Channel Shifting How to get people to do it online and save you money 2010 Tim Rainey Tameside MBC SOCITM Conference
CHAPTER 1 Introductions
CHAPTER 2 Why bother?
Visitors
Costs
CHAPTER 3 What is it all about?
Tips <ul><ul><li>Save money and create capacity in front office   </li></ul></ul><ul><ul><li>More self service </li></ul><...
marketing
<ul><li>List of services – integrated, more to do and not yet online </li></ul>TRY This
MAKE a LIST
<ul><li>List of services – integrated, more to do and not yet online </li></ul><ul><li>Costs are just cost to serve – more...
CHAPTER 4 How do you do it?
<ul><li>Cash Office closed 10 years ago </li></ul><ul><li>Total 33294 last year </li></ul><ul><li>77%, 21% & 2% </li></ul>...
<ul><li>3929 applications a year </li></ul><ul><li>Closed paper channel – saved in excess of £60,000 back office & speeded...
<ul><li>Approved trader scheme </li></ul><ul><li>Send out 1000’s directories, which are always out of date – new traders b...
Bwc website visits
Bwc iphone visits
Buy with confidence
<ul><li>Approved trader scheme </li></ul><ul><li>Website hits </li></ul><ul><li>Send out 1000’s directories, which are alw...
CHAPTER 5 You got to have a system!
Visits to Customer Services over last 7 years Website visits in last 12 months 614,583 2,488,738
More people visit our website in 3 months than visited our face-to-face centres in the last 7 years Fact
85% of the UK population owns a mobile phone Access via a mobile device has increased 6 fold in 12 months Fact
By 2020 the mobile device will be the worlds primary connection to the Internet Fact
Cost of each face-to-face visit £8.70
Cost per website visit 5p
Saving if we channel shift 10% £67,107.80
£15,725 Reality
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  • Total number of pages printed excluding schools and some outstations Includes MFD’s and Digiprint Based on 3500 emplyees this means: 5195 per person per year 100 pages per week 20 pages per day for every member of staff (exl schools) End-to-end the pages printed would stretch around the earth.
  • The 45% duplex printing saved 402 each year
  • The 45% duplex printing saved 402 each year
  • The 45% duplex printing saved 402 each year
  • To date 45% od printing is done duplex – It is not standard setting for everyone!
  • Equates to a 67,107.80 saving – we could save as much again if everyone used duplex
  • This is the salary of Anthony Garlick – a Gardener with our District Assemblies. He has worked with Tameside for many years and like his colleagues has helped make Tameside regional In Bloom winners 6 times in a row and this we won the national in bloom award.
  • Transcript of "14 dec tim rainey"

    1. 1. Channel Shifting How to get people to do it online and save you money 2010 Tim Rainey Tameside MBC SOCITM Conference
    2. 2. CHAPTER 1 Introductions
    3. 3. CHAPTER 2 Why bother?
    4. 4. Visitors
    5. 5. Costs
    6. 6. CHAPTER 3 What is it all about?
    7. 7. Tips <ul><ul><li>Save money and create capacity in front office </li></ul></ul><ul><ul><li>More self service </li></ul></ul><ul><ul><li>Clear goals and good measurements </li></ul></ul><ul><ul><li>Close paper channel where possible </li></ul></ul><ul><ul><li>Insight and Research </li></ul></ul><ul><ul><li>Improve efficiency and customer experience </li></ul></ul><ul><ul><li>Social marketing – change people’s attitudes </li></ul></ul>
    8. 8. marketing
    9. 9. <ul><li>List of services – integrated, more to do and not yet online </li></ul>TRY This
    10. 10. MAKE a LIST
    11. 11. <ul><li>List of services – integrated, more to do and not yet online </li></ul><ul><li>Costs are just cost to serve – more costs and savings in back office. </li></ul><ul><li>DSD linked to 3 year MTFS – 70,10,20 </li></ul><ul><ul><li>Public facing services </li></ul></ul><ul><ul><li>Internal transactions </li></ul></ul><ul><ul><li>Getting people on-line (race 2012) </li></ul></ul><ul><li>First 28 transaction alone save £172,0000 </li></ul>Try this
    12. 12. CHAPTER 4 How do you do it?
    13. 13. <ul><li>Cash Office closed 10 years ago </li></ul><ul><li>Total 33294 last year </li></ul><ul><li>77%, 21% & 2% </li></ul><ul><li>Self service for £1279 -25,590 transactions </li></ul><ul><li>Face to face 6962 payments cost £60,569 </li></ul><ul><li>Reducing face2face to 10% save over £30,000 </li></ul><ul><li>Simple low value transaction </li></ul><ul><li>Insight – who, what, why – experian truetouch </li></ul><ul><li>Targeted marketing with benefits on doing it on-line or over the phone. </li></ul>CREDIT CARDS
    14. 14. <ul><li>3929 applications a year </li></ul><ul><li>Closed paper channel – saved in excess of £60,000 back office & speeded up process </li></ul><ul><li>23%, 48%, 28% </li></ul><ul><li>£46, £16,486, £1836 = £18369 </li></ul><ul><li>If 70%, 20%,10% = £4852 </li></ul><ul><li>Insight – who, what, why – experian truetouch </li></ul><ul><li>Targeted marketing with benefits on doing it on-line or over the phone. </li></ul>FREE SCHOOL MEALS
    15. 15. <ul><li>Approved trader scheme </li></ul><ul><li>Send out 1000’s directories, which are always out of date – new traders being added every week. – also list not to hand when out and about etc. </li></ul><ul><li>Website and iPhone </li></ul>Buy with confidence
    16. 16. Bwc website visits
    17. 17. Bwc iphone visits
    18. 18. Buy with confidence
    19. 19. <ul><li>Approved trader scheme </li></ul><ul><li>Website hits </li></ul><ul><li>Send out 1000’s directories, which are always out of date – new traders being added every week. – also list not to hand when out and about etc. </li></ul><ul><li>iPhone website stats </li></ul><ul><li>iPhone App – 100’s downloads – convenient, up to date information, cheaper. £5K to develop. </li></ul>Buy with confidence
    20. 20. CHAPTER 5 You got to have a system!
    21. 21. Visits to Customer Services over last 7 years Website visits in last 12 months 614,583 2,488,738
    22. 22. More people visit our website in 3 months than visited our face-to-face centres in the last 7 years Fact
    23. 23. 85% of the UK population owns a mobile phone Access via a mobile device has increased 6 fold in 12 months Fact
    24. 24. By 2020 the mobile device will be the worlds primary connection to the Internet Fact
    25. 25. Cost of each face-to-face visit £8.70
    26. 26. Cost per website visit 5p
    27. 27. Saving if we channel shift 10% £67,107.80
    28. 28. £15,725 Reality
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