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.
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Tim Rainey - Tameside MBC - channel shift
- 1. nce 2010 SOCITM Confere Channel Shifting Tim Rainey Tameside MBC How to get people to do it online and save you money
- 2. CHAPTER 1
- 3. CHAPTER 2
- 4. 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
- 5. 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
- 6. CHAPTER 3
- 7. 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
- 8. marketing
- 9. MAKE a LIST • List of services – integrated, more to do and not yet online
- 10. MAKE a LIST
- 11. 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
- 12. CHAPTER 4
- 13. 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.
- 14. 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.
- 15. 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
- 16. 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
- 19. 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.
- 20. CHAPTER 5
- 21. nce 2010 SOCITM Confere Channel Shifting Tim Rainey Tameside MBC How to get people to do it online and save you money