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To interaction and beyond

To interaction and beyond. Emma Rodgers Senior Campaigns Officer . Today’s session. The case for SM at SCC Our journey Case studies The CS point of view Top tips Next steps. The background . Committed to ensuring Staffordshire is an excellent place to live, visit and invest in.’

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To interaction and beyond

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  1. To interaction and beyond Emma Rodgers Senior Campaigns Officer

  2. Today’s session The case for SM at SCC Our journey Case studies The CS point of view Top tips Next steps

  3. The background • Committed to ensuring Staffordshire is an excellent place to live, visit and invest in.’ • Direct link between satisfaction, value for money & council accessibility and quality of services [Reputation tracker] • Similar link to being involved in decision making • Drive for innovation and transformation

  4. Residents told us…. • They want to access us quickly and easily • More self service • Vfm and efficiency • Responsiveness & flexibility  More involvement in decision making

  5. Changed landscape

  6. Our Journey

  7. Our Journey

  8. Our Journey

  9. #Potholes  Improvements to SM audiences Listening SM reporting influenced policy CS integration 34% - webpage via SM

  10. #talkalcohol Debuted on SM Live twitter chats Drove traffic to website Positive tone Interactive game

  11. #leekimprovements Engaged with new people Concerns informed communications Minority that was self moderated Went to where the conversations were

  12. Care Quality Green Paper #greenpaper #social care  SM used for consultation  Easier to digest  Results reported  New conversations

  13. shirleyayres9:39am via web @GleefulKaz I'd like to see every council running a similar survey! Defining quality in #socialcare @BracknellForest @StaffordshireCC SoTCityCouncil9:33am via HootSuite RT @StaffordshireCC: Have your say about the quality of social care services in Staffordshire. Complete our online survey at ow.ly/cPh1F shirleyayres9:30am via web @StaffordshireCC I'd have liked a Q about how people are using the internet to obtain info, advice & support about #socialcare services! wispame9:26am via web RT @shirleyayres: Kudos @StaffordshireCC inviting comments on quality of their #socialcare services through an online survey. Any other councils doing this? GleefulKaz9:25am via Twitter for iPhone @BracknellForest - care to comment? twitter.com/shirleyayres/s… @shirleyayres @StaffordshireCC brumLINk9:23am via web RT @shirleyayres: Kudos @StaffordshireCC inviting comments on quality of their #socialcare services through an online survey. Any other councils doing this? Care Quality Green Paper

  14. StaffordshireCC: Still time to come and join our focus group and air your views on the Quality of Care Services. #Stafford Gatehouse. starts 1pm today 11:05am, Aug 22 from HootSuite GerryStokeGSK: @StaffordshireCC muppets the most vulnerable cant bloody get there use your brains, you say quality WAKE UP CARE IN STAFFS IS SHOT GerryStokeGSKAug 22, 2:55pm via Web @StaffordshireCC your social services department is a joke cutting care, basically leaving 999 to do your dirty work.....not fit for p GerryStokeGSK: CHOICES CARE USELESS COMPANY 1 OF ,MY CARERS NOT TURNED UP AGAIN @StaffordshireCC THIS IS THE MESS YOU MADE OF CARE 12:32pm, Aug 23 from Web StaffordshireCC: @gerrystokegsk We have passed on your concerns. Happy to organise a Community Worker to come and see you. If so please get in touch 4:16pm, Aug 23 from HootSuite GerryStokeGSK: @StaffordshireCCyes i would love that to happen 8:04pm, Aug 24 from Web Care Quality Green Paper

  15. To interaction and beyond Hannah Cotton-Diederich Customer Service Manager [Access]

  16. “A transformed customer service operation at the heart of the council, to improve our understanding of citizens and provide a consistent, high quality customer service and experience.” Customer Service Vision

  17.  Improve customer service  Improve customer access  Create demand  Create cost efficiency The Goal

  18. Customer Service takeover August 2012 • Twitter ‘Take 2’ • Our reality A CS Viewpoint

  19. CRM • CS Tips • Facebook The good bits…

  20. £ Target Achieved Top five tips  Find the ROI/Value for money  Flexibility  Relationships • Everyone can do but still good to have experts/find the right fit • Build into reporting at the earliest stage with a focus on outcomes to keep senior team on-board

  21. What’s next?  E-zine launch & email marketing • Customer digital charter • Campaign to promote SM as contact channel and transactions • Improving what we have & future scanning • Staff social media campaign • Defining our e-offer across SCC & with partners • Evaluation • Engagement and consultation

  22. Photo credits to be added once finalised

  23. Emma Rodgers emma.rodgers@staffordshire.gov.uk; @EmmaRodgers T: 01785276804 Hannah Cotton – Diederich Hannah.cotton-diederich@staffordshire.gov.uk T: 01785277245 Credits Photo credits: Compfight http://compfight.com/ Our Journey: Easel.ly Ideas: Darren Caveney

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