Tim Rainey - Tameside MBC - channel shift
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Tim Rainey - Tameside MBC - channel shift

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Presentation on customer access and channel shift presented to annual conference of public sector IT management organisation, Socitm, on 12 October 2010.

Presentation on customer access and channel shift presented to annual conference of public sector IT management organisation, Socitm, on 12 October 2010.

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Tim Rainey - Tameside MBC - channel shift Tim Rainey - Tameside MBC - channel shift Presentation Transcript

  • nce 2010 SOCITM Confere Channel Shifting Tim Rainey Tameside MBC How to get people to do it online and save you money
  • CHAPTER 1
  • CHAPTER 2
  • Visitors 3000000 2500000 2000000 1500000 1000000 500000 0 Face to face Call Centre Website 2003/4 100126 303511 452378 2004/5 104986 314602 679813 2005/6 92560 275555 1499904 2006/7 81110 225516 1954604 2007/8 83463 272043 1984500 2008/9 74694 219804 2286087 2009/10 77599 211957 2423329
  • Costs 12.00 10.00 Costs £ per visit 8.00 6.00 4.00 2.00 0.00 face to face Call Centre Website 2003/4 8.57 1.29 0.45 2004/5 8.46 1.20 0.30 2005/6 8.92 1.31 0.14 2006/7 9.23 1.46 0.07 2007/8 9.07 1.28 0.06 2008/9 9.90 1.63 0.05 2009/10 8.70 1.65 0.05
  • CHAPTER 3
  • aims • 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
  • MAKE a LIST • List of services – integrated, more to do and not yet online
  • MAKE a LIST
  • 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 – 70,20,10 – Public facing services – Internal transactions – Getting people on-line (race 2012) • First 28 transaction alone save £172,0000
  • CHAPTER 4
  • CREDIT CARDS • 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.
  • FREE SCHOOL MEALS • 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.
  • Buy with confidence • 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
  • N ov 1000 1200 1400 1600 1800 2000 200 400 600 800 0 -0 8 Ja n- 0 9 M ar -0 9 M ay -0 9 Ju l-0 9 S ep -0 9 N ov -0 9 Ja n- 1 0 M ar -1 0 M ay Bwc website visits -1 0 Ju l-1 0 S ep -1 0
  • Bwc iphone visits
  • Buy with confidence
  • 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.
  • CHAPTER 5
  • nce 2010 SOCITM Confere Channel Shifting Tim Rainey Tameside MBC How to get people to do it online and save you money