Bernard Fenton – Head of Customer Management Delivering value from channel shift, not just savings

Vision for channel shift value or savings? Thinking ….

QUEST project Step Change – higher risk Relies on creative people Direction not destination Thinking …. Dr Eddie Obeng – New Rules for the New World

Challenge best summarised as …. (Reducing budgets + increasing transactions = Same or more with less!) Thinking …. (£92m savings + 55% increase in contacts)

Thinking …. VALUE CouncilCustomer More transactions Lower cost per transaction Optimise use of resource ……. More access Fast & easy Less waiting ….. ……. How do we ensure value for both?

Same customer –Council Tax payment –Missed Bin report –Complaint Transaction –Rules based –Assessment –Personal Thinking ….

Customer behaviour – is choice a good thing?

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 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 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

Political dimension – what’s in it for them?

“More self-service transactions gives our advisors more time to focus on more complex cases or more vulnerable customers” Derby City Council – Cabinet Member for Business, Finance & Democracy

What’s in it for them? Increased contacts managed for Adults Health & Housing Gave CYP staff more of their time Lowered the admin cost for Local Assistance Scheme Managed Energy scheme at no additional cost

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 …

Thank you