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History of the Pilot

History of the Pilot. Newport highly developed customer service Information Station Corporate Contact Centre 43% of transactions completed via self-service Pilot bid based on ‘Digital by Default’ What percentage increase can be achieved? What activities are effective?. Promotion. Staff.

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History of the Pilot

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  1. History of the Pilot • Newport highly developed customer service • Information Station • Corporate Contact Centre • 43% of transactions completed via self-service • Pilot bid based on ‘Digital by Default’ • What percentage increase can be achieved? • What activities are effective?

  2. Promotion

  3. Staff • Team of self service customer service officers • Based in Leisure centres, libraries, shopping centres and the Information Station • Completing call backs • Running training and drop in sessions • Completing door knocking sessions

  4. Technical Enhancements • Self Service Kiosks • A Mobile App • A new Search • Improved Content

  5. Partnerships • Credit Union, Newport City Homes, CAB, WLGA, WG and… • Job Centre Plus • Digital by default cross training • Digital passport in DWP • Links with the work programme • Improved ICT skills for job claimants • Newport becoming a ‘Digital City’

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