Making it Easier ....
Steve Sheppard
Managing Director, Asidua (GB) Limited
Tim Peters
Head Of ICT, South Gloucestershire Council
Making it Easier
• Steve Sheppard, Managing Director, Asidua (GB)
– Asidua Introduction
– Customer Contact and Service Delivery
• What is possible
–
–
–
–
Self Service
Contact Centre
End to End Service Delivery
Mobile Fulfilment
• What are the benefits and savings
• Tim Peters, Head of ICT, South Gloucestershire Council
– Service Review Programme
• Objectives & Process
• Benefits and Savings
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Who are Asidua?
Reduce
costs
Improve
service
Asidua Group
Belfast HQ
Asidua GB
Asidua
Ireland
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Customer Contact and Service Delivery
Service Access Information Access
Useful and
responsive
Customer
Manager
More effective
at helping
customers
Asidua
Client Systems and Data
Customer Contact
Platform
Customers
Deliver
get the services
Transformation
they asked for
Knowledge Joining-up
Advisor
Back Office
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Customer Contact Platform
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CCP in Local Government (Team Lancashire)
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CCP in Local Government (Team Lancashire)
Service Access Information Access
Unified Intelligent Desktop
True Self Service
Guided & Automated Process
Access to information
Status
Customer
Manager
Consistency
Asidua
Council Systems and Data
Customer Contact
Platform
Performance & Satisfaction
Cost Effective
One & Done
Advisor
Back Office
Connected
Process Improvement
Shared Information
Knowledge Joining-up
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CCP in Local Government (South Glos Council)
Service Access Information Access
Self Service Portal
Unified Desktop
Dynamic Interaction
One & Done
Customer
Manager
Service / Forms Driven
Efficient
Asidua
Council Systems and Data
Management Info
Customer Contact
Platform
Consistency & Quality
Advisor
Back Office
Integrated
Information Complete
Major Operational Savings
Knowledge Joining-up
Monitored
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Typical Customer Contact Process
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Efficient Integrated Process
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Self Service
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Self Service – Abandoned Vehicles
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Contact Centre – Abandoned Vehicles
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CRM
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•
•
•
Good at: Customer Relationship Management
Not so Good at: Delivering services
CRM shouldn’t make things difficult
So use it for what it’s good for!
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Management Information & Business Intelligence
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Mobile
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Benefits
Cost Reduction
• Save money
• Deliver more with the most cost effective resources
• Achieve the benefit quickly (3 months)
Customer
Centricity
• Self Service
• Service Delivery
• Performance and Responsiveness
New
Capabilities
• Service Portal
• Multi-Channel and New Channels
• Master Data Management
Compliance
• Tell Us Once
• One & Done
• Management Information and Business Intelligence
Future Proof
• Maximise use of current assets
• Enable Shared Services
• Mobile Access
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Contacts:
Steve Sheppard
Asidua (GB) Limited
The Oracle Building
Blythe Valley Park
Solihull
B90 8AD
Tel: +44 (0)121 506 9565
Fax: +44 (0)121 506 9561
technology-gb@asidua.com
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