London Borough of Newham
Customer Access Programme
Citizens’ Account and Joint Working
Agenda
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Introduction:
CAP Achievements
Citizen Account
Master Data Management
Slide 2
Is channel-shift appropriate for Newham’ s population?
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Compact, but densely populated - approx. 12sqm & 320k population
2nd Poorest borough in England & Wales
Life expectancy 2 years less than national average
Highest unemployment rate in England
Most ethnically diverse (200+ languages)
30% govt. funding reduction since CSR-2010
Youngest population in country
Massive regeneration programme. Inc.2012!
Slide 3
Face To Face
Telephone
Inform
My Newham
Email (old eforms)
Love Newham
Letter
Fax
SMS
Social Media
My Newham %
Face To Face %
Telephone %
Slide 4
Nov-14
Oct-14
Sep-14
Aug-14
Jul-14
Jun-14
May-14
Apr-14
Mar-14
Feb-14
Jan-14
Dec-13
Nov-13
Oct-13
Sep-13
Aug-13
Jul-13
Jun-13
May-13
Apr-13
Mar-13
Feb-13
Jan-13
6,383
2,303 3,383
3,653
3,371
5,700
7,020
6,320
7,982
2,746
2,390
7,958
6,862
2,733
2,628
6,726
6,770
5,765
5,914
4,136
5,322
7,920
4,287
9,381
15,012
10,955
9,107
15,170
13,102
13,243
13,417
12,757
12,457
12,678
11,169
11,664
8,063
8,241
8,837
4,746
7,593
6,192
7,443
7,941
8,475
7,322
5,926
4,794
17,205
6,612
5,972
6,293
2,823
2,570
2,025
1,267
7,368
1,244
1,340
7,747
7,001
6,143
6,324
1,185
7,458
6,411
9,056
8,201
8,943
7,360
7,002
4,545
5,107
4,493
4,580
4,372
6,664
4,778
4,998
4,899
4,264
4,895
2,869
2,747
3,538
2,528
3,459
3,108
4,139
4,894
5,035
4,888
6,108
5,659
6,538
5,165
6,316
6,201
8,612
4,787
7,963
8,869
10,063
7,403
9,524
5,000
Dec-12
Nov-12
Oct-12
Sep-12
Aug-12
Jul-12
7,846
11,925
11,198
13,938
12,796
13,107
9,309
10,000
Jun-12
May-12
Apr-12
Mar-12
Feb-12
Jan-12
Dec-11
12,370
14,368
17,806
15,000
Nov-11
Oct-11
Sep-11
6,812
20,000
17,489
1,308
1,244
7,741
25
27,783
1,082
8,780
44
50,000
Aug-11
21,083
7,220
30,000
Jul-11
Jun-11
23,296
20,944
25,000
May-11
Overall Channel Shift Trend - Volume
Successful reduction in CRM face-to-face contact from 67% to 11% through channel-shift
80%
45,000
70%
40,000
60%
35,000
50%
40%
30%
20%
10%
0%
My Newham – Properties with at least 1 My Newham Registration
120,000
100%
Properties Regis tered on My Newham
%
8
0%
78%
90,238
88,545
74%
76%
87,033
83,899
71%
72%
82,298
80,402
67%
69%
78,371
76,665
66%
74,383
72,781
61%
63%
71,096
69,319
58%
60%
67,420
65,069
54%
60,343
51%
52%
58,126
55,955
53,367
51,214
45,085
33%
40,570
35,837
26%
31,573
28,316
18%
25,233
60%
50%
30%
20%
01- 01- 01- 01Jan - Feb- Mar- Apr13 13 13 13
64,1 58,0 56,9 54,2
01Aug13
47,7
01- 01- 01- 01Jan- Feb- Mar- Apr14 14 14 14
38,7 37,1 35,5 33,5
01May14
31,6
01Jun14
30,1
Sep 14
Aug 14
Jul 14
Jun 14
Apr 14
May 14
Feb 14
01- 01- 01- 01Sep- Oct- Nov- Dec13 13 13 13
45,3 43,4 41,9 40,2
Mar 14
Jan 14
Dec 13
01Jul13
49,9
Oct 13
01Jun13
52,2
Nov 13
01May13
54,4
Sep 13
Apr 13
May 13
Mar 13
Jan 13
Feb 13
Dec 12
Nov 12
Oct 12
01- 01- 01- 01Sep- Oct- Nov- Dec12 12 12 12
81,0 77,7 73,3 68,6
Aug 13
01Aug12
84,1
Jul 13
01Jul12
89,3
Sep 12
19,912
Jul 12
01Jun12
91,9
70%
40%
Jun 13
01May12
95,5
80%
10%
Aug 12
12%
16%
16,994
13,368
01- 01- 01- 01Jan - Feb- Mar- Apr12 12 12 12
102, 100, 99,8 97,8
Jun 12
May 12
8%
Mar 12 9,007
11,028
7%
6%
Jan 12
01- 01- 01- 01Sep- Oct- Nov- Dec11 11 11 11
105, 105, 103, 103,
Dec 11
01Aug11
106,
Feb 12 7,955
5%
4%
Nov 11
3%
2%
01Jul11
107,
Oct 11
Sep 11
1%
0%
Jul 11
Non-Registered Properties
01Jun11
107,
Aug 11
-
Jun 11
0%
20,000
10%
23%
40,000
29%
37%
41%
60,000
48%
47%
79% of residential households
Apr 12
79% of all
Newham
residential
properties
have a
registration
on My
Newham
62,756
80,000
56%
Over 138,000 customers
registered on My Newham
64%
100,000
77%
90%
01Jul14
28,0
0%
01Aug14
26,5
01Sep14
25,1
103 1,29 2,47 3,60 4,75 5,65 6,48 7,95 9,00 11,0 13,3 16,9 19,9 25,2 28,3 31,5 35,8 40,5 45,0 51,2 53,3 55,9 58,1 60,3 62,7 65,0 67,4 69,3 71,0 72,7 74,3 76,6 78,3 80,4 82,2 83,8 87,0 88,5 90,2
0%
1%
2%
3%
4%
5%
6%
7%
8% 10% 12% 16% 18% 23% 26% 29% 33% 37% 41% 47% 48% 51% 52% 54% 56% 58% 60% 61% 63% 64% 66% 67% 69% 71% 72% 74% 76% 77% 78%
Slide 5
My Newham – Time of Day Usage
Channel
Working Hours
Service
Count of Weekend
9,000
8,000
Out of hours usage
almost half, at 46%
7,000
6,000
5,000
4,000
3,000
2,000
Total
Hour
2,792
4,089
4,734
4,724
5,077
5,267
5,592
6,834
6,584
7,232
7,426
7,730
7,626
7,179
5,388
2,866
1,584
1,233
258
171
184
379
902
1,651
1,000
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
1,651
902
379
184
171
258
1,233
1,584
2,866
5,388
7,179
7,626
7,730
7,426
7,232
6,584
6,834
5,592
5,267
5,077
4,724
4,734
4,089
2,792
Slide 6
My Newham – Payments, Balances, and Statements
My Newham Integration directly to Northgate Revs and Bens and Housing
Overall Total
Council Tax
Rent
Leaseholder
Total Activity
Payments
86,403
37,067
5,945
217,064
View Balance
99,353
90,071
6,413
195,837
Ratios
Council Tax
Rent
Leaseholder
Payments
View Balance
View Statement
2.7
1
5.8
1
4.6
1
Weekly Ave's
Council Tax
Rent
Leaseholder
All Activity
Payments
1,838
789
126
4,854
2.3
2.4
4.2
View Balance
2,114
1,916
136
4,167
View Statement
36,832
15,600
1,401
54,771
View Statement
784
332
33
1,191
Balance & Statement Views related to Payments
1-in-2.3 people making a CTax payment, check their statement first.
Almost all check their balance
Slide 7
Rents
Leaseholders
Council Tax
Benefits
1,191 full
statement
views per
week.
CTax Balance Views
most popular –
2,114 per week.
Average 784 CTax
full statement views
per week
£-
Kiosk Payments
Mobile Payments
Slide 8
Cumulative Kiosk Pymts
Cumulative Mobile Pymts
Sep-14
Aug-14
Jul-14
Jun-14
£332,084
£645,606
£604,112
£609,060
£554,756
£561,758
£507,418
£450,220
£436,141
£403,352
£388,735
£377,337
£398,367
£432,577
£402,501
£408,275
Over £10 Million of Mobile
Payments!
May-14
Apr-14
Mar-14
Feb-14
Jan-14
Dec-13
Nov-13
Oct-13
Sep-13
Aug-13
Jul-13
Jun-13
£341,924
£308,177
£240,090
£186,403
£228,855
£186,381
£173,988
£178,879
£151,872
£131,607
£200,000
May-13
Apr-13
Mar-13
Feb-13
Jan-13
Dec-12
Nov-12
Oct-12
Sep-12
Aug-12
£121,016
£105,137
£100,000
Jul-12
Jun-12
£90,844
£21,037
Apr-12
May-12
£8,008
£400,000
Mar-12
£500,000
Feb-12 £6,135
£600,000
Jan-12 £5,996
£300,000
Dec-11£3,698
Nov-11£2,891
Oct-11 £3,384
Sep-11 £204
Kiosk and Mobile Payments
£700,000
£12,000,000
Mobile payments
surge in May 2012 as
visitor parking permits
go primarily on-line
then continue to rise
as mobile Internet
takes off.
Over £500,000
Per month!
£10,000,000
£8,000,000
£6,000,000
£4,000,000
£2,000,000
£-
My Newham Citizen Account
Simple registration process by email
Incremental security by transaction
Slide 9
My Newham Citizen Account
Full Statement.
Council Tax
Slide 10
London Borough of Newham
Master Data Management
Finding customers quickly…
• Newham’s Issues:
• Diverse demographics: Over 200 languages spoken
• Time pressures: Queues at Local Service Centre receptions
• Time Pressures: Call queues at the Contact Centre
• Newham’s Requirements:
• Quickly find customers using any of the following:
• Any part of any name in any order
• Postcode
• House number and street name or part thereof
• DoB
• Any reference number including:
• Benefits
• Council Tax
• CRM Enquiry No.
• Housing Rent
• etc…
Slide 12
Aleksandravicience
Kulasingatharmarasu
Anantharajalingham
Kulathilagarajkumar
Ananthasadachcharam
Mahakrishanamoorthy
Ananthasadadcharam
Mheezzaahhnnhoohrurk
Andreainjatovoniaina
Mougamadousagabadine
Andrianajavatovoniaina
Navaneethankrishnan
Andrianjatovoniaina
Pateljankisamirbhai
Andrianjatovoniana
Pathirannahalagedona
Antrianjatovoniaina
Perincherriparambil
Arranikkalvelayudhau
Poothiruppgallyasagan
Arungirishanmugham
Prabhakaranputhenparambil
Arunthavasivakumar
Rabaribhavnabahentaljabhai
Avenkatasubranaian
Randriamahozomanana
Ayalurvaidyanathan
Rattanareangdethkul
Baburajendraprasad
Sammanthasarnalayam
Balakrishnapillaileelabaiamma
Saraganapauatheswaran
Balamuralaikrishna
Saraganapavatheswara
Balashanmugarajnam
Saraganapavatheswaran
Balashanmugaratnam
Saraganapavatheswaren
Balasundaragurukkal
Saravanapavananthasi
Balasupurramanlfom
Saravanapavananthasivam
Banitabajeshvaghani
Saravanapavanathasivam
Buvanasundararajah
Satcithananthampillam
Buvanenthiralingam
Sithiravelauthapillai
Chandransekharuppa
Subbaiahthevarpalani
Changarampallkkunjappan
Subbaiahthevarpalanichamy
Chittilappillykunnath
Subramaniyakurukkal
Duraisamythiyagarajan
Thangaveluaranachalam
Ganamukkalamunirajul
Thevamirthasundaram
Gopalakrishnapillai
Thirugnanasampantham
Hushainahamedudayar
Thirugnanasampanthamoorthy
Kanthiileperumaarachchige
Thirugnanasampanthamorthy
Kapugamabathgiamage
Thirugnanasampanthan
Kirusnakulenthriran
Thirugnanasampanther
Kochuputhenpurackal
Thirugnanasumpanthan
Kothacherujanakiram
Udagahapattumudalige
Kozhakkattuthottathi
Venkatanarasimhaiah
Kozhakkattuthottathil
Venkatasubramaniyan
Kozhikkudathnakulan
Vickneshvaramoorthy
Kulasingatharmarasa
Go-Live
Benefits
(Northgate)
Go-Live
CTax
(Northgate)
Go-Live
Housing
(Northgate)
Go-Live
Electoral
Roll
(Strand)
June 2011
March 2012
April 2012
Social
Care Adult
(CareFirst)
Libraries
Social
Care Child
(CareFirst)
July 2012
Child View
Child
(Imuplse+)
July 2012
Benefits
Child
(Northgate)
People-Data Feeds - > 1.3 Million Records
Master Data and Data Quality
People
(MVue)
Properties
(LLPG)
Dynamics
• People-Matching in MultiVue
• More feeds into MultiVue
• Live Transactions in Dynamics
• 230-plus transactions
• People and Property-based
• Single Source of Data
People Data
Legend:
Reports
(SSRS)
Slide 13
Transaction Data
Master Data
Search Screen
Name, email, tel
DoB
Street, Postcode…
Slide 14
CTax, Bens, Rent, ENQ, …
Finding customers quickly…
Select customer
All associated
addresses from
LLPG via MVue
Slide 15
All references
from MVue data
feeds, and
enquiries from
CRM
Select a Service
to proceed with
the enquiry…
Data Quality – Duplicate Reduction
Duplicate Creation
Customers added by staff
Customers not found in system feeds
Should have been found in search
169,327
28,571
427
The search screen makes it easy to
find customers, using any part of their
names, addresses, DoB, and or
reference numbers.
LoB data-feeds provide customer
details for 85% of those contacting us
Slide 16
16.9%
0.3%
Duplicate creation
has been reduced by
100-fold
Now only 0.3%!
London Borough of Newham
Customer Access Programme and Joint Working
>£12M Revenue savings to-date
>40% CRM enquiries via My Newham self-service
…lots more to do
Aggressive channel-shift
Reduce failure demand
London Borough of Newham
Customer Access Programme and Joint Working
Thank You