Customer Contact
Wayne Smith, Assistant Head Shared Services – Customer Contact
Jason Williams, Corporate Web Manager
Cornwall Council
Where we were
What we have now – Face to Face
23 One Stop Shops
36 libraries
What we have now - Phones
17 Published Numbers
Camborne
General Enquiries
Council Tax & Business
Rates
Roads Transport &
Parking
Housing
Refuse & Recycling
Adult Care & Support
Planning
Children, Schools &
Families
Registration
Environmental Health &
Licensing
Libraries
Environmental
Management
Fire & Community Safety
Elections
Trading Standards
Councillor Line
Liskeard
Benefits
What we did
• Merged 4 contact centres into 1 & reduced over 60 published
phone numbers to 16 0300 numbers
• Migrated most* council services to a single cross skilled
contact centre (*except Benefits)
• Adopted Lean System Processing to remove ‘waste’ & enable
a ‘value’ (quality) approach to call handing
• Corporate directive that Web & Contact Centre will ‘front’
council services
• Skills knowledge & authority transferred from council services
to the Contact Centre through extensive in house training
programme to enable 80%+ call resolution at the first point of
contact
• Technology enabled ‘Channel Shift’ & increased efficiency
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Channel shift to web
180,000
700,000
160,000
600,000
140,000
120,000
500,000
100,000
400,000
80,000
300,000
60,000
200,000
40,000
20,000
100,000
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Calls offered
OSS visitors
Web visits
Trendline
Web - Where we were
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6 district and 1 county websites
100+ sub-sites and brands
100k pages much of it duplicated
350k per month visits to all the sites
7 different versions of all online systems
What we did
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Migrated main sites into 1
Reduced page count to 6k
Launched with a first month of 200k
Corporate buy-in for approach online
What we have now?
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Over 700,000 visits per month online
Over 2500 forms submitted online
850k per month payments
Single major systems tied together with
one user account – SSO
• Feature rich website which is super SEO
enabled – mobile enabled
• Implementing quality standards for
content
The future – a commissioning council
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Virtual Face To Face – Telly-talk (or similar)
Phone self serve - Mitel
Customer self serve – Lagan CRM
Home working
Signposting
Social engagement
Maintain and manage
Inclusion and the un-impressed
Commercial offering to partners*
Cornwall Council
County Hall
Truro TR1 3AY
Tel: 0300 1234 100
www.cornwall.gov.uk