Channel shift and online efficiency event

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Presentation from Work Smarter | Deliver More event hosted at North Lanarkshire Council in conjunction with GOSS Interactive.
http://www.gossinteractive.com/online_efficiency
#gossevent

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Channel shift and online efficiency event

  1. 1. Work Smarter | Deliver More Hosted at North Lanarkshire Council #gossevent
  2. 2. Agenda 10:15 - Tea and coffee 10:30 - Scene setting - Promote shared services and share best practice for smarter delivery of online services – Simon Smith 10:40 - Managing a Top Rated Website - Peter Tolland/Sue Roberts 11:00 - How to improve the services you are delivering online whilst achieving channel shift – GOSS 11:40 - Workshop - Shared Services - Dave Witts 1230 - Lunch and Networking 1330 - Close
  3. 3. Scene setting - Promote shared services and share best practice for smarter delivery of online services
  4. 4. Websites Intranets Portals Web Content Management Design Hosting Police Local Government Central Government NHS Channel Shift Mobile User Generated Integration Online Efficiency Search Open ID Open Linked Data Accessibility Social Networking Who are GOSS? Shared Services Digital Marketing Intelligent Analysis
  5. 5. <ul><li>Market Position </li></ul><ul><li> Local authority Private sector </li></ul><ul><li>More local authority clients than any other UK supplier </li></ul><ul><li>Largest Local Authority dedicated User Group </li></ul>
  6. 6. Websites are 87% more efficient than call centres Preservation of frontline services De–stabilised economy Public Sector budgets slashed Things must change <ul><li>The challenges are: </li></ul><ul><li>Achieve cost effective savings </li></ul><ul><li>Improve customer services </li></ul><ul><li>Improve customer experience </li></ul><ul><li>Realise channel shift </li></ul>
  7. 7. And how engaged is your CEO?
  8. 8. <ul><li>“ (Councils) must recognise that self-service is an important means to providing services at much lower cost.” </li></ul><ul><li>“ Channel shift will only work if websites work right first and every time.” </li></ul><ul><li>“ Websites are underinvested.” </li></ul>Source: Current Situation
  9. 9. 95% saving 87% saving How much do website visits cost?
  10. 10. How you can improve the services you are delivering online and how to drive channel shift?
  11. 11. What is a fully transactional website? A web site that enables customers and staff to complete transactions and interactions online without recourse to unnecessary manual data handling.
  12. 12. What does that mean? <ul><li>A portal for the user (customer and staff) to: </li></ul><ul><ul><li>Retrieve information related to ALL services. </li></ul></ul><ul><ul><li>Complete end to end transactions. </li></ul></ul><ul><ul><li>Initialise, review and update asynchronous transactions. </li></ul></ul><ul><ul><li>Communicate and interact with the council or public. </li></ul></ul>
  13. 13. <ul><li>What is a Channel Strategy? </li></ul><ul><li>Critical success factors </li></ul><ul><li>How mature are existing strategies? </li></ul><ul><li>Developing Your Channel Strategy </li></ul><ul><li>Best Practice </li></ul><ul><ul><li>Channel Shifting </li></ul></ul><ul><ul><li>Online Efficiencies </li></ul></ul>Developing Your Channel Strategy
  14. 14. <ul><li>An organisation’s plan for the channels it will use to deliver services to, and interact with, its customers . </li></ul><ul><li>Explains how an organisation will meet the demands of its customers using the resources it has available . </li></ul>What is a Channel Strategy?
  15. 15. <ul><li>+ Drive significant efficiency/real savings during times of unprecedented budget cuts </li></ul>What is a Channel Strategy?
  16. 16. <ul><li>The whole organisation must be behind change </li></ul><ul><li>HR policies must support channel shift and drive staff to achieve channel shift aims </li></ul><ul><li>Service delivery must be organised around those it seeks to engage </li></ul><ul><li>Delivery chains must be viewed as end to end processes </li></ul><ul><li>Efficiency and effectiveness should decide function and design </li></ul><ul><li>Decision-making should be made as close to the customer as possible </li></ul><ul><li>Collaboration beats coercion </li></ul><ul><li>For ongoing success , flexibility and sustainability must be accepted as essential </li></ul>Critical success factors
  17. 17. How mature are existing strategies?
  18. 18. Process
  19. 19. Metrics – tell us everything about what is happening but nothing about why it is happening. Without understanding how can we improve? Questions & Numbers: Yes Answers & Insights : No Intelligent Analysis
  20. 20. Where we were... <ul><li>Bringing services online </li></ul><ul><li>Do you know how many forms are downloaded? </li></ul><ul><li>What’s the cost? </li></ul>
  21. 21. Where we are... <ul><li>Most services online </li></ul><ul><li>Fully transactional </li></ul><ul><li>What’s the cost? </li></ul>
  22. 22. <ul><li>Find out how your visitors search your site, what they look for, and where they end up. </li></ul><ul><li>If they can’t find what they are looking for, what is the cost of failure? </li></ul>Internal Search
  23. 23. <ul><li>Brittany Ferries </li></ul><ul><li>Surrey County Council </li></ul>Best Practice – Channel Shifting
  24. 24. <ul><li>Surrey County Council </li></ul>Best Practice – Channel Shifting
  25. 25. <ul><li>Surrey County Council – Benefits </li></ul><ul><ul><li>53% increase in website visitors and a corresponding 9% reduction in telephone calls over one year. </li></ul></ul><ul><ul><li>Two years later internet visitors are up well over 100% and telephone calls are down by around 18%. </li></ul></ul>Best Practice – Channel Shifting
  26. 26. <ul><li>Brittany Ferries </li></ul><ul><li>Lambeth </li></ul><ul><li>Warwickshire </li></ul><ul><li>Exeter City – 4 star SOCITM website </li></ul>Best Practice – Online Efficiencies
  27. 27. <ul><li>Key stages for the development of an effective channel strategy are: </li></ul><ul><ul><li>Identifying and making provision for the Critical Success Factors </li></ul></ul>Success Criteria
  28. 28. <ul><li>The whole organisation must be behind change </li></ul><ul><li>HR policies must support channel shift and drive staff to achieve channel shift aims </li></ul><ul><li>Service delivery must be organised around those it seeks to engage </li></ul><ul><li>Delivery chains must be viewed as end to end processes </li></ul><ul><li>Efficiency and effectiveness should decide function and design </li></ul><ul><li>Decision-making should be made as close to the customer as possible </li></ul><ul><li>Collaboration beats coercion </li></ul><ul><li>For ongoing success , flexibility and sustainability must be accepted as essential </li></ul>Critical success factors
  29. 29. <ul><li>Key stages for the development of an effective channel strategy are: </li></ul><ul><ul><li>Identifying and making provision for the Critical Success Factors </li></ul></ul><ul><ul><li>Understanding your customer and how to make the service you provide to them deliver your needs and theirs </li></ul></ul><ul><ul><li>Laying the foundations of a multi-channel strategy by understanding the uptake of services across channels </li></ul></ul><ul><ul><li>Developing your ongoing strategic plan using your understanding of your customer and their service usage </li></ul></ul>Success Criteria
  30. 30. Agenda 10:15 - Tea and coffee 10:30 - Scene setting - Promote shared services and share best practice for smarter delivery of online services – Simon Smith 10:40 - Managing a Top Rated Website - Peter Tolland/Sue Roberts 11:00 - How to improve the services you are delivering online whilst achieving channel shift – GOSS 11:40 - Workshop - Shared Services - Dave Witts 1230 - Lunch and Networking 1330 - Close
  31. 31. <ul><li>Introduction </li></ul><ul><li>Workshop </li></ul><ul><li>Feedback and Summary </li></ul>Workshop – Shared Services
  32. 32. When we have realised our Return on Investment How do we get off this? Not long now – at least we have made a shift in the right direction Thought for the day

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