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Web Transformation - A Tactical Switch?

This presentation discusses the transformation of a public sector customer service forum into a web-based platform. The speaker highlights the improvements made in website provision, including increased demand, higher customer satisfaction, improved accessibility, and reduced silo sites. The shift to web-based channels for services such as bulky waste collections, streetcare and waste management, and e-payments is also discussed, along with tips to encourage channel shift. The contact information of the speaker is provided for further inquiries.

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Web Transformation - A Tactical Switch?

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  1. Public Sector Customer Service Forum 21st February 2013 Web Transformation Ceri Evans Service Development Manager

  2. Rhondda-Cynon-Taff

  3. Website Provision

  4. A Tactical Switch? A Tactical Switch?

  5. PETE TO GET IMAGE Baseline Position What was our ‘Baseline’ Position ?

  6. The ‘Old’ Site

  7. A ‘Key’ Improvement Drive. . .

  8. Web on the Move…

  9. Website Demand increased by 98% (Compared to 08/09 baseline) • Customer Satisfaction now up to 86% (all time high!) • Website Availability 99.7% (including planned downtime) • Welsh Language Provision 80% (Baseline 7%) • Accessibility – 2nd Wales, 12th UK (Sitemorse Ranking) • Silo Sites reduced from 37 to less than 10 (incl. partners) • SOCITM Better Connected 2012 - • Top 3 in Wales, Top 25 UK Website

  10. CHANNEL SHIFT . . .

  11. CHANNEL SHIFT . . . Bulky Waste Collections First full Year of Web This Year… • 23% Web from Nil Base • 7,300 requests now On-Line • as opposed to taking a call. • Call Volumes reduced by 53%

  12. CHANNEL SHIFT . . . Streetcare & Waste First full Year of Web This Year… • 23% Web from Nil Base • 16,900 requests now On-Line • as opposed to taking a call. • Call Volumes reduced by 35%

  13. CHANNEL SHIFT . . . e-Payments Early Years… This Year… • 76% Payments Self Service • 78,746 SelfServe transactions opposed to taking a call or a visit . • Think wider than just web !

  14. 10 Tips to Encourage Channel Shift . . . • Use of consistent shorter URL - www.rctcbc.gov.uk/payments • Use of Promotional Images, Home, Landing, Service Pages, Transactional Navigation. • Exploiting the use of Contact Centre Queue and Out of Hours Call Messaging • Pro-active “sign-posting” to the Web via Face-to-Face and Telephone Advisors. • Animated Video Feeds on Plasma / LCD Screens at One-Stop-Shops. • Use of Public Access Kiosks (20 across RCT) • News Articles in “FREE” Council Newspaper “Outlook” • Pro-active Press Releases to the local media / Social Media Links. • Using key customer insight information, to pro-actively highlight services based on trends (e.g. Seasonal) • 10. Pushing Transactional Services through the Search Engine… “Recommended Results” or “Suggestive Search”

  15. For further information, please contact . . . Ceri Evans Service Development Manager Tel: (01443) 444403 email: ceri.o.evans@rctcbc.gov.uk

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