Briefing Presentation Customer Contacts and Tracking Corporate Services Customer Contact and Tracking – Closing the Loop Contact Centre Local Office

Briefing Presentation Customer Contacts and Tracking Corporate Services Tier 2 Desktop Assessment Schedule service Make appointment Simple problems Tier 3 Specialist Assessment Complex problems Tier 1 Information – Signpost Basic assessment / triage Management Information Service Delivery First time resolution Online Phone Face to face Customer Management Tier Model Increasing cost of Transaction ££ Pence Trackable

Briefing Presentation Customer Contacts and Tracking Corporate Services What we’re aiming for National Systems Uniform (EPPS) Confirm. HiLight Genero (HMIS) SATURN SWISS SATURN SWISS Council Tax Payments Planning Others… Planning Others… Progress trackable from end to end Customer Management System (CMS/Lagan) Customer Management System (CMS/Lagan) Contact Centre Back Office Service Delivery Systems (Delivery) Mobile Working Solutions CUSTOMERSCUSTOMERS Contact channel Online / Web Local Office

Briefing Presentation Customer Contacts and Tracking Corporate Services Bridging the gap – Improvement projects Confirmation s or SMS from CMS (Details, Ref. No. etc.) next few weeks Confirmation s or SMS from CMS (Details, Ref. No. etc.) next few Integrate cases raised on fifedirect straight in to CMS fifedirect Customer account to allow customers to track their own transactions online. 3-6 months time Integrate cases raised on fifedirect straight in to CMS fifedirect Customer account to allow customers to track their own transactions online. 3-6 months time Housing repairs by appointment - integration from the CMS to Genero and the Mobile working solution next 3 months Housing repairs by appointment - integration from the CMS to Genero and the Mobile working solution next 3 months Develop interfaces with other systems, increasing ability to monitor the status of cases ongoing, next 12 months Develop interfaces with other systems, increasing ability to monitor the status of cases ongoing, next 12 months Mapping functionality for issue/case identification, reporting and status checking (Streetlight example) now - ongoing Mapping functionality for issue/case identification, reporting and status checking (Streetlight example) now - ongoing

Briefing Presentation Customer Contacts and Tracking Corporate Services Pothole feedback challenge Status Legacy transport system (CONFIRM) provided limited opportunity for automated responses. Expense and complexity to integrate with dependant systems would not create value for customer and council at this time. Actions We have a link to the customer and the job so introduce manual feedback loop to customer when job has been investigated.– Live 16 June 2014 Prompt action to replace existing system and plan to introduce full feedback loop as part of procuring and implementing product.– Currently underway

Briefing Presentation Customer Contacts and Tracking Corporate Services Customer Reports 3,000 fifedirect Form Local Office Check on Map on fifedirect Raise in Customer Management System (Lagan) Raise in CONFIRM Highwayss ystem Basic acknowledgement Not Fife Council, refer on Phone Acknowledgeme nt with details (see above) Is Fife Council, will be inspected with in X days Updated/C omplete in CONFIRM Highwayss ystem Updated in Lagan customer with outcome of inspection View known faults & status on fifedirect Map Member of staff raises job through total mobile Raised in CONFIR M Highways system Not Fife Council, refer on Inspection Reports Raised in Lagan Assessed Updated/Complete in CONFIRM Highwayssystem Updated in Lagan View all known faults & status on fifedirect Map Updated on fifedirect Map Is Fife Council, will be dealt with in X days 27000

Briefing Presentation Customer Contacts and Tracking Corporate Services

Briefing Presentation Customer Contacts and Tracking Corporate Services Lagan / CMS GENERO (Housing) Repair Finder Appointment scheduling Building Service Mobile device AMIS NDL Screen Capture Housing repairs by appointment - integration from the CMS to Genero and the Mobile working solution

Briefing Presentation Customer Contacts and Tracking Corporate Services Progress trackable from end to end Customer Management System (CMS/Lagan) Customer Management System (CMS/Lagan) Contact Centre Back Office Service Delivery Systems (Delivery) Mobile Working Solutions CUSTOMERSCUSTOMERS Contact channel Online / Web Local Office