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Why?

Why?. Improved Service Delivery? ODPM BV157, CPA, Priority Outcomes? Partnership Joint Working? Efficiencies Gershon?. Why?. Face – Face Required? Easier Access to Services? Faster - Save time?. Why?. Customer!. Research Suggests Citizens-. Difficulty in making contact

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Why?

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  1. Why? • Improved Service Delivery? • ODPM BV157, CPA, Priority Outcomes? • Partnership Joint Working? • Efficiencies Gershon?

  2. Why? • Face – Face Required? • Easier Access to Services? • Faster - Save time?

  3. Why?

  4. Customer!

  5. Research Suggests Citizens- • Difficulty in making contact • Confused who does what? • Passed around / same information twice • Access outside 9am-5pm

  6. WHAT?

  7. VISION

  8. FIRST IMPRESSIONS

  9. CITIZONE 'Everything must be about the customer and for the customer'

  10. What was it? What is it now? Against Multiple brands Single brand Complex to understand Inaccessible - difficult to find the right person, to understand process Not relevant, archaic & institutional Difficult to get satisfaction / resolution Simple, consistent messages Accessible - a single ‘face’ with multiple touch-points Relevant, contemporary, and personal A resolution focus – measured on customer satisfaction performance Citizone is for our citizens!

  11. What was it? What is it now? Against A place where you queued and were passed from pillar to post Repetitive questions and endless form-filling A place where you were expected to know what to do and what information was required A frustrating process ending in dissatisfaction Multiple, fixed locations You are greeted promptly and interviewed by a single person with confidence A place where you are known and details are already available A place where you are mentored and where guidance is provided A promise of resolution A single location near to you What is Citizone?

  12. Education

  13. Citizone Video

  14. What is a Citizone POP? • A “single face” for citizens to access local services • It is a: • A kiosk • A full face to face service • Sometimes both • Internet Website • Modular Design • Self Service and Mediated Service • County and District Services One Place • Link to Back Office Support

  15. Our trial services • District: Advice, information, intelligent referral • Housing • Revenues and benefits • Environmental health • Council tax • Planning • County: Advice, information, referral, and some transactions • Highways • Educational awards • Trading standards • Helping people to use the websites

  16. what’s it all about? • “Joined up” services – yes, really • Sometimes known as “One Stop Shops” • … or Information Points • … or Local Information Points • … or Service Zones • ... Or Resource Centres

  17. Future? • Wider range of services • Bringing in Police, Housing Associations, Health, Benefits Agency, CAB private sector … • Videoconferencing • Smart Cards

  18. Future? • Evaluate Dunstable Citizone • Launch Ampthill & Biggleswade Leighton Buzzard? • Introduce wider range of services - “life events” • Police, Housing, Health, Benefits, private sector • Videoconferencing for interviews with experts • Technology Portal, SMS, Telephony, Data Sharing CRM • Kiosks at council premises, post offices, leisure centres • Responding to requests for additional POP’s • Mobile Citizones • Smart Cards

  19. ?QuestionsPeter Whiskerpeter.whisker@citizone.orgMob 07909934937

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