Stuart Brookes outlines Doncaster Council's efforts to introduce and promote self-service options to reduce overhead costs and increase efficiency. The council gained executive support, designed an online portal, and promoted it to staff and customers. Surveys found most customers still prefer phone support, but the percentage of issues reported through self-service has risen from 14% to 26% over three years. Brookes concludes the council will continue improving the portal based on feedback and aim to further increase self-service usage.

1. Introducing and
Promoting Self Service
STUART BROOKES
ICT SUPPORT MANAGER (DONCASTER COUNCIL)

2. Self Service - Why Bother
 Reduce Overhead
 Reduce Incidents and Service Requests
 Increased Analyst Efficiency
 Customer Empowerment

3. How Have Doncaster Council Done
This?
 Commit to implementing it (Director buy in)
 Get Staff Buy-in
 Design the Service
 Promote the Service
 Get Customer Buy-in
 Prioritise the Self Service Portal

4. Our Vision Statement
 “Using the technology of today to help us build the Doncaster of
tomorrow”
 Resolving 70% of incidents in the first contact.
 Ensuring that ICT services critical to Doncaster Council and our partners
are available 97% of the time.
 Providing a customer focused value for money service that our customers
consistently rate as 4.75 out of 5.
 Ensuring that the ICT Self Service Portal is the preferred choice by 60% of
our customers for initial ICT support.

5. Digital Council
 Our Vision: A council fit for the future – Doncaster council will be a modern
digital authority both internally and externally, with all services on-line. It
will provide a modern, high quality and efficient integrated front office
with resulting improved service delivery through redesigned business
processes, improved technology, mobile working and higher skilled staff. It
will also utilise the resulting business intelligence to become a more
intelligent and proactive organisation and remove barriers to technology
for our citizens focused on assisting Doncaster as a place for its people to
thrive.

8. Promotion EMail

9. Performance 2012 - 2015
79.43%
61.86%
58.21%
51.84%
9.05%
20.29%
33.90%
39.80%
5.46% 6.20% 6.91% 7.62%6.06%
11.65%
0.98% 0.74%0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
Jan-12 Jan-13 Jan-14 Jan-15
Incidents & Service Requests Raised per
Channel
Phone
Portal
Eform
Email

10. What this means
14.51%
26.49%
40.81%
47.42%
85.49%
73.51%
59.19%
52.58%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
Jan-12 Jan-13 Jan-14 Jan-15
Incidents & Service Requests Raised per
Channel
Self Service
Other Channels

11. Doncaster Self Service Portal

12. Reasons for not using Self Service
Please give reasons that would prevent you from using the ICT Self Service Portal
to report a problem.
I am not able to report a problem on the Self Service Portal 7 3.48%
I do not know how to report a problem on the Self Service Portal. 3 1.49%
I have had a negative experience when reporting a problem this way
previously.
3
1.49%
I prefer the human interaction that you get with the phone. 122 60.70%
I receive a slower response time when reporting a problem on the Self Service
Portal.
52
25.87%
It is not as easy as the other methods. 14 6.97%
3%
2% 1%
61%
26%
7%
Reason Preventing Self Service Portal Useage
I am not able to report a problem on the
Self Service Portal
I do not know how to report a problem on
the Self Service Portal.
I have had a negative experience when
reporting a problem this way previously.
I prefer the human interaction that you get
with the phone.

13. Plan Moving Forward
 Listen to customer feedback
 Monitor quality and performance
 Look to improve quality of self service offering
 Further promotion
 CSI

14. Thank You
Stuart Brookes
ICT Support Manager – Doncaster Council
stuart.brookes@doncaster.gov.uk