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Public Sector Customer Service Forum – Serco in HCC Public Sector Customer Service Forum – Serco in HCC

Public Sector Customer Service Forum – Serco in HCC - PowerPoint Presentation

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Public Sector Customer Service Forum – Serco in HCC - PPT Presentation

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

service services serco customer services service customer serco line savings access channel shift contact travel increased amp deliver 000

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Slide1

Public Sector Customer Service Forum – Serco in HCC

Advise

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Design

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Integrate

| Deliver

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

Advise

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DeliverSlide7

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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Integrate

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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