Starting …. Payment transactions Familiar transaction High volume – 162,000 pa Sizeable opportunity Strategy Brave – turned off channels Meet & Greet Team Took savings from budget
Starting …. Success 30% increase in transactions 35% increase in internet payments 37% decrease in cash payments 15% reduction in cheque payments 8% increase in Direct Debit payments Removed 2 FTEs - £50,0000 pa Confidence & Credibility
Growing …. Lagan Citizen Portal forms (LCP) On-line transactions Familiar transactions High volume Simple transactions Familiar transactions High volume Simple transactions Streetpride, Customer Feedback In-house team - seconded Rapid development – 90 days Strategy
Growing …. Lagan Citizen Portal forms (LCP) Acting as a Trusted Customer Advisor In built eligibility criteria Business rules Routing rules Structured data collection Signposting advice Email confirmation
Growing …. Lagan Citizen Portal forms (LCP) 40+ Different LCP forms Approaching 2,000 transactions per month Basis for all Welfare Reform Eligibility Customer surveys Data collection on customer flow
Growing …. Lagan Citizen Portal forms (LCP) Saved £50,000 pa in staff reductions 4% of all customer contacts Out of hours access – 35% Customers monitor their own case Created 4,000+ valid email addresses Door step surveys Confidence! Benefits – To date ….
Growing …. Lagan Citizen Portal forms (LCP) Integrate payments into LCP forms Book & Pay Transactions Internal applications – car parking New E-Business! Customer segmentation marketing Next Steps
“More self-service transactions gives our advisors more time to focus on more complex cases or more vulnerable customers” Moved Adults Health and Housing into the Contact Centre Put more staff into the Children and Young Peoples skill set Moved staff onto the Welfare Reform agenda Lowered the cost of administering the Local Assistance Scheme
Success factors – ICT, people or something else?
Be clear about where you are going Build momentum, prove, create confidence Value & savings for customers & the Council Led by type of transaction Assisted transactions & close channels Members are important stakeholders Learning …. Yes, and …