Multi Channel Customer Contact & Channel Shift

Channel Choice and System Integration

Bob MillerArgyll and Bute CouncilCustomer Management Project Mgr.

Standard Self Service Processing Model

WEB

AUTO PHONE

APP

Roads

Social Work

Waste etc.

• Customer accesses a variety of self service channels to log a service request• Information is logged on council’s CRM and then passed onto services• Or it is passed directly to services for action• Either way this is the primary zone of opportunity for system & process

integration.

Benefits of Integration

Efficiency: No rekeying, copying, pasting

Accuracy: Nothing gets lost in translation

Consistency: Same data fields transferred

Speed: No delays in the process

Training: Training burden reduced

= Customers more likely to use an integrated self service system because it works better.

Benefits Are Recognised

92% of authorities see self service as a route to achieving cost savings.

87% recognise that the lack of integration is a barrier to achieving potential benefits of self service.

Use of of Integration

…and yet the most recent NDL Integration Report tells us that:• 15% of authorities use no integrations between their CRM

and back office systems• Another 28% have integrated less than a third of their CRM

related processes.

Missed Integration Opportunities

…75% of authorities report that they re-key self service data received from web eforms; which negates many benefits.

Many Self Service Channels Requires Many Approaches To Integration.

Council Website and Intranet (Drupal).

Looking Local Digital TV & App.

LAN Display Screen Network

Netcall Voice Automated Services

Facebook and Twitter accounts

JANET SMS Text to Mail Requests

APIs

Web Services

Database Lookups

File Transfers

XML

RSL Feeds

Universal Integrator

Customer Council Systems

How Customer Interactions Go Direct To Our Services

Customers

- Lagan C2TW Portal- Lagan Payment Integration- Looking Local App (by Xmas)

- Text and Webmails

- Capita Web Pay- Netcall 24/7 Pay

CRM Council Systems

Examples of Current Integrations

CRM

MacFarlane ACD ScreenphoneNetcall Automation InterfaceLync Unified Comms

Carefirst- Social WorkIDOX- Regulatory Services

Council System Council System

Examples of Current Integrations

Virtual Teamwork

Active Directory – Netcall Automation

Netcall Automation – Pyramid MIS

Macfarlane ACD – Netcall Qbuster

Lync Comms – Phonex Call Logger

Web XML – Looking Local Digi TV

Web XML – Netcall Disruption Hotline

Civica Cash Receipting – Northgate – Netcall Automated Payments

The Growing Value of Self Service

2011/12

65,560 Transactions

£125,547 gross Savings

£39,500 Net Savings

2012/13

153,280 Transactions

£199,399 gross savings

£117,392 Net Savings

Integration Usage

ALL telephone self service transactions

rely on system integrations

Circa 85% of web self service transactions

use integrations

4 more self service integration projects

in the short term

Don’t Neglect Employee Self Service & Integration Opportunities

Timekeeping LeaveOnline Payslips (no longer paper)Online Travel & Subsistence Claims

Centralised Council Absence ReportingOnline Update of Employee DetailsOnline Performance and Development (soon!)

Questions At Round Table

NDL Survey Conclusion: “respondents recognise that implementing widespread citizen self service and achieving their aims has to be underpinned by the right technology.

It demands a seamless process from front to back – in other words, the key element of successful self-service is cost-effective integration, which will reduce or even eliminate wasteful and expensive re-keying of data”.