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Our Customer Service Journey

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Overview of the start of Hamilton City Council's customer service journey as it implements a new Customer Service Strategy with the goal to transform its organisation and lead with exceptional customer service at its heart.

This was a presentation to the 2014 Association of Local Government Information Managemeng (ALGIM) Customer Service Symposium held in Hamilton, September 2014.

Published in: Services
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Our Customer Service Journey

  1. 1. Our Customer Service Journey  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  2. 2. “ Nau mai, haere mai ”  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  3. 3. *Disclaimer  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO “Been there, done that” “Team support; Sue kick-started it” “OMG”
  4. 4. Our Customer Service Journey @ The Start Margaret, Customer Service Representative  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  5. 5. Our place 4th largest city, 145,000 residents  around 850 full-time staff Customer Relationships Group:  Customer Services, i-SITE, Democracy, Mayoral Office, Communication  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  6. 6. Our vision  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  7. 7. Our purpose  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  8. 8. Our qualities  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  9. 9.  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  10. 10. 2011 review centralise customer services  front of house refurbishment  technology investment (CRM, KBase, SRM)  enhance online services develop a strategy & action plan  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  11. 11. 2012 snapshot decentralised customer services  separate counters, five floors  40 phone lines, 24/7 TeleOps CAPEX with no operating budget  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  12. 12. Our Customer Service Journey @ Taking action Michelle, Service Centre Team Leader  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  13. 13.  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO Welcome to Customer Services Gary Stephenson, Customer Services Manager
  14. 14. Our Customer Service Strategy: “ Provide exceptional customer service ”  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  15. 15. [ ENGAGE ] Gary, Customer Services Manager We connect with our customers and develop an authentic relationship  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  16. 16. [ ENGAGE ] Survey customer experiences Gary, Customer Services Manager Lead voice of the customer Complaints & compliments Lead online engagement Customer segmentation  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  17. 17.  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO [ GROW ] We develop our people to ensure they are knowledgeable, friendly & passionate about delivering exceptional customer service Chris, Organisational Engagement Advisor
  18. 18. [ GROW ] Refresh Customer Promise Customer Service training Launch new induction Reward & recognition Chris, Organisational Engagement Advisor  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  19. 19. [ SIMPLIFY ] We design services and processes that make it  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO easy to do business with us Jude, Democracy Manager
  20. 20. [ SIMPLIFY ]  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO Customer contact centre Grow channels of choice Process improvement Develop customer care Service transformation Jude, Democracy Manager
  21. 21. Customer Service Strategy 2013-2016 ENGAGE “Provide exceptional customer service” We connect with our customers and develop an authentic relationship A comprehensive view of our customers is achieved We understand our customers’ experience and their perception of council services Customer requirements are incorporated into service design and reviews Customers are kept informed and can engage with us on their preferred channel of choice GROW We develop our people to ensure they are knowledgeable, friendly and passionate about delivering exceptional customer service. A customer centric culture that puts customer needs first is evident Exceptional customer service is recognised and rewarded Exceptional service performance by our people is demonstrated and monitored Our people are professional and expert (skilled) in the services we provide  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO SIMPLIFY We design services and processes that make it easy to do business with us Services are designed with the customer in mind Council services are accessed through multiple channels Online services are developed as the preferred delivery channel One point of contact is optimised – one phone and email contact Customer needs are met at the first contact point Key services are documented, regularly reviewed, and improved Services are measured and benchmarked against the best ACTION PLANS CUSTOMER PROMISE QUALITIES
  22. 22. New service centre  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  23. 23. The old look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  24. 24. The old look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  25. 25. Various designs  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  26. 26. The new look Retail banking look, neutral colours Refreshed, consistent branding New bright coloured uniform  Clear site rule: desks, brochures, no posters, etc  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  27. 27. The new look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  28. 28. The new look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  29. 29. The new look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  30. 30. The new look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  31. 31. The new look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  32. 32. The new look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  33. 33. The new look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  34. 34. The new look  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  35. 35. Achievements  High engagement during transition 24/7 Contact Centre created Negotiated operational budget  Increased organisational pride Positive public feedback  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  36. 36. Now underway  Service Request Management Review of opening hours Social media under the Promise  Building our training programme  ‘Our Front Door’ visitor hosting  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  37. 37. Our Customer Service Journey @ The future Rob, Customer Service Representative  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  38. 38. Measuring the Promise Measure experience, not satisfaction  Ask externally and internally  Multiple channels, 24/7, real-time Benchmark & set KPIs  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  39. 39. CusCutsotommere serr vPicer omise is.... XXXXXXX  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO Customer service is.... XX Did we show genuine interest in you & your query?
  40. 40. CusCutsotommere serr vPicer omise is.... XXXXXXX  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO Customer service Howis e...a. s yXX was it to be put in touch with the person to assist you?
  41. 41. CusCutsotommere serr vPicer omise is.... XXXXXXX  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO Customer service is.... XX Did you feel fully informed about the progress of your request?
  42. 42.  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO Did you need to contact us more than once?
  43. 43. Service transformation Take action on data & feedback  Launch transformation programme  Be agile & drive innovation  Focus on internal & external improvements  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  44. 44. SSeerrvvicicee t trraannssfoforrmmaattioionn Being an enforcer of regulation and rules Supporting the community to understand & successfully meet their legal obligations FROM: TO:  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  45. 45. Service transformation Standardised timeframes for all customers Premium service offerings for customers who want to pay more for convenience FROM: TO:  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  46. 46. Service transformation Internally designed service improvements “what works for us” Customer-centred design “what works for the customer and us” TO: FROM:  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  47. 47. Our Customer Service Journey @ End of part one Jenny, Customer Service Representative  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  48. 48. Lessons learned  Stay positive & over-communicate People before paper, always  Start on the inside first Maintain high level buy-in  Have fun, it’s part of the journey!  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
  49. 49. Thanks Any questions?  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO Jason Dawson, GM Customer Relationships
  50. 50. Thanks. Any questions?  TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO “Te Waharoa ki te Ao Maarama” The Entranceway to the World of Enlightment, Hamilton Lake Domain

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