Technology, customer delivery &organisational changeRob Neil, Head of Business Change & TechnologyJulie Rogers, Strategic ...
Setting the scene…• Geographically largest borough in  Kent• Growth Area• Pop. 115,000 (at the moment)• Demographically di...
Customer Driven Transformation      Customer       Journey     Organisation       Journey       Systems       Journey
Modernising the                       customer experience• Understanding customer contact   – Transactional vs relationshi...
Modernising the                       customer experienceCustomer Contact CentreMulti-channel call centreCRMRe-engineering...
Modernising the                       customer experience• The Gateway Concept   – Partnership based service delivery   – ...
Investment in customer                             services: why?• Improving the customer experience   – How do new proces...
Investment in customer                               services: why?• Exploiting customer analytics   – Understand customer...
Investments in functionality  % of new  licence  revenueForrester, 2006
The technology landscape• Mitel 3300 ICP & vMCD• Mitel Contact Centre Enterprise Edition call centre  platform• Voice reco...
Voice services expand…
Fitting it together                              IG                          Q.S                      R I, RI,            ...
ICT & Customer Services Ashford Borough Council       Civic Centre      Tannery Lane         Ashford        TN23 1PL     (...
•   Schools•   Emergency Services•   District & Boroughs•   Kent Connects•   Kent County Council•   Universities & College...
Business Benefits• Flexible call handling• Promote self-help rather than assisted – phone and online• Reduced transaction ...
Tech at the heart  of the business
For more information   (01233) 330850rob.neil@ashford.gov.uk
Ashford bc case study   atlas ni conference feb 2012 v2
Ashford bc case study   atlas ni conference feb 2012 v2
Ashford bc case study   atlas ni conference feb 2012 v2
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Ashford bc case study atlas ni conference feb 2012 v2

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Ashford bc case study atlas ni conference feb 2012 v2

  1. 1. Technology, customer delivery &organisational changeRob Neil, Head of Business Change & TechnologyJulie Rogers, Strategic Customer Services ManagerAshford Borough Council
  2. 2. Setting the scene…• Geographically largest borough in Kent• Growth Area• Pop. 115,000 (at the moment)• Demographically diverse• Historically challenging budget constraints• Improved customer service a key corporate driver
  3. 3. Customer Driven Transformation Customer Journey Organisation Journey Systems Journey
  4. 4. Modernising the customer experience• Understanding customer contact – Transactional vs relationship enquiries• Access Strategy – Ensure consistent service delivery – Match delivery mechanisms to customer base• Integration – Make information available over all required channels
  5. 5. Modernising the customer experienceCustomer Contact CentreMulti-channel call centreCRMRe-engineering the organisationMulti-agency service deliveryUnderstanding our customer base betterChannel shift
  6. 6. Modernising the customer experience• The Gateway Concept – Partnership based service delivery – Focus firmly on convenience and ease of access – Borough & County Councils, Skills Plus, local healthcare agencies and voluntary organisations – Housing “Trailblazer” – Adult education packages and free internet access• Other partners – Libraries – Post Office
  7. 7. Investment in customer services: why?• Improving the customer experience – How do new processes and services affect the end customer experience – Customer experience – “the degree to which customers felt that interactions met their needs”• Boosting productivity of customer-facing workers• Need to reengineer customer facing services
  8. 8. Investment in customer services: why?• Exploiting customer analytics – Understand customer behaviour better – Make insightful customer facing decisions – More robust customer data integration & management – Key to unlocking value in customer services investment
  9. 9. Investments in functionality % of new licence revenueForrester, 2006
  10. 10. The technology landscape• Mitel 3300 ICP & vMCD• Mitel Contact Centre Enterprise Edition call centre platform• Voice recognition and virtual agents• Teleworker• IVR• Call recording• DPNSS to legacy voice switch
  11. 11. Voice services expand…
  12. 12. Fitting it together IG Q.S R I, RI, , P 1, B E1 93 0 Q. DN3 IP / SIP VoIP G/W IS NGN Services3300 ICP etc.. Call Centre Unified Mobility MCD* MCD* Control comms solutions VMware vSphere 4
  13. 13. ICT & Customer Services Ashford Borough Council Civic Centre Tannery Lane Ashford TN23 1PL (01233) 331111 www.ashford.gov.uk
  14. 14. • Schools• Emergency Services• District & Boroughs• Kent Connects• Kent County Council• Universities & Colleges• Libraries & Museums
  15. 15. Business Benefits• Flexible call handling• Promote self-help rather than assisted – phone and online• Reduced transaction times – Screen-popping applications with caller details• Deploy technology in innovative ways – better RoI• Reduced infrastructure costs• Efficiency savings of £265,000 pa – Against overall budget of £543,000 – Technology investment of £200,000 over 3 years
  16. 16. Tech at the heart of the business
  17. 17. For more information (01233) 330850rob.neil@ashford.gov.uk

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