Presentation on customer access and channel shift presented to annual conference of public sector IT management organisation, Socitm, on 12 October 2010.
7. aims
• Save money and create capacity in front office
• More self service
• Clear goals and good measurements
• Close paper channel where possible
• Insight and Research
• Improve efficiency and customer experience
• Social marketing – change people’s attitudes
11. MAKE a LIST
• List of services – integrated, more to do and
not yet online
• Costs are just cost to serve – more costs and
savings in back office.
• DSD linked to 3 year MTFS – 70,20,10
– Public facing services
– Internal transactions
– Getting people on-line (race 2012)
• First 28 transaction alone save £172,0000
13. CREDIT CARDS
• Cash Office closed 10 years ago
• Total 33294 last year
• 77%, 21% & 2%
• Self service for £1279 -25,590 transactions
• Face to face 6962 payments cost £60,569
• Reducing face2face to 10% save over £30,000
• Simple low value transaction
• Insight – who, what, why – experian truetouch
• Targeted marketing with benefits on doing it on-
line or over the phone.
14. FREE SCHOOL
MEALS
• 3929 applications a year
• Closed paper channel – saved in excess of
£60,000 back office & speeded up process
• 23%, 48%, 28%
• £46, £16,486, £1836 = £18369
• If 70%, 20%,10% = £4852
• Insight – who, what, why – experian truetouch
• Targeted marketing with benefits on doing it
on-line or over the phone.
15. Buy with confidence
• Approved trader scheme
• Send out 1000’s directories, which are always
out of date – new traders being added every
week. – also list not to hand when out and
about etc.
• Website and iPhone
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19. Buy with confidence
• Approved trader scheme
• Website hits
• Send out 1000’s directories, which are always
out of date – new traders being added every
week. – also list not to hand when out and
about etc.
• iPhone website stats
• iPhone App – 100’s downloads – convenient,
up to date information, cheaper. £5K to
develop.