Public Sector Digital Transformation &

Channel Shift in Customer Services

Media Resource Centre, Llandrindod 11th January 2018

What is digital engagement?

Inbound

A means of providing greater choice for customers wishing to interact with your

organisation, products and services which exploits the latest technologies and

reduces costs whilst improving customer services and efficiency

Outbound

An opportunity to cost effectively improve your customer relationships through

enabling your workforce to proactively provide information and promote your

services

The Government’s view

“Many citizens’ expectations have shifted

from traditional face-to-face, telephone or

paper channels to more responsive 24/7

online personalised services and delivery

through mobile devices”

“Government will work to make citizen-focused transactional services ‘digital by default’ where appropriate using Directgov as the single domain for citizens to access public services and government information”

Where were the UK population in 2017?

46m of 66m own a smartphone/

tablet

Use social networking sites last year

Youngsters aged 5 to 15 now own a mobile phone

UK residents that have access to the Internet

UK households that no longer have a landline number

65+ age group that use the Internet

Adults use on-line banking and e-Commerce makes up 42% of UK sales

Children aged 12 to15 now own a tablet

72% 68% 65% 49% 92% 70% 71% 17%

The customer expectation

Whether seeking help

online or on the phone,

73% of customers expect

companies to be able to

know who they are, pull up

all their information, know

that they already called

about a problem as well as

know what e-mail they sent

last.

The technology roadmap

4net and our partners are defining the

future of UC making it a natural part of

how we connect,

communicate and collaborate.

UC on the devices, within the

applications and browsers people use

every day:

simple, transparent, in context, user

defined.

DIGITAL TRANSFORMATION ERA

MOBILE ERA

UNIFIED COMMUNICATIONS ERA

The future is here NOW!

By continuing to deliver services in a traditional manner we are

discriminating against this Millennial generation

Generation Alpha is coming!!

We are now servicing a

generation who have

social media contacts

who they have never

met but converse with

daily

We are now servicing a

generation who have

not known life without a

mobile phone

We are now servicing a

generation who have

not known life without

the Internet

Any device, any location, any time...

Automated Experience Management simplifies interactions across

multiple channels at a lower cost

Are you calling about your appointment

tomorrow?

Would you like to change it or speak to

an advisor?

VOICE

OUTBOUND

SCREEN POP

CALL RECORDING

REPORTING/ANALYTICS

VOICE (SELF)

INTELLIGENT ROUTING

EMAIL

WEBCHAT

INSTANT MESSAGE

SOCIAL MEDIA

VOICE

EMAIL

TEXT

VIDEO

We already have the tools available!

We already have the tools available!

90% of all e-mails are considered spam or unsolicited marketing

SMS Marketing can increase business visibility

by 29%

SMS surveys generate 46% greater response

than e-mail surveys

On average texts are read within 5 seconds of receipt

On average e-mails are read within 3 hours of receipt

98% of all texts are read,

with only 1% of texts being spam – growing!

100bn Texts were

sent in the UK in 2016

SEGMENT 1

Can & will

SEGMENT 2

Can but won’t

SEGMENT 3

Can’t but would

SEGMENT 4

Can’t and won’t

Making the shift Planning for change

Making the shift Planning for change

Valuable to customers, valuable to you.

Irritable to customers, valuable to you.

Irritable to customers, irritable to you.

Valuable to customers, irritable to you.

Valu

e to t

he c

ouncil

Value to the citizen

SIMPLIFY

Make these tasks easier to do.

ENCOURAGE

Spend more time on these conversations.

ELIMINATE

Fix the cause of these conversations.

AUTOMATE

Provide low touch self-service.

Key messages

You need

to be

INNOVATIVE Don’t use

technology

as a

BARRIER

or an excuse

Do not

ASSUME

there will be

an immediate

uptake

MARKET the service at

every stage – use

INCENTIVES

Be prepared

to FORCE

the shift

CONVENIENCE

is key

You need a CORPORATE

DIGITAL

STRATEGY

How can 4net help?

Omni Channel Contact Centre

CRM ERP Marketing IVR Contact Centre Big Data

Context Store

Self-Service Mobile/SMS/Video Back Office

Business Process

Email/Chat

Web/Social Inbound/ Outbound

Routing Analytics

Data Provider

Data Consumers

Agents can review entire customer journey of all previous interactions

Agents have full context of all customer interactions

Automation, Self Service and A I

Outbound Voice

Text

E Mail

Customer

Customer Customer

Customer

Customer

Inbound Customer

Customer

Customer

Customer

Customer

Customer

Voice

Voice

Voice

IVR

SIP

Proactive Outreach

SIP

Self Service

Live Agent (as needed)

Welcome Aboard

Payment Reminder

Product Promotion

Subscription Renewals

Balance Enquiry

Information Request

Ordering and Payments

Applications

IaaS

SaaSHSCN

PSN

4net Agile

Cloud

4net Data Centre 1

UCaaS

Primary

Server

Contact

CentreSBC

OK

PHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

OK

PHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

4net Data Centre 2

UCaaS

Primary

Server

Backup

ServerSBC

OK

PHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

OK

PHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

10GbE

10Mb

EFM

1GbE

100Mb

xDSL /

FTTC

Carrier Link

Carrier Links

SIP Provider

A

Internet

Breakout

SIP Provider

B

OK

PHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

Direct Private Connections to:

IaaS (MS Azure, Amazon Web Services)

SaaS (MS Office 365, Google Apps)

Fully accredited to

connect to Public

Services Network

Migration program

from N3 to HSCN

Remote Workers

(IP Handset, Softphone)

SIP

Preferable call tariffs (01, 02, 03, 07)

Toll Fraud Protection

Disaster Recovery Smartphone App

Resilient Connectivity

Customer 1

MPLS

4net WAN

Services

All connections can carry multiple services:

> MPLS (inter-site and UCaaS)

> Internet Breakout

Multiple services:

> MPLS (inter-site and UCaaS)

> Office 365 Private Connection

Customer 2

MPLS

Customer 1

Multiple Sites > IP Handsets

> Softphones

> Mobile Apps

> Traditional

Customer 2

Multiple Sites > IP Handsets

> Softphones

> Mobile Apps

> Traditional

Vendor Agnostic to

all Tier 1 Carriers

IPO V2 PSTN

Analogue /

Digital

All in the Cloud?

Business Benefit – 4net Excellence! Innovative Secure Shared Service

ANTENNA is a ground-breaking hosted shared telephony service

Developed jointly between the Prime Minister’s Office and 4net Technologies

Uniquely delivered via a private and secure cloud-based enterprise platform

Hosted in highly resilient and PSN accredited Government data centre.

ANTENNA currently supports a contracted customer base of around 6,000 users.

ANTENNA can save millions of pounds of taxpayer’s money by reducing costs across public sector!

Lowering the cost of ICT across Government!!!

Scalable to over 350,000 users, 4net can extend and mobilise ANTENNA within extremely short lead

times, adopting proven delivery and operational methodologies supported by the PMO and CCS

governance and with expected savings of +40% over other telephony managed services.

Higher level of security

Overall ownership of service

Automated MACDs

Greater Flexibility of Services

Cost Savings

Innovation to improve processes

Thank you