Advise Design Integrate Deliver 8th May 2013 Introductions Nigel Bates Andy Bowie Serco Global Services Development Director Serco Global Services Head of EServices Who are Serco SGS Public Sector ID: 532570
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Public Sector Customer Service Forum – Serco in HCC
Advise
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8th May 2013 Slide2
Introductions
Nigel Bates
Andy Bowie
Serco Global Services
Development Director
Serco Global Services
Head of E-ServicesSlide3
Who are Serco – SGS Public Sector
Global Services Public Sector in Brief
5454 number of staff
Over 9,804,000 customers servedGuaranteed cir £50m savings to the NHS over 8 years
Helping 2.6m unemployedProducing £95m of Health Vouchers per annum
Helping 50,000 Students access University Helping over 100,000 pupils
Helping 500,000 visa applicants gain employment in the UKOver 2m calls helping people get back to workGuaranteeing over £100m in savings to Local Authority Customers Slide4
Hertfordshire SMS Partnership
Serco Shared Managed Services is a strategic partnership between Hertfordshire County Council and Serco that aims to support HCC’s vision of leading Council status.
This ambition will be realised through modern, flexible and effective services which deliver improved quality to the customer and enable cost savings to the Council.
This partnership is a catalyst and enabler for the transformational change delivered by the Council for the Future programme.
John Wood, Hertfordshire County Council Chief Exec.Slide5
Hertfordshire SMS Partnership
The Council needed to
deliver £150m
savings over the next 3 yearsSerco was chosen because it can realise significant transformation
Eight year contract which started in April 2011. End date March 2019 with a possible extension of two yearsFollowing Serco’s successful bid, the Council challenged Serco to identify ways to deepen the transformation of services offered to citizens through the Customer Contact Centre
Shared partnership
goalsImprove the customer experience whilst addressing the cost challengeShare responsibilities for the customer experienceHave an active role in the council’s transformationDevelop long-term relationshipsAchieve industry recognition by winning awards togetherBecome a ‘trusted partner’ Slide6
Serco –
eServices
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Adopting the e-services social ageSlide8
Improved Access to Services via Channel Shift
To significantly lower costs & protect front line services
To improve the quality and availability of services to customers
To facilitate and accelerate business change programs across councils
To support national initiatives and policies for joining up transactions across
government agencies and bodies but comply with legislation
High value transactions will not be put online due to the risk of information falling into the wrong hands
Councils continue to invest in tactical or bespoke authentication solutions for access to specific vendor solutions that may not align with national initiatives, national security requirements and technology standards
Potential savings will be lost or jeopardised by this lack of consistency and duplication
The user experience will be inconsistent, further reducing the incentive on customers to migrate to new channels
Increased
Benefits
Increased
RiskSlide9
Channel Shift approach
Not just channel shift
on line,
but channel shift to the cheapest resourceTiered approach to delivering services
Reduced
costs to deliverAvoidable contact eliminated at the earliest chance
Direction of Channel shift
Web Transactions
Customer Services multi skilled advisors
Customer
Services specialist teams
Back Office teams
£ 0.00
(invest only)
£ 14k
- £ 17k per annum
£ 17k
- £ 20k per annum
£ 20k Plus per annumSlide10
eServices – The technology platform
“A repeatable set of services which can be delivered on top of a reusable technology platform”Slide11
Social Care -Information, Advice, Intake & Review
Redesign Care Pathways to allow transfer of 164 roles into customer contact service
Enhanced Information, Advice & Brokerage services
A service where 98% of requests can be handled at first point of contact or online
An e-marketplace where customers can request services & either pay online using their own funds or a credit allocated to them by HCC following an assessment
Increased customer choice and faster speed to deliver services to citizen
Improvement in service delivery & experience against defined KPIsGuaranteed savings delivered through transfer and transformation of Social Care and Housing Solutions servicesIncreased use of online channels and marketing for these to encourage self service to enable savings of £2.32m per annum, with £1.034m guaranteed
128 FTE from Referral Management Team
Occupational Therapist staff
Service Finding Team
& Review TeamSlide12
Children's Contact Services
The Contact Service provides supervised contact for parents with children who are Looked After by the Local Authority.
Phase out high cost Manpower resources over 2012/13, replacing them with Serco ZBC staff -flex to meet peaks in demand
ZBC staff selected, supervised, trained and managed to provide quality controls.
Text /SMS reminders sent and replied for cancellations -integration with Lagan
App with form containing mandated fields for quality and consistency
Resource optimisation- Scheduling tool in Lagan to maximise people and rooms
Total Saving £0.6-1.2m
Guaranteed savings -£580k(net) Cost Avoidance saving -£594k An additional £153k(net) stretch
Single referral form utilised -integrated into Lagan workflow
Real time write ups - tablet devices and App =reports directly to the systemSlide13
Highways
Providing an integrated single point of customer service support &
resolve 90% of calls at first point
Improve outcomes for citizens and increased customer self-help and proactive response
Increased staff productivity
Future proofed for anticipated increases in demand
Improved integration of information across technology to cut out duplication and double-keyingDeliver guaranteed savings of £220k pa to HCC The operating model builds upon the core contact centre service solution, and integrating Highways staffVisibility of existing faults for citizens to subscribe to preventing double reporting
Integrated map based e-forms
Citizen Authentication
SMS Text updates and response
FaultSlide14
Kana Award Winners
Advise
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Driver Training -Transport, Access and Safety Unit
Provide administration and booking service for National Driver training Courses as providers to Hertfordshire Police
Receive details of the participants from the Police, arrange sufficient courses to meet demand, undertake all the administration and derive a surplus that is re-invested in other activities.
Significant HCC revenue generation opportunity
On line booking facility to book courses
Further communication automated.
Eligibility checking for ’Out of area’ customers on line or via the Customer Service Centre
Mediated e applications and payment via the Customer Service Centre
Automated interrogation of National
Driver Offender System
(NDORS) database
Channel Shift -On Line Course Booking
Automated Payments
Contact Centre
08:00- 20:00hSlide16
Driver Training – The Problem
Serco committed to a number of factors to deliver this service including
Guaranteed channel shift to on line as follows
April 2013 – 60%
April 2014 – 70%
April 2015 – 80%Longer opening hours for telephony bookingsImproved website to assist with channel shiftAllow out of county citizens easier access to book in Hertford
An expandable solution to meet the needs of increased bookings New course set up by the police called What’s Driving UsAntiquated access database used to maintain bookingsDouble keying of data into Access system and police central databaseLarge number of manual processesCounty Councils reputation and relationship with the police needed to be maintainedOffenders attitude towards undertaking a courseSlide17
Driver Training – The Solution
Application
Rationalisation
Removed access database
Extended Lagan data model
All processes handled within LaganImproved on line booking & payment system
Ability to book on line for citizens offending out of the countyMove service to Serco customer service center (open 8am – 8pm)System and service flexible up and down to meet demandAbility to take bookings for “What's Driving Us” course both on line and through phoneFully integrated with the police National Driver Offenders Retraining Scheme databaseAutomated processes applied where possibleSlide18
Driver Training – Benefits Derived
Average number of monthly bookings dramatically increased
Online bookings increased to support channel shift strategy
Increased Revenue for the client up an average of £51k per month
32%
58%
32%
58%
1700
2300Slide19
Concessionary Travel
180,000 passes in circulation
All expiring on the same day – 31
st
March 2013
Re-design of application for OCR
Single process automated where possibleOn line application availableFuture proofed for flex in demandImproved integration of information across technology to cut out duplication and double-keyingImprove outcomes for citizens and increased customer self-help and proactive response20 day turn around from receipt to pass issueSlide20
Concessionary Travel – The Problem
180,000 renewals to be processed
This represents over 2% of all concessionary travel passes in circulation and makes us the 12
th
largest issuer of Travel passes in the UK
1All expiring on the same date – 31st
March 2013Incomplete Data provided by the districtsPolitical ‘hot-topic’ – councilors have given statements on the county’s website about renewing bus passes http://www.hertsdirect.org/services/transtreets/buspass/ Stuart Pile, Cabinet Member for Highways and Transport said: “The free bus pass scheme helps many older people in Hertfordshire remain independent. When a letter comes through your door, it’s important that you renew your pass at the earliest opportunity, which will ensure you are still able to benefit from free bus travel after April 2013. ”If you know someone who has a free bus pass, please look out for their letter to arrive and help them with the renewal process if they need it.”Average age of eligible citizens and ability to access the web20 Day SLA for issuing passes from date application received1 statistics obtained from gov.uk concessionary travel data file BUS0890Slide21
Concessionary Travel – The Solution
Anonymous letters to customers – with
barcode
On line application
capability
Optical Character Recognition (OCR) for paper applications received by 3rd party Serco
partnersWork queues in Lagan for dealing with any changes with streamlined workflowAutomated workflow in Lagan for processing applicationsUse of returned data to improve the poor data currently heldAutomated extract to the bus pass issuing companyTargeted districts at a time to stagger responsesFree prize draw for applications received within 6 weeks of letter being issued to encourage early responsesSlide22
Concessionary Travel – Benefits Derived
Automated process replaces the previous 10 minutes average handling time per application
70% of applications processed through the satisfactory response, with no manual intervention at all. That’s 125,000 applications
Automated process has avoided costs in excess of £200k to manually process 125,000 applications
Reduced the number of required FTE from 22 to 6 to deliver the service