  • Customer Driven Transformation Customer Journey Organisation Journey Systems Journey
  • Modernising the customer experience• Understanding customer contact – Transactional vs relationship enquiries• Access Strategy – Ensure consistent service delivery – Match delivery mechanisms to customer base• Integration – Make information available over all required channels
  • Modernising the customer experienceCustomer Contact CentreMulti-channel call centreCRMRe-engineering the organisationMulti-agency service deliveryUnderstanding our customer base betterChannel shift
  • Modernising the customer experience• The Gateway Concept – Partnership based service delivery – Focus firmly on convenience and ease of access – Borough & County Councils, Skills Plus, local healthcare agencies and voluntary organisations – Housing “Trailblazer” – Adult education packages and free internet access• Other partners – Libraries – Post Office
  • Investment in customer services: why?• Improving the customer experience – How do new processes and services affect the end customer experience – Customer experience – “the degree to which customers felt that interactions met their needs”• Boosting productivity of customer-facing workers• Need to reengineer customer facing services
  • Investment in customer services: why?• Exploiting customer analytics – Understand customer behaviour better – Make insightful customer facing decisions – More robust customer data integration & management – Key to unlocking value in customer services investment
  • Investments in functionality % of new licence revenueForrester, 2006
  • The technology landscape• Mitel 3300 ICP & vMCD• Mitel Contact Centre Enterprise Edition call centre platform• Voice recognition and virtual agents• Teleworker• IVR• Call recording• DPNSS to legacy voice switch
  • Voice services expand…
  • Fitting it together IG Q.S R I, RI, , P 1, B E1 93 0 Q. DN3 IP / SIP VoIP G/W IS NGN Services3300 ICP etc.. Call Centre Unified Mobility MCD* MCD* Control comms solutions VMware vSphere 4
  • ICT & Customer Services Ashford Borough Council Civic Centre Tannery Lane Ashford TN23 1PL (01233) 331111 www.ashford.gov.uk
  • • Schools• Emergency Services• District & Boroughs• Kent Connects• Kent County Council• Universities & Colleges• Libraries & Museums
  • Business Benefits• Flexible call handling• Promote self-help rather than assisted – phone and online• Reduced transaction times – Screen-popping applications with caller details• Deploy technology in innovative ways – better RoI• Reduced infrastructure costs• Efficiency savings of £265,000 pa – Against overall budget of £543,000 – Technology investment of £200,000 over 3 years
  • Tech at the heart of the business
  • For more information (01233) 330850rob.neil@ashford.gov.uk