My Harrow Account - West London Alliance

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MyHarrow Account

Harrow Council

Customer Services Strategy

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

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

Schedules Landlord Notifications Statement of Account Benefit

And so much more...

Rent Accounts Planning Applications

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?

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