Harrow Council

Customer Services Strategy
● One stop service - where appropriate
● Focus on resolution at the first point of contact
● Complete visibility of the end to end process
● Understand our customers and respond to their needs
● Make each contact as efficient as possible
● Eliminate avoidable contacts
● Make self service available for as many services as possible

Understanding Our Customers

Understanding Your Customers
Segment A
- Extremely wealthy professionals
- 10.3% of households
● Late/middle aged, married couples
● Teenage children
● Expensive, detached houses
● Luxury cars
● Very high incomes, investments
● Top professions, senior managers
● Well educated
● Waste & Recycling
● Environmental services
● Pays council tax via direct debit
● Preferred Communication Channel -
Web

Why MyHarrow Account?
●
What is it?
– Similar to online banking, it is an authenticated account that confirms the identity of the user
● Why MyHarrow account?
The only way to expand the on-line services we offer is to know who we are dealing with
Gives residents only one log-in and password to access all
Council services online

The Results
Year
2008/9
2009/10
2010/11
2011/12
2012/13
To August
Unique visitors per month
68,250
Transactions per month
Total Account
Holders
1,350 N/A
72,513
73,774
77,918
107,072
2,826
4,950
12,863
34,724
N/A
3875
12,710
22,302
Monthly
Account
Users
N/A
N/A
1,619
4,740
16,412

MyHarrow Account impact – Performance
● 21% of all Council Tax queries are now via the portal
● 40% reduction in Council Tax general enquiries to the contact centre
● 40% reduction in claimants that do not understand entitlement letters (despite increase in demand)
● 72% reduction in Housing Benefit payment queries
● Less calls and less complex calls
● User friendly for staff
● Contact Centre has averaged answering 90% of calls in 30 seconds for 2011/12
● Face to face wait times – 8’30” + 76% within 15mins

Savings Delivered
●
Since 2006/7 - Costs
↑ by 27%, Transactions ↑ by
327%
● For services migrating to Access Harrow – Saving of
30% due to migration strategy
● Savings of £260k (9 FTE’s) pa delivered via channel migration
● Further £0.5 million savings in MTFS for channel migration
● MyHarrow Account future projects projected to save a further £300k pa savings

channel shift and cost per enquiry
Transactions by channel
3,500
3,000
2,500
2,000
1,500
1,000
500
-
06 / 07 07 / 08 08 / 09 09 / 10 10 / 11 11 / 12
OSS Tel EMail Webforms Web
2.50
2.00
1.50
-
1.00
0.50
£

On Line - Self Service
● What next for our MyHarrow Account
– A business account
– Adult Social Care – personalised budgets and suppliers portal
– Housing repairs
– Leasehold services
– Members and Neighbourhood Champions portal
- Consultation and communications
– Ability to link more than one address
– Link to our segmentation data to allow more personalisation
– Mobile app
– Track all service requests

On Line - Self Service
● What’s next for channel migration:-
– Further savings needed
– Have started enforced channel shift – PCN’s
– Considering further enforced channel shift
– Looking at how to migrate face to face contacts
– Do we reduce current service levels?
– How do we support residents to make the change?