Business Improvement Working Group Cost Architecture – In Context Neil Sloper Head of Customer Service

Agenda East Herts Drivers Customer Service Improvement Why the pilot? Benefits for Us Desired Outcomes Discussion

East Hertfordshire The District 14 miles north of London 184 sq miles, rural, 5 market towns Population 131,000, only 2.8% minority groups Low levels of deprivation, 346 out of 354, some pockets of relative deprivation. 1% unemployment local economy mainly service Conservative cabinet system Judged 'good' in 2004 CPA 350 employees Hertfordshire

Our Strategies Overall aim: ‘To improve the quality of people's lives and preserve all that is best in East Herts’ Promoting prosperity and wellbeing; providing access and opportunities Fit for purpose, services fit for you Pride in East Herts Caring for what's built and where Shaping now, shaping the future Leading the way, working together

Lots of Drivers for Improvement! Avoidable Contact NI14 Efficiency NI179 Sustainable Communities Act 2007 All require knowledge of costs and time Lyons Enquiry More for less!! Shared Services & Pathfinder Transformational Government Local Challenges Comprehensive Spending Review Local Government White Paper LGA - Closer to People and Places Public Service Reform

A Customer Service Vision Delivering the same excellent level of customer service regardless of how and where customers contact us, to deal with 80% of enquiries at the first point of contact.

Our Strategy - Key Themes Customer Service Effectiveness Efficient Organisation Effect use of technology Improved process All require knowledge of costs and time Change Business process improvement Investing in self-service Cost to serve Customer Access Simplify Access for all Influence Choice Better facilities for Customers Customer Service improvement Customer Insight Satisfaction Service Use Customer Profile Take Up Service Planning Standards & Satisfaction Corporate Standards Consistent Monitoring Corporate comments, compliments and complaints

What Does That Look Like? Council Focused Customer Focused Citizen Driven Council Self-service, Engagement in service design and delivery A Customer Focused Council Reduced cost of contact, Joined up services, Service development based on customer use A Responsive Council Efficient response Modernising Service Delivery, Access Channel Management, Joining up Services Dynamic Customer Feedback, Community Discussion Portals Reducing Costs and Improving Service Know who is contacting us and why. Move simple transactions to self-service. Giving customers choice of modern access channels. Development based on demand. Real-time engagement and feedback. Matching service innovation to customer need.

All require knowledge of costs and time Organising Work – Supporting Services Service Customer Service Function Website Development CRM Development Telephony Development E-Form Development Process Improvement Baseline Cost Information All require knowledge of costs and time Customer Information Specialist IT Services Self-Service Assisted Service Professional Service 80% @ 1st Contact Increased Customer Satisfaction + Organisational Efficiency

Benefits Improved/consistent access through a single co-ordinated service. Efficiency dealing with simple enquiries/transactions, releasing professional staff from administration. More cost effective service, movement towards self-service. Customer insight by capturing, recording and evaluating customer contact, use and satisfaction. Knowledge about customers and their needs to target investment and ensure equality of access.

Why Cost Architecture? Authoritative Source Timing ‘spot on’ Working with others Customer focused approach Consistency Transparent Factual. Costing and Time It’s only one piece!

What’s In It For Us? S151 – ‘Show me the money!’ A framework, speed Guidance – what we need to capture Service based, enquiry level A learning opportunity Common and consistent across services S151 – ‘Show me the money!’

Outcomes Cost per transaction per channel Cost to serve awareness Clear case and evidence to support change Able to demonstrate our workings.

Discussion Neil Sloper, Head of Customer Service neil.sloper@eastherts.gov.uk 01992 531611