Channel Shift at Chorley BC & London
Borough of Harrow
PSCSF North
st
PRESENTER:
Gerard Bouton, Senior Sales Manager, Asidua (GB) Ltd
8th May 2013
What are we going to talk about?
• Who we are and our Customer
Contact Pedigree
• How a more effective deployment of
CRM and using the system to hold and
drive all the relevant information can
enhance Citizen Contact
• One Stop Shop for Integration
• Chorley BC and London Borough of
Harrow
What can Channel Shift achieve?
• One stop service
• Resolution at first point of contact
• Transparent processes
• Understand the citizens needs
• Eliminate avoidable contact
• Make self service available to as many
services as possible!
ABOUT ASIDUA
PRESENTER:
Gerard Bouton
Senior Sales Manager, Asidua (GB) Ltd
Brief Overview
• Established 2002
• Microsoft Gold Partner
• Offices in Belfast, Solihull & Dublin
• Accredited with ISO 9001 / 27001 &
IIP
• 130 employees
• Registered on Local Government
Software Application Solutions
Framework
ASIDUA DYNAMICS CRM
PRESENTER:
Gerard Bouton
Senior Sales Manager, Asidua (GB) Ltd
Asidua Dynamics CRM
CUSTOMER CONTACT PLATFORMTM
PRESENTER:
Gerard Bouton
Senior Sales Manager, Asidua (GB) Ltd
Traditional Contact Centre/F2F Process
CRM
Internet
CRM
Process & Workflow - CCP
Customer
GIS
Customer
Portal
Appointments
Payments
EDRMS
Enterprise
LOB System
CRM
Employee
Portal
Back Office
CC/OSS
Fulfilment Team
Self Service
Local Government Clients
End to End Service Design
Key
CCP Control
Service Specific
InfoPath Section
Initial Service Request Details
Inform customer about the service and
validate eligibility to receive the service.
Customer Details
Find or gather customer details.
Location Details
Identify the location for the service
request.
Appointment Booking
Further Service Request Details
Collect additional service specific data.
Integrate to a LOB system or
Appointment Booking system to
book an appointment
General Information
Additional standard (non-service specific)
information to be gathered dependent on
channel.
Request Summary
Summarise the information gathered on the
form before it is submitted
Payment
When appropriate take a payment for the
service
Confirmation Page
Confirmation of submission and receipt
information
New Business Process
1. Service Configuration
2. InfoPath Pages
3. Workflow Design
ASIDUA & LOCAL GOVERNMENT
PRESENTER:
Gerard Bouton
Senior Sales Manager, Asidua (GB) Ltd
Who are Asidua?
Improve
service
Reduce
costs
Example Customers
Asidua Group
Belfast HQ
Asidua
Ireland
Asidua GB
CCP in Local Government (Team Lancs)
Service Access Information Access
Unified Intelligent Desktop
Self Service
Guided & Automated
Circles of Need
One and Done
Informative
Customer
Advisor
Client Systems
and Data
Manager
Common Solution
Back Office
Joined Up Processes
Performance & Satisfaction
Cost Effective
Knowledge Joining-up
Mobile Working
Less Systems
Lancashire Procurement Hub
3 councils, improved service
with a reduction of 20 FTEs
£2.6m savings over 4 yrs
Challenges facing Chorley
•
Too many systems in front line
•
Minimise avoidable contact
•
Drive consistency in service delivery
•
Remove process in-efficiencies
•
Improve data quality and information
•
Improve performance and productivity
•
Deliver business intelligence
What intelligence Chorley need to make informed decisions
about channel migration to support customer self service?
Cost per transaction
Channel
Chorley (2010)
Varney Report (2004)
Telephone
£0.53
£1.39
Face to Face
£8.07
£14.65
Email/Web
£1.55
£0.25
Existing Website
• Online booking
• On line payments
• e-Citizens (Council tax,
business rates, housing
and council tax benefits
customers)
• Service information
• News & Events
• Forms
The new website
Aim: To increase self-service functionality and encourage
customers to transact with the Council online.
• Forms with integrated
payments
• My Account
• My Chorley
• Service information
• Mapping
• Social media
• Online chat
• Dynamic front page
• Improved search
• Use of imagery
• Streamlined content
Rationalising Systems at Chorley
Existing System
Replaced With
Civica Flare
MS/IDOX
Goss Interactive
MS/CCP
Abacus - Web Structure
MS
Team Knowledge
MS/CCP
NDL
MS/CCP
McFarelane
Siemens/CCP
Northgate Front Office
MS/CCP
Iken
MS
Anite - Northgate EDMS
MS
Total additional savings of £100K annual
Service Re-design: Streetscene
The website and mobile working has enabled the streetscene
service to be improved, and costs reduced. Improvements
include:
•
•
•
•
•
•
•
Clear mapping and monitoring of scheduled work
More flexibility to respond to service requests
Use of mobile devices to pick up and close off jobs
Reduction in ‘downtime/travel time’
Reduction in management / task allocation
Improved responses and tracking for customers
More generic/multi functional posts
Estimated savings are £120,000
Local Government Clients
Chorley Borough Council
Ease of use - Service Improvements – Service
Development & Extensions - Cost Savings
• Supports circle of needs with personalisation both via selfservice and by information provided to contact agents
• 20% reduction in calls to contact centre
• Routing services to county council, county may provide out
of hours contact centre service.
• Dropped 1 of 4 waste vehicles (25% saving)
• 5 FTE saving in year 1, 9 FTE saving in year 2.
• £100k annual IT savings on licences and support
• £1m saving over 3 yrs
CCP in Local Government (Harrow Council)
Service Access Information Access
Unified Desktop and
workflow
Enable “true” citizen
self service
...removed 90 seconds
per call
R&B, Housing, Parking,
Waste, Streets ...
Customer
Advisor
Council Systems
and Data
Manager
Back Office
Front office and
back office connected
One and done
Greater satisfaction
All information available to
deliver service
Knowledge Joining-up
Local Government Clients
Harrow Council
•
•
•
•
Working with Capita since 2005 to deliver savings
Asidua were introduced in 2008
Savings not being delivered through SAP
CCP-H - Integration with the following:
– Northgate iWorld
Revs & Bens
– Civica EDRMS/W2
Housing
– Northgate (Anite) OHMS
Parking
– Civica ICON Payments
Waste
– Civica Civil Enforcement (Parking)
Streets
– Bartec Waste Collector
Adults
– Voice Sage (Automated Voice Calling System)
...
– Achieve Forms
Local Government Clients
Harrow Council
•
•
•
•
•
•
•
•
•
Supports Self Service
Contact Centre
Walk in
Running on Microsoft Citizen Service Platform with
Sharepoint & SQL Server
Solution included:
- 40+ Custom Forms
- 8 Integrated Systems
- 60 Council Users
Now being extended into Social Care with an additional 80 users
Upgrading to the latest version of CCP (v4.1) in summer 2012
Moving on to integrate & automate procurement services next
Supporting their transformation programme
Local Government Clients
Increase customer satisfaction whilst reducing costs
•
•
•
•
•
•
•
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
Local Government Clients
Services delivered by Access Harrow:
Council Tax
Business Rates
Housing Benefits
Council Tax Benefits
Housing Resident Services
Housing Repairs
Waste & Recycling
Environmental Health
School Admissions
Parking
Building Control
Planning (including vetting &
validation)
Adult Social Care
Community Alarms
Concessionary Travel
Electoral Services
Registration Services
Nationality
Checking/Citizenship
Accounts Payable/Receivable
Switchboard
Local Government Clients
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
Local Government Clients
The Results:
Local Government Clients
Impact
Local Government Clients
Savings delivered:
Local Government Clients
The future?
CCP in Local Government (Milton Keynes Council)
Service Access Information Access
Employee Portal
Self Service Website
Service Focussed
Transactional services
Forms Driven
Customer
Advisor
Client Systems
and Data
Manager
Back Office
Fully Integrated
Real Time Information
Consistency and Quality
Major Operational Savings
Information Complete
Knowledge Joining-up
Monitored
Customer Contact Platform
Customer Portal
Registration
Accounts
Employee Portal
Accounts
Portal - Mobile Access
Desktop
CCP Enterprise
CCP - Performance Gathering
Management Information & Business Intelligence
Further Information
• CCP’s MDM facility allows for the
linking of customer records from
multiple sources
• Processes propagate across the
system
• Transactions are encrypted to https
• CCP supports requests from in
area/out of area and anonymous
• CCP is integrated to LLPG typically
taking daily feeds
Service Solution Packs
• End to End Processes
– Forms [56]
– Integrations
– Adapters (GIS, Payments, CRM, LOB System)
• Environment
–
–
–
–
–
–
–
Abandoned Vehicles
Animal Welfare
Emergencies
Parks & Open Spaces
Recycling, Rubbish & Waste
Roads, Highways & Pavements
Street Care and Cleaning
[1]
[5]
[5]
[6]
[9]
[22]
[11]
• Others
– Revenues & Benefits, Complaints, Compliments etc
SUMMARY
PRESENTER:
Gerard Bouton
Senior Sales Manager, Asidua (GB) Ltd
Benefits
Cost Reduction
Customer
Centricity
• Efficient and Effective End to End Processes
• Deliver more with the most cost effective resources
• Achieve the benefit quickly (3 months)
• Customer Service Centric
• Consistent across channels
• Informative and Responsiveness
New
Capabilities
• Self Service
• Multi-Channel and New Channels
• Management Information and Business Intelligence
Compliance
• Tell Us Once and One & Done
• Consistency simplifies advisor training
• Environment, Parking, Housing, Adults, Childrens, Complaints...
Future Proof
• Enable Shared Services
• Microsoft Technologies
• CCP Roadmap
Discover more…
Discover more…
Gerard Bouton
Senior Sales Manager
Asidua (GB) Limited
Email: gerard.bouton@asidua.com
Birmingham
The Oracle Building
Blythe Valley Park
Solihull B90 8AD
Tel: +44 (0)121 506 9560
Fax: +44 (0)121 506 9561
Belfast
10 Weavers Court
Belfast BT12 5GH
Tel: +44 (0)28 9072 5000
Fax: +44 (0)28 9072 5001
Dublin
77 Sir John Rogerson's Quay
Dublin 2
Tel: +353 (0)1 640 1980
Fax: +353 (0)1 640 1981
email: ccp@asidua.com
www.asidua.com/ccp