Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact

Customer Contact  Wayne Smith, Assistant Head Shared Services – Customer Contact Customer Contact  Wayne Smith, Assistant Head Shared Services – Customer Contact - Start

2018-03-20 36K 36 0 0

Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact - Description

Jason Williams, Corporate Web Manager. Cornwall Council. Where we were. What we have now – Face to Face. 23 One Stop Shops. 36 libraries. What we have now - Phones. 17 Published Numbers. Camborne. General Enquiries. ID: 658347 Download Presentation

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Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact




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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

Slide2

Where we were

Slide3

What we have now – Face to Face

23 One Stop Shops

36 libraries

Slide4

What 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

Slide5

What 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

Slide6

Channel shift to web

Slide7

Web - 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

Slide8

What 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

Slide9

What 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

Slide10

The 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*

Slide11

Cornwall Council

County Hall

Truro TR1 3AY

Tel: 0300 1234 100

www.cornwall.gov.uk

Slide12


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