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Improving Customer Service in Harrow. Jonathan Milbourn – Head of Customer Services. Good to be back!. About Harrow…. Harrow is the 12 th largest London Borough in terms of size, but 20 th in terms of population. One fifth of the borough is composed of parkland and open spaces
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Improving Customer Service in Harrow Jonathan Milbourn – Head of Customer Services
About Harrow…. Harrow is the 12th largest London Borough in terms of size, but 20th in terms of population. One fifth of the borough is composed of parkland and open spaces Harrow has roughly 239,100 residents (an increase of 32,300 since 2001) Harrow is the most religiously diverse borough in the country and 4th highest non-white British population Harrow is generally an affluent borough, ranking 27th out of 32 in the index of multiple depravation in London, but has some serious pockets of depravation. Harrow has the third largest population of millionaires in London
C is for Control the website • Take control of the website! • Understanding your customers • Use of customer segmentation • Broadband access and usage • What on-line services do customers want/use • Keep checking you’ve got it right • Web site design • Decide on the purpose of your web site and stick to it • Make it easy for people to find what they need • Minimise the number of ‘clicks’ needed to get there • Make sure the information is easy to understand and up to date
E is for Eliminate avoidable contact Avoidable Contact The assessment of whether a contact is avoidable relates only to what caused the customer to make contact ie was it unnecessary. • the Council didn’t do something • the Council did something wrong • the customer is seeking unnecessary clarification • there is repeat contact with a customer who has to provide the same information a number of times • the customer is progress chasing
G is for GIS • Location data – the concept of place • GIS = Geographic Information System • The management and use of location based data • Eg lamp posts, customers, crime, fraud, flood zones, roads • Around 80% of local government / business data has a ‘location’ element • Location data underpins many decisions and service delivery • Everything is run from one central server so everybody views the same data
G is for GIS My Harrow Find your nearest MyH Account Web Forms School Tools + many more Access Harrow Deeds System Planning Environment Highways + many more Website Council Systems N P U B L C E R N A L T I I Harrow Spatial Database Department Editors LLPG 1000+ datasets GIS Team
G is for GIS Access Harrow Deeds System Planning Environment Highways + many more Council Systems Harrow Spatial Database Department Editors LLPG 1000+ datasets
I is for Integration Old Process 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Status update only available from service area Double keying & system updates 6 separate logins 3 separate system searches Manual hand off to service area Improved Process 1 2 3 4 5 6 Single sign on to access systems 3 automated searches Automatic system updates Automatic hand off (Civica) Status available online (Civica)
L is for Lean Reviews Planning • Writing out to customers isn’t the best way to communicate • Customers are happy if you grant planning permission before the 56th day • Having different codes for the same thing is confusing for staff • Reject 50% then 35% Concessionary Travel • Sorting the inbound post is not a specialist role • Work can be distributed to all trained staff • Post, post, post - there are other methods of communicating with customers • Wednesday is not the only day that you are allowed to post out on
M is for Maintain the LLPG • LLPG = Local Land and Property Gazetteer • Spatial database of all land and property within Harrow • Maintained centrally by LLPG Custodian • THE corporate address database for Harrow • “Logical Glue” between systems • Enhances integration and service delivery • Integrated into over 15+ systems
O is for One stop service The Access Harrow contact centre book the appointment with the Registrar and enquire about her wider support needs. The Advisor changes her council tax details for single person allowance and recognises that her change in circumstances will trigger a benefits change so sets up a F2F appointment for the same day. The Advisor pre-screens for the Reablement service and warm transfers her to a social worker. Mrs E visits Access Harrow and the advisor has a file with information about her current position. The advisor recognises that she has a disability so arranges for an assisted bin collection which takes place immediately. Mrs E is an older person whose husband is her carer. Her Husband passes away and she contacts the Council through a Golden Number to register the death Mrs E is advised of her appointment date and starts collecting the financial evidence needed. Mrs E only needs to produce some updated documents as Access Harrow already holds information. Mrs E receives a letter advising that her benefits have been reassessed and she will be getting an enhanced benefit. She also notices that her assisted rubbish collection has commenced. Mrs E continues to receive support from the Reablement team and begins to regain her independence Mrs E continues to live independently, supported by a personal carer, enhanced benefits and a tele-care package. Access Harrow calls her to ensure the support is meeting her needs Following her Assessment, Mrs E receives a package of support in her Home to enable her to remain independent Access Harrow initiate a review of Mrs E’s benefits and council tax payments and advise her of the outcome They also arrange for assisted rubbish collections and a mobility assessment
O is for One stop service Council Tax Business Rates Housing Benefits Council Tax Benefits Housing Resident Services Housing Repairs Waste & Recycling Environmental Health School Admissions Parking Building Control Planning (including vetting & validation) Adult Social Care Community Alarms Concessionary Travel Electoral Services Registration Services Nationality Checking/Citizenship Accounts Payable/Receivable Switchboard
Why the focus? vs speed of answer What do we mean by this? An enquiry resolved needing only one call from the customer. It could either be resolved by the agent at the point of contact or by a subsequent action (e.g. collect bin) How do we achieve it? Access to all necessary systems and information Comprehensive training Empowering staff Continuous challenge of ‘hand-off’ points Absorbing additional responsibilities such as processing What do we resolve at FPC? 91% of enquiries R is for Resolution at first point of contact
We had reached a point where to expand the on line services we offer, we needed to know who we are communicating with Upon registering, a secure PIN is sent to the customer’s registered address, similar to online banking We can now authenticate who we are communicating with electronically, and can now offer an expanded range of personalised services Different services require higher levels of authentication S is for Single online account
S is for Single online account • Revenues and Benefits • Landlord account • Planning • Libraries • Alerts • Electoral Registration • Members and Neighbourhood Champions • Streets • Local Information • Waste and recycling
50% annual decrease in ‘simple’ Housing Benefit payment queries S is for Single online account 99% of landlord enquiries are now via the MyHarrow account 19% of Annual Canvass forms completed via the MyHarrow account 20% annual decrease in ‘simple’ rent enquiries The busiest time is the first Monday of the month 35% decrease in ‘simple’ Council Tax queries The current monthly log-ins save us the equivalent of 11.5 FTE That’s a £305,000 annual saving! 1,630 text alerts are sent out every month 65 accounts are opened every day There are 15 alerts available 17,247 changes to the electoral register via the MHA 15 people log into their account every hour!
2013 Employee portal Leasehold services School Admissions Business account Electronic invoice delivery Instant self-service access Expansion of Revs and Bens 2014 Housing repairs Track all service requests Planning/Building Control portal Adult Social Care – personalised budgets and suppliers portal Consultation and communications Mobile app S is for Single online account
S is for Single online account • Annual Canvass – Fully Electronic • Residents sent activation codes for MHA rather than the traditional canvass form • To access their canvass details, residents log in and retrieve • ‘Changes’ made via MHA, • ‘No Changes’ encouraged to open MHA • No return envelopes included • No text or telephone services (for no changes) • 18,000 forms completed
T is for Training • Understand the job • Ask the right questions • How to solve the problem • Sell online services
U is for Understand your customers Socio-demographic classification • Segments all UK households and postcodes • Over 900 data variables • 46% Census data, 54% other data • Validated & updated annually 11 Lifestyle Groups 61 Lifestyle Types 243 Lifestyle Segments
U is for Understand your customers • Late/middle aged, married couples • Teenage children • Expensive, detached houses • Luxury cars • Very high incomes, investments • Top professions, senior managers • Well educated • Waste & Recycling • Environmental services • Pays council tax via direct debit • Preferred Communication Channel - Web Segment A - Extremely wealthy professionals - 10.3% of households
U is for Understand your customers • Young singles & co-habitees • Work in City • Private rented flats • High income • Professional occupations • High levels of smoking/drinking • Council Tax summons • Parking Permit • Preferred Communication Channel - Web Segment D - Young professionals on high salaries - 9.5% of households
U is for Understand your customers • Families with children • Suburban, semis or terraces • Asian background • Middle income • Multi-person households • English not first language • Jobseekers allowance • Non-smokers, non-drinkers • Planning • Schools admissions service • Preferred Communication Channel – Telephone • Segment F • - Suburban Asian families on moderate incomes • - 23.9% of households
