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PRESENTER: Gerard Bouton, Senior Sales Manager, Asidua (GB) Ltd

Channel Shift at Chorley BC & London Borough of Harrow PSCSF North 8 th May 2013 st. PRESENTER: Gerard Bouton, Senior Sales Manager, Asidua (GB) Ltd. What are we going to talk about?. Who we are and our Customer Contact Pedigree

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PRESENTER: Gerard Bouton, Senior Sales Manager, Asidua (GB) Ltd

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  1. Channel Shift at Chorley BC & London Borough of Harrow PSCSF North 8th May 2013 st PRESENTER: Gerard Bouton, Senior Sales Manager, Asidua (GB) Ltd

  2. What are we going to talk about? • Who we are and our Customer Contact Pedigree • How a more effective deployment of CRM and using the system to hold and drive all the relevant information can enhance Citizen Contact • One Stop Shop for Integration • Chorley BC and London Borough of Harrow

  3. What can Channel Shift achieve? • One stop service • Resolution at first point of contact • Transparent processes • Understand the citizens needs • Eliminate avoidable contact • Make self service available to as many services as possible!

  4. About Asidua PRESENTER: Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

  5. Brief Overview • Established 2002 • Microsoft Gold Partner • Offices in Belfast, Solihull & Dublin • Accredited with ISO 9001 / 27001 & IIP • 130 employees • Registered on Local Government Software Application Solutions Framework

  6. Asidua dynamics crm PRESENTER: Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

  7. Asidua Dynamics CRM

  8. Customer Contact PlatformTM PRESENTER: Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

  9. Traditional Contact Centre/F2F Process

  10. Internet

  11. Process & Workflow - CCP CC/OSS Self Service

  12. Local Government Clients

  13. End to End Service Design New Business Process Service Configuration InfoPath Pages Workflow Design

  14. Asidua & LOCAL GOVERNMENT PRESENTER: Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

  15. Who are Asidua? Reduce costs Improve service Asidua Group Belfast HQ Asidua GB Example Customers Asidua Ireland

  16. CCP in Local Government (Team Lancs) Information Access Service Access Self Service Circles of Need Informative Unified Intelligent Desktop Guided & Automated One and Done Customer Advisor Client Systems and Data Manager Back Office Common Solution Performance & Satisfaction Cost Effective Joined Up Processes Mobile Working Less Systems Joining-up Knowledge

  17. Lancashire Procurement Hub 3 councils, improved service with a reduction of 20 FTEs£2.6m savings over 4 yrs

  18. Challenges facing Chorley • Too many systems in front line • Minimise avoidable contact • Drive consistency in service delivery • Remove process in-efficiencies • Improve data quality and information • Improve performance and productivity • Deliver business intelligence

  19. What intelligence Chorley need to make informed decisions about channel migration to support customer self service?

  20. Existing Website • Online booking • On line payments • e-Citizens (Council tax, business rates, housing and council tax benefits customers) • Service information • News & Events • Forms

  21. The new websiteAim: To increase self-service functionality and encourage customers to transact with the Council online. • Forms with integrated payments • My Account • My Chorley • Service information • Mapping • Social media • Online chat • Dynamic front page • Improved search • Use of imagery • Streamlined content

  22. Rationalising Systems at Chorley

  23. Service Re-design: Streetscene The website and mobile working has enabled the streetscene service to be improved, and costs reduced. Improvements include: • Clear mapping and monitoring of scheduled work • More flexibility to respond to service requests • Use of mobile devices to pick up and close off jobs • Reduction in ‘downtime/travel time’ • Reduction in management / task allocation • Improved responses and tracking for customers • More generic/multi functional posts Estimated savings are £120,000

  24. Local Government Clients Chorley Borough Council Ease of use - Service Improvements – ServiceDevelopment & Extensions - Cost Savings • Supports circle of needs with personalisation both via self-service and by information provided to contact agents • 20% reduction in calls to contact centre • Routing services to county council, county may provide out of hours contact centre service. • Dropped 1 of 4 waste vehicles (25% saving) • 5 FTE saving in year 1, 9 FTE saving in year 2. • £100k annual IT savings on licences and support • £1m saving over 3 yrs

  25. CCP in Local Government (Harrow Council) Information Access Service Access Enable “true” citizen self service R&B, Housing, Parking, Waste, Streets ... Unified Desktop and workflow ...removed 90 seconds per call Customer Advisor Council Systems and Data Manager Back Office One and done Greater satisfaction Front office and back office connected All information available to deliver service Joining-up Knowledge

  26. Local Government Clients Harrow Council • Working with Capita since 2005 to deliver savings • Asidua were introduced in 2008 • Savings not being delivered through SAP • CCP-H - Integration with the following: • Northgate iWorld • Civica EDRMS/W2 • Northgate (Anite) OHMS • Civica ICON Payments • Civica Civil Enforcement (Parking) • Bartec Waste Collector • Voice Sage (Automated Voice Calling System) • Achieve Forms Revs & Bens Housing Parking Waste Streets Adults...

  27. Local Government Clients Harrow Council • Supports Self Service • Contact Centre • Walk in • Running on Microsoft Citizen Service Platform with Sharepoint & SQL Server • Solution included: - 40+ Custom Forms - 8 Integrated Systems - 60 Council Users • Now being extended into Social Care with an additional 80 users • Upgrading to the latest version of CCP (v4.1) in summer 2012 • Moving on to integrate & automate procurement services next • Supporting their transformation programme

  28. Local Government Clients Increase customer satisfaction whilst reducing costs • One stop service - where appropriate • Focus on resolution at the first point of contact • Complete visibility of the end to end process • Understand our customers and respond to their needs • Make each contact as efficient as possible • Eliminate avoidable contacts • Make self service available for as many services as possible

  29. Local Government Clients Services delivered by Access Harrow: 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

  30. Local Government Clients Why MyHarrow Account? • What is it? • – Similar to online banking, it is an authenticated account that confirms the identity of the user • Why MyHarrow account? • - The only way to expand the on-line services we offer is to know who we are dealing with • - Gives residents only one log-in and password to access all Council services online

  31. Local Government Clients The Results:

  32. Local Government Clients Impact

  33. Local Government Clients Savings delivered:

  34. Local Government Clients The future?

  35. CCP in Local Government (Milton Keynes Council) Information Access Service Access Self Service Website Transactional services Employee Portal Service Focussed Forms Driven Customer Advisor Client Systems and Data Manager Back Office Real Time Information Consistency and Quality Major Operational Savings Fully Integrated Information Complete Monitored Joining-up Knowledge

  36. Customer Contact Platform

  37. Customer Portal Registration Accounts

  38. Employee Portal Accounts

  39. Portal - Mobile Access

  40. Desktop

  41. CCP Enterprise

  42. CCP - Performance Gathering

  43. Management Information & Business Intelligence

  44. Further Information • CCP’s MDM facility allows for the linking of customer records from multiple sources • Processes propagate across the system • Transactions are encrypted to https • CCP supports requests from in area/out of area and anonymous • CCP is integrated to LLPG typically taking daily feeds

  45. Service Solution Packs • End to End Processes • Forms [56] • Integrations • Adapters (GIS, Payments, CRM, LOB System) • Environment • Abandoned Vehicles [1] • Animal Welfare [5] • Emergencies [5] • Parks & Open Spaces [6] • Recycling, Rubbish & Waste [9] • Roads, Highways & Pavements [22] • Street Care and Cleaning [11] • Others • Revenues & Benefits, Complaints, Compliments etc

  46. summary PRESENTER: Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

  47. Benefits

  48. Gerard Bouton Senior Sales Manager Asidua (GB) Limited Email: gerard.bouton@asidua.com

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