1. Beyond channel-shift Presenter: Brian Johns

2. About Capita’s software services Capita’s software services division is a leading supplier of software solutions to the local government, social housing, library, health, insurance further education and higher education sectors. With over 25 years’ experience supplying quality systems and services throughout the UK, Capita has repeatedly demonstrated an understanding of the developments, challenges and requirements of its customers within the public sector.

3. My focus for this session Reactive self-service requests for Streets, Parks, Open Spaces  Fly-tips  Litter  Abandoned vehicles  Needles  Graffiti End-to-end processes  Integration Simplification plus technology  Potential for savings

4. An example Who reports an incident  The person most affected/concerned by it When are they most likely to want to report it?  When they see it What can/do they do?  Reach for the phone What do they want?  The problem fixed  To be kept informed/consulted  To know what the council is doing about prevention

5. What happens to an incident report? Customer service request via telephone or F2F Customer service request via telephone or F2F Details keyed into CRM Email sent to the back-office Email sent to the back-office START Details entered into back-office system Details entered into back-office system Routing, prioritisation and scheduling Routing, prioritisation and scheduling Job sheet is printed Job sheet is printed Work is delivered and recorded Work is delivered and recorded Job sheet returned Job sheet returned Details entered into back-office system Details entered into back-office system Email sent to the front-office Email sent to the front-office Update sent to the customer Update sent to the customer Details entered into CRM FINISH

6. Service request Front office Triage Middle office Back office Case management & scheduling Delivery queue Citizen Control & monitoring Service resolution Organisational view of service delivery

7. Web-based self-service for incident reporting Do-able Not accessible or immediate  Exact location may be lost / misremembered  Photos take effort  Motivation lost Tendency to try and ask too many questions  Designed to put people off? Inconsistent  No data dictionary standards

8. Self-service: keeping it simple

9. Middleware WS Customer self-service request Customer self-service request START Service request FINISH Integration for incident reporting CRM WS Rules engine WS GIS/ LLPG WS Back office WS Scheduling WS Mobile WS Acknowledge Email/SMS Status update Status update Email/SMS Case closed Case closed Email/SMS

10. Example point to point architectures Mobile WS CRM Middleware CRM WS Self-service Middleware Self-service Middleware WS Mobile Middleware CRM

11. In summary Integration has value and you can count it Procure new systems that integrate well Technology supports change and a better customer experience Simplify to succeed Channel shift should be engineered to enable savings downstream CRM isn’t necessarily all you hoped it would be