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Customer First Programme
- 1. Smart Delivery Dawn Flook – Customer First Programme Delivery Manager 21 st October 2010
- 5. A new homepage was launched, developed with the involvement of local residents Key New Homepage Features New website registration for access to Single Customer Account Modern, clean style Quick 1-click access to most common online services to drive channel shift Interactive footer with access to search and common services on all pages Quick access to multi-lingual sign-posting pages New layout for news, events, campaigns and space for commercial advertising
- 6. Council services are a click away, plain English content and easy to use online forms Service Pages: All you need to know about a service and how to do it online Quick Links to Service Pages Search Engine to Find Service Pages
- 8. Customers can register and login to their secure account to manage services requested Customer Login: Giving customers access to their secure account to transact with the Council
- 9. My homepage navigation to keep your personal details up to date and view your transactions 1 click access to transactions, bookings, saved forms and statements Quick 1-click access to most common services to drive channel shift, pre-populating forms with customer details Upgrade your account (by verifying your identity) to access more secure services, e.g. Council Tax Statements and Benefits Logged in customers will access their secure account via their personal homepage Customer Home Page: Secure, personalised page for every customer
- 10. My homepage navigation to keep your personal details up to date and view your requests transactions and bookings. Customers can view their transactions whether submitted online, by phone or F2F Customer Portal: Viewing your transaction history across channels 1 click to view full details of the transaction Easy to view status and due dates for each transaction
- 13. Dawn Flook Programme Delivery Manager – Customer First [email_address] 0121 303 7331
Editor's Notes
- Introduction - DF, been with BCC 5 years PDMgr CF and HoCSD CS for BCC Responsible for delivering CF on time, to budget and to specified quality to enable benefits to be realised and in HoCS D role, responsible for operational delivery of CC, F2F and self-service citywide
- Part of BCCs overall BT journey and 1 of 9 programmes undertaken from 2006 Birmingham’s challenge – 1,006,201 residents, 408,000 households, 46,000 businesses and 40m visitors 59% satisfaction – target is 85% 132 service areas with over 1700 activities All Channels – Phone, self-service (incl web), text, visit, post Over 5.5m calls across 450 published numbers – high % abandoned Over 90 websites with very limited self-service capability 1,400 uncoordinated F-2-F access points Customer information fragmented and held across over 250 different systems Delivered over 5 phases, 2008-2012, in partnership with Service Birmingham Citywide CS operating model All channels, all services Customer Knowledge Graded Response model Single view of customer
- Online services include – Book bulky waste and clinical waste collections Report missed refuse collections and ask for other waste and recycling services Report changes in circumstances for Council Tax and pay Council Tax Request street cleaning services Report anti-social behaviour problems Private sector housing advice, loan applications and licenses for landlords and tenants Request non urgent repairs to council properties Skip permits Planning Parks Parking Very little marketing, almost 40,000 ctax payments, then refuse collection, skip permits,
- Self-service capability only been available since mid-march, very little markteing
- Introduction - DF, been with BCC 5 years PDMgr CF and HoCSD CS for BCC Responsible for delivering CF on time, to budget and to specified quality to enable benefits to be realised and in HoCS D role, responsible for operational delivery of CC, F2F and self-service citywide