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James Thompson Local Government Strategist, ESRI (UK) Ltd<br />Delivering Improvements in Customer Service through enterpr...
Customer expectations<br /><ul><li>Increasing demand for more customer-focused services
Online services, that are accessible on a 24/7 basis
Personalised to the needs of the customer</li></ul>2<br />
The ‘Perfect Storm’ for the Public Sector<br />3<br />“Doing more with less is exactly what the public expects of us all d...
Geographic Approach - Improving customer service<br /><ul><li>Improve customer service
Increase productivity and the efficiency of front line services
Ensure the effective use of resources</li></ul>.....delivering cashable efficiency savings<br />
Our Vision – Enterprise GISTransforming customer service & insight<br />Contact Centre<br />Responding to enquiries from c...
SOCITM Insight's report on website take-up and channel benchmarking has some interesting results.<br />"Councils must reco...
Improving take-up of online services & citizen engagement<br />Reduced transaction costs<br />More effectively manage simp...
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Delivering Improvements in Customer Service through enterprise GIS

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Presentation given at the ESRI (UK) Annual Conference May 2010.

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Delivering Improvements in Customer Service through enterprise GIS

  1. 1. James Thompson Local Government Strategist, ESRI (UK) Ltd<br />Delivering Improvements in Customer Service through enterprise GIS<br />
  2. 2. Customer expectations<br /><ul><li>Increasing demand for more customer-focused services
  3. 3. Online services, that are accessible on a 24/7 basis
  4. 4. Personalised to the needs of the customer</li></ul>2<br />
  5. 5. The ‘Perfect Storm’ for the Public Sector<br />3<br />“Doing more with less is exactly what the public expects of us all during the downturn” John Healey MP - Minister at the Department for Communities and Local Government <br />
  6. 6. Geographic Approach - Improving customer service<br /><ul><li>Improve customer service
  7. 7. Increase productivity and the efficiency of front line services
  8. 8. Ensure the effective use of resources</li></ul>.....delivering cashable efficiency savings<br />
  9. 9. Our Vision – Enterprise GISTransforming customer service & insight<br />Contact Centre<br />Responding to enquiries from customers<br />OS MasterMap<br />GIS Analyst<br />Management of resources <br />Where is the demand for council services?<br />What might the demand be in the future?<br />Citizen<br />Accessing information<br />at home<br />. . . Around Shared Geospatial Infrastructure<br />
  10. 10. SOCITM Insight's report on website take-up and channel benchmarking has some interesting results.<br />"Councils must recognise that self-service is an important means to providing services at much lower cost."<br />"Channel shift will only work if websites work right first and every time."<br />“Websites are underinvested.”<br />©Goss Interactive - http://www.gossinteractive.com/channelshift<br />Socitm – Channel benchmarking<br />Channel costs - cost per transaction<br />
  11. 11. Improving take-up of online services & citizen engagement<br />Reduced transaction costs<br />More effectively manage simple, high volume transactions<br />Embed location capabilities throughout the website<br />Social Media capabilities:<br />Publish information as RSS feeds <br />Web GIS - Serving the citizen online <br />
  12. 12. Increase productivity of front line services<br />Increasing contact centre productivity<br />More calls resolved at first point of contact<br />LocalView integration<br />“The use of GIS makes us much more efficient, we can answer more calls, more quickly and can provide much more accurate and detailed information.” Lambeth Service Centre, Team Manager. <br />
  13. 13. Effective use of resources <br />Where is the demand for council services?<br />How to I optimise the deployment of my resources?<br />What might the demand be in the future? – Customer Insight<br />
  14. 14. Improving citizen access to information in a cost efficient way<br />Improving the productivity of frontline staff by having information at their finger tips<br />Analysing data to optimise deployment of council resources to deliver better public services<br />An enterprise approach to Geography & GIS is key<br />Be confident that integrating location capabilities into your business workflows can enables you to do new things that bring business benefit to your organisation<br />How can GIS help you do more with less?<br />
  15. 15. Microsoft Dynamics CRM Integration<br />ArcGIS Server<br /> <coords><br /> <x>541236</x><br /> <y>180146</y><br /> </coords><br />Dynamics UI<br />LocalView<br />Dynamics App / SDK<br />SOAP Interface<br />Windows Service<br />Windows Service<br /> <coords><br /> <x>541236</x><br /> <y>180146</y><br /> </coords><br />Dynamics DB<br /> <coords><br /> <x>541236</x><br /> <y>180146</y><br /> </coords><br />Report An Incident<br />
  16. 16. If you wish to see more please come and visit the ESRI UK Enterprise Lab<br />

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