Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact
Presentations text content in Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact
Slide1
Customer Contact
Wayne Smith, Assistant Head Shared Services – Customer Contact
Jason Williams, Corporate Web Manager
Cornwall Council
Slide2Where we were
Slide3What we have now – Face to Face
23 One Stop Shops
36 libraries
Slide4What we have now - Phones
17 Published Numbers
Camborne
General Enquiries
Council Tax & Business Rates
Roads Transport & Parking
Housing
Refuse & Recycling
Adult Care & Support
Planning
Children, Schools & Families
Registration
Environmental Health & Licensing
Libraries
Environmental Management
Fire & Community Safety
Elections
Trading Standards
Councillor Line
Liskeard
Benefits
Slide5What we did
Merged 4 contact centres into 1 & reduced over 60 published phone numbers to 16 0300 numbers
Migrated most* council services to a single cross skilled contact centre
(*except Benefits)
Adopted Lean System Processing to remove ‘waste’ & enable a ‘value’ (quality) approach to call handing
Corporate directive that Web & Contact Centre will ‘front’ council services
Skills knowledge & authority transferred from council services to the Contact Centre through extensive in house training programme to enable 80%+ call resolution at the first point of contact
Technology enabled ‘Channel Shift’ & increased efficiency
Slide6Channel shift to web
Slide7Web - Where we were
6 district and 1 county websites
100+ sub-sites and brands
100k pages much of it duplicated
350k per month visits to all the sites
7 different versions of all online systems
Slide8What we did
Migrated main sites into 1
Reduced page count to 6k
Launched with a first month of 200k
Corporate buy-in for approach online
Slide9What we have now?
Over 700,000 visits per month online
Over 2500 forms submitted online
850k per month payments
Single major systems tied together with one user account – SSO
Feature rich website which is super SEO enabled – mobile enabled
Implementing quality standards for content
Slide10The future – a commissioning council
Virtual Face To Face – Telly-talk (or similar)
Phone self serve - Mitel
Customer self serve – Lagan CRM
Home working
Signposting
Social engagement
Maintain and manage
Inclusion and the un-impressed
Commercial offering to partners*
Slide11Cornwall Council
County Hall
Truro TR1 3AY
Tel: 0300 1234 100
www.cornwall.gov.uk
Slide12
Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact
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