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

1. Work Smarter | Deliver More
Hosted at
North Lanarkshire Council
#gossevent

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
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3. Scene setting - Promote shared services and share best
practice for smarter delivery of online services
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4. Who are GOSS?
Intelligent Analysis
Social Networking Shared Services
Open ID
Accessibility Private Sector
Search
Police Design
Websites Hosting
Channel Shift
Integration
Web Content Management
Mobile Local Government
Intranets
Online Efficiency Central
Government
Portals User Generated NHS
Open Linked Data
Digital Marketing
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5. Market Position
Local authority Private sector
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6. Things must change
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7. And how engaged is your
CEO?
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8. Current Situation
1. “(Councils) must recognise that self-service is an important means to
providing services at much lower cost.”
2. “Channel shift will only work if websites work right first and every time.”
3. “Websites are underinvested.”
Source:
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9. How much do website visits cost?
Face-to-face £8.23
95%
saving
Telephone £3.21
87%
saving
Website £0.39
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10. How you can improve the services you are delivering
online and how to drive channel shift?
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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.
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12. What does that mean?
• A portal for the user (customer and staff) to:
• Retrieve information related to ALL services.
• Complete end to end transactions.
• Initialise, review and update asynchronous transactions.
• Communicate and interact with the council or public.
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13. Developing Your Channel Strategy
• What is a Channel Strategy?
• Critical success factors
• How mature are existing strategies?
• Developing Your Channel Strategy
• Best Practice
• Channel Shifting
• Online Efficiencies
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14. What is a Channel Strategy?
• An organisation’s plan for the channels it will use to deliver
services to, and interact with, its customers.
• Explains how an organisation will meet the demands of its
customers using the resources it has available.
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15. What is a Channel Strategy?
• + Drive significant efficiency/real savings during times of
unprecedented budget cuts
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16. Critical success factors
1. The whole organisation must be behind change
2. HR policies must support channel shift and drive staff to
achieve channel shift aims
3. Service delivery must be organised around those it
seeks to engage
4. Delivery chains must be viewed as end to end processes
5. Efficiency and effectiveness should decide function and
design
6. Decision-making should be made as close to the
customer as possible
7. Collaboration beats coercion
8. For ongoing success, flexibility and sustainability must
be accepted as essential
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17. How mature are existing strategies?
Developing
Does not exist
Implementing
Adopted
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18. Process
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19. Intelligent Analysis
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20. Where we were...
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21. Where we are...
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22. Internal Search
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23. Best Practice – Channel Shifting
• Brittany Ferries
• Surrey County Council
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24. Best Practice – Channel Shifting
• Surrey County Council
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25. Best Practice – Channel Shifting
• Surrey County Council – Benefits
• 53% increase in website visitors and a corresponding 9%
reduction in telephone calls over one year.
• Two years later internet visitors are up well over 100%
and telephone calls are down by around 18%.
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26. Best Practice – Online Efficiencies
• Brittany Ferries
• Lambeth
• Warwickshire
• Exeter City – 4 star SOCITM website
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27. Success Criteria
• Key stages for the development of an effective channel
strategy are:
1. Identifying and making provision for the Critical
Success Factors
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28. Critical success factors
1. The whole organisation must be behind change
2. HR policies must support channel shift and drive staff to
achieve channel shift aims
3. Service delivery must be organised around those it
seeks to engage
4. Delivery chains must be viewed as end to end processes
5. Efficiency and effectiveness should decide function and
design
6. Decision-making should be made as close to the
customer as possible
7. Collaboration beats coercion
8. For ongoing success, flexibility and sustainability must
be accepted as essential
28

29. Success Criteria
• Key stages for the development of an effective channel
strategy are:
1. Identifying and making provision for the Critical
Success Factors
2. Understanding your customer and how to make the
service you provide to them deliver your needs and
theirs
3. Laying the foundations of a multi-channel strategy by
understanding the uptake of services across
channels
4. Developing your ongoing strategic plan using your
understanding of your customer and their service
usage
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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
30

31. Workshop – Shared Services
• Introduction
• Workshop
• Feedback and Summary
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32. Thought for the day
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