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14 dec tim rainey

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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.

14 dec tim rainey 14 dec tim rainey Presentation Transcript

  • 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
      • Save money and create capacity in front office
      • More self service
      • Clear goals and good measurements
      • Close paper channel where possible
      • Insight and Research
      • Improve efficiency and customer experience
      • Social marketing – change people’s attitudes
  • marketing
    • List of services – integrated, more to do and not yet online
    TRY This
  • MAKE a LIST
    • List of services – integrated, more to do and not yet online
    • Costs are just cost to serve – more costs and savings in back office.
    • DSD linked to 3 year MTFS – 70,10,20
      • Public facing services
      • Internal transactions
      • Getting people on-line (race 2012)
    • First 28 transaction alone save £172,0000
    Try this
  • CHAPTER 4 How do you do it?
    • Cash Office closed 10 years ago
    • Total 33294 last year
    • 77%, 21% & 2%
    • Self service for £1279 -25,590 transactions
    • Face to face 6962 payments cost £60,569
    • Reducing face2face to 10% save over £30,000
    • Simple low value transaction
    • Insight – who, what, why – experian truetouch
    • Targeted marketing with benefits on doing it on-line or over the phone.
    CREDIT CARDS
    • 3929 applications a year
    • Closed paper channel – saved in excess of £60,000 back office & speeded up process
    • 23%, 48%, 28%
    • £46, £16,486, £1836 = £18369
    • If 70%, 20%,10% = £4852
    • Insight – who, what, why – experian truetouch
    • Targeted marketing with benefits on doing it on-line or over the phone.
    FREE SCHOOL MEALS
    • Approved trader scheme
    • 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.
    • Website and iPhone
    Buy with confidence
  • Bwc website visits
  • Bwc iphone visits
  • Buy with confidence
    • Approved trader scheme
    • Website hits
    • 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.
    • iPhone website stats
    • iPhone App – 100’s downloads – convenient, up to date information, cheaper. £5K to develop.
    Buy with confidence
  • 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