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 …. Less with less – can I work for you? (£92m savings + 55% increase in contacts)

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

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” 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 …

Thank you