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Amanda Brooke-Webb Head of Customer Contact Buckinghamshire County Council

Buckinghamshire County Council. To Shift or not Shift – that is the Question ( and how do you know when you have got there anyway ?). Amanda Brooke-Webb Head of Customer Contact Buckinghamshire County Council. May 2011. Libraries. Libraries.

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Amanda Brooke-Webb Head of Customer Contact Buckinghamshire County Council

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  1. Buckinghamshire County Council To Shift or not Shift – that is the Question ( and how do you know when you have got there anyway ?) Amanda Brooke-Webb Head of Customer Contact Buckinghamshire County Council May 2011

  2. Libraries

  3. Libraries • Majority of contact are renewals or reservations • Successful campaign to launch the 0845 number to move away from face to face transactions – increased choice and access • Introduction of an automated renewal line and its impact – offers 24 hour service but requires a PIN to be remembered • “Fridge Magnet “ syndrome and number of first choice ? • Plateau of calls and worrying decline in automated calls • Spikes in call volume relating to bad weather and physical access issues but not on the automated line or the web ? • Consistency of offer on all channels remains a challenge • Is this as good as it will get ? • Are we unrealistic to aim for total shift? • Is there , dare we say, too much choice ?

  4. Transportation : fault reporting

  5. Transportation : fault reporting • Slow decline in calls as on line reporting tool re-launched with improved features • Sharp spikes in all channels with adverse weather – significant re-work and duplication as customers use multiple channels for the same enquiry • It is a challenge for the service area to cope with faster access which can lead to a rise in avoidable contact at the front end – significant proportion of “chaser” contacts • Customers like on line tracking – but expect to be able to see it cross a range of enquiries • “Twitter Gritter” a great success – did result in a change of inbound calls • More appealing front end access needs to be supported by streamlined back office delivery

  6. Online payments • Slow but steady rise in online payments • Variety of offers – but in the main, low value transactions • Grappling with inconsistencies with channel offers between telephone and web (library fines) • Spiderweb legacy of differing systems and the complications it brings • Compliance and call lengths become an issue where payments are involved

  7. Our Gordian Knots • Channel shift – has to be born in the back office – creating pdf forms for customers to print is not “e-enablement” or channel shift . Nor is an on line application system that then creates letters to be posted with tear-off slips to be returned. • Customer Confidence is problematic – an on line application is often followed up with a letter or call to check up. Feedback indicates that customers either do not like or distrust standard auto responses for time critical , or emotive , issues. • Being clear about customers and who is accessing which services is crucial to overcoming perceived barriers to greater self service e.g in social care. • Why ask for email addresses or mobile numbers if you are not going to use them ?

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