7 th Feb 2012

Mike Saunt

7th Feb 2012

www.astuntechnology.com

Examples

• Savings through Channel Shift

• Improved service – web and call centre

• Satisfaction – Localism / Collaboration

Who is this guy?


Who is this guy?

• This may be a bit of a curve ball

• I don’t work in government

• Publish data on the web

• Work in the private sectorfor Councils and the Police

(that’s me on the left)

Best example of Channel Shift...


Best example of Channel Shift

Hands up!

Savings through reduced calls...


Savings through reduced calls?• This is well known but...

• Three channels for customer contact

• Face to Face - average of over £7 per contact

• Telephone Enquiry - average of around £4 per contact

• Web site - average of about £0.27 per contact


Savings through reduced calls?• Won a 2010 National eGovernment Award

• Effective marketing and take up

• History 2008 onwards• Common enquiry regarding Refuse and Recycling• Changed from single to multi collections

• General Waste• Recycling• Garden Waste

• Received grants for Recycling promotion• Every piece of printed literature had web address


Savings through reduced calls?

• Originally only available via ‘My South Tyneside’

My South Tyneside

• Email Alerts for day alterations i.e. Bank Holidays, Snow etc

http://my.southtyneside.info/

http://my.southtyneside.info/

http://www.southtyneside.info/


• March 2008 -> Jan 2009

Why does this save money?


• April 2008



• May 2008



• June 2008



• July 2008



• August 2008



• September 2008



• October 2008



• November 2008

Introduced REFUSE / RECYCLING


Refuse & Recycling dates available online


• December 2008



• January 2009



• February 2009

Constantly 1500 or more LESS calls



Why does this save money?• What can we see from these graphs?

• November – people can see via website but not sure

• December – starting to gain more trust• January – have trust ( hasn’t told them

anything wrong!)• February – as January

• So back to the numbers• Reduction from of around 3000 calls to 1500-

2000• 1000 * (£4 - £0.27 = £3.73) = £3,730 PER

MONTHor

• 1500 * (£4 - £0.27 = £3.73) = £5,595 PER MONTH


• Now available integrated within the site

Savings through reduced calls?

South Tyneside Council



Improved service – web, back office and contact centre


Key Benefits• Highways Fault Reporting

• Potholes• Material on highway• Tree issues

• Map based reporting for CRM and Public websites• Substantial savings and efficiencies• Improved interface between Contact Centre and the

service• Improved customer service delivery at lower cost• Convenience through ‘do-it-online’, self-serve fault and

incident reporting

• Reduced issues logged, less calls etc


Key Benefits

• CRM front end


Key Benefits

• Website front end

Cambridgeshire County Council

http://www.cambridgeshire.gov.uk/


Channel Shift?


Summary

• Integration of 3 systems• Website• Contact Centre CRM• Back office Highways system

• Benefits• Less issues logged to back office• Less calls by customers• Integrated with CRM for ‘tracking’ of case• Geographic analysis for pro-active action

• i.e. Predict where Flytipping will occur and alter routes

Satisfaction – Localism and Collaboration


Power to the people!

Well nearly...


Objective

• Deepcut Barracks• MOD training barracks• Mystery regarding deaths of 4 soldiers in early

2000’s

• Planning Policy consultation• MOD leaving in 2013• Council wanted more informed feedback on

proposals


Business Drivers

• Collaboration and feedback• Address the ‘Localism’ Agenda• Delivering initiatives such as

• Self-service approach• Helping citizens to act for themselves

• Promoting ‘shared services’• Working across organisational boundaries

• Supporting the ‘Information Economy’• Move to ‘data democracy’ and greater

transparency• Improved customer service

• Less Paper and staff data entry!


Consulting Citizens

Surrey Heath – Deepcut Consultation

http://isharemaps.surreyheath.gov.uk/ishare42/projects/deepcut/external/default.aspx


Consulting Citizens – RSS feed

Surrey Heath – Deepcut Consultation

http://isharemaps.surreyheath.gov.uk/ishare42/getdata.aspx?Type=DataFunc&ds=DeepcutComments&RequestType=XSL&xsl=xml%5CatDeepcutRSS.xsl

Summary


Summary

• 3 examples of ‘Channel Shift’

• Lots of ways to ‘do’ Channel Shift

• Some cashable – reduced calls, better service, less

paper!

• Some transparency – consultation and collaboration

• Keep thinking of how you can make your data

available

Thank you!

[email protected]@skepticmike

mailto:[email protected]

Documents

7 th Feb 2012