1 / 13

Digital Channel Shift using G-Cloud

www.HTKhorizon.com/gcloud. Digital Channel Shift using G-Cloud. Who we are: HTK, a UK SME. www.HTKhorizon.com We’re an agile and innovative UK cloud software company D ata-driven use of email, SMS, mobile web, social media, voice automation

saman
Download Presentation

Digital Channel Shift using G-Cloud

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. www.HTKhorizon.com/gcloud Digital Channel Shift using G-Cloud

  2. Who we are: HTK, a UK SME • www.HTKhorizon.com • We’re an agile and innovative UK cloud software company • Data-driven use of email, SMS, mobile web, social media, voice automation • We have an 11 year track record in public sector digital delivery • National Police Portal - IL3 Accredited digital police-public messaging (with BT) • e-Voting - automated telephone voting (with BT and Oracle) • PNN3 Messaging - SMS, voice, fax messaging for criminal justice partners • “Police Direct” - location targeted digital messaging (“Neighbourhood Link”) • Birmingham Community Alert • SEPA Floodline Direct Warning Service (with BT) • We focus on quality and security: ISO9001, 14001, 27001, SC cleared staff • We understand supply chains: We partner with BT and C&WW • We’re a G-Cloud framework supplier

  3. Focus for next 4 ½ mins: Digital by Default

  4. Why use the cloud for digital channel shift? • The Old World • The “have’s” and “have not’s” • Digital channels that aren’t always usable • Touch-tone hell in the contact centre • And lengthy IT procurements • And continuous “custom” development • And systems that don’t talk to each other

  5. Why use the cloud for digital channel shift? • The New World • Build a joined-up picture of each citizen • Their situation and needs • Their contact details • Their preferences • Their location • Deliver consistent, usable services • Across organisational silos • Centred around the citizen • Across a range of digital channels • Online, mobile, social, voice self-service • Engage with citizens at lower cost

  6. How? Hint: The answer isn’t Twitter :) • FIRST: Build a single view of the citizen • Login to HTK Horizon securely across the web • Import / connect / set up your citizen data sources • Spreadsheets, CRM, case management, housing mgmt, web forms… • Build a joined-up, searchable, filterable database of citizen names, addresses, contact details, preferences and status HTK Horizon as a G-Cloud Service The publicInternet Secure HTK Horizon“Private Cloud” software Your existing systems and citizen data

  7. HTK Horizon for digital channel shift • THEN: Multi-channel digital engagement • Use Horizon to send targeted, personalised digital content • and receive, route and respond to inbound contact • Give each individual citizen timely, relevant, engaging information • And measure the results • Track and improve your effectiveness over time • Learn what works and what doesn’t (and we’ll help you!) Secure HTK Horizon“Private Cloud” software Update your other systems

  8. Example - Ipswich Borough Council • Using HTK Horizon for… • Building a joined-up citizen database • Across sports, arts, theatre, housing… • 42,000 people signed up so far • Using SMS to reduce f2f wait times • Multi-channel consultation surveys • Sending targeted email campaigns • Improved service delivery, at lower cost

  9. Example - CMEC (DWP) Outbound SMS to reduce inbound call volumes 18% secure, encrypted data feed from CS2 SMS notification to Parents With Care less inbound calls no cap-ex set up in 3 weeks simple. *And nominated for DWP award for “best SME supplier”

  10. Example - UKBA SMS appointment reminders 3 days email-to-SMS to send appointment reminders legacy integration via CJX 65,000 texts sent per month no cap-ex set up in 3 days simple.

  11. Example- Private sector Telephone self-service using personalised IVR O2 personalised SMS and voice self-service (IVR) for targeted offers and customer retention over 10 million customers over 2 million self-service calls handled per month ALL personalised with targeted, relevant content Industry-leading self-service containment ** the same tech would work for any contact centre to increase citizen self-service and reduce cost

  12. HTK Horizon pricing from £200 per month www.HTKhorizon.com/gcloud sales@htk.co.uk Twitter: @jkbowser 5 more minutes? Before you commit precious budget, let’s talk about the art of the possible, industry best practice and doing more for less through G-Cloud

  13. Digital Channel Shift using G-Cloud www.HTKhorizon.com/gcloud sales@htk.co.uk @jkbowser

More Related