Breakout 1 digital public services - simon pollock
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Simon Pollock is the Head of Customer Service at Surrey County Council. The document discusses Surrey's channel shift strategy to move customer contacts online. It notes that channel shift is about designing effective channels that are appropriate for the type of contact and customer, not just moving contacts online. There are three speeds of channel shift: turning internal systems outward, hopping between channels, and using the public website more. Channel shift has led to fewer phone calls and contacts at Surrey County Council while increasing website visitors and total contacts, reducing the cost per contact by over 25% since 2007.
Breakout 1 digital public services - simon pollock
- 1. Simon Pollock Head of Customer Services Surrey County Council
- 2. Simon Pollock Head of Customer Service Surrey County Council
- 3. Authors Sarah Fogden, Cabinet Office Bob Kamall, Cabinet Office Carolyn Cho, Cabinet Office Stephen Dodson, DC10plus Marin Herbert, Student Loans Company Simon Pollock, Surrey County Council
- 6. “…..channel shift DOES NOT mean simply moving an organisation’s customer contact online….
- 8. The internet is not always the best channel
- 9. “…..deliberate channel shift is the design and marketing of effective and efficient channels because they are the most appropriate channel for the type of contact, customer and organisation….”
- 10. Three Speeds of Channel Shift
- 11. Channel Hopping
- 13. 1. Who’s in Charge?
- 14. 1. Who’s in Charge?
- 15. Customer Services Contact Web Centre Team CSI Team
- 17. 3. Why Use the Public Website? 17
- 18. The Top 3
- 19. The Top 3
- 20. Turn Of Your Internal Systems Less internet users shifting to other channels Less calls Better 24 hour offering More citizen empowerment Less or no Contact Centre licences Less Contact Centre training Ability for partners to take your calls Easy to upscale operation with untrained staff The beginnings of a “unified public sector” ??
- 22. 100,000 150,000 200,000 250,000 300,000 350,000 400,000 Jan-06 Mar-06 May-06 Jul-06 Sep-06 Nov-06 Jan-07 Mar-07 May-07 Jul-07 Sep-07 Nov-07 Jan-08 Website Visitors Mar-08 Channel Shift at Surrey May-08 Jul-08 Sep-08 Nov-08 Jan-09 Mar-09 May-09 Jul-09 Sep-09
- 23. Channel Shift at Surrey Phone Calls 60,000 50,000 40,000 30,000 2007 20,000 2008 2009 10,000 - Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
- 24. Falling Cost Per Contact Calls Web Emails Total Contacts Increase YOY 2007/08 590,238 3,342,611 43,429 3,976,278 2008/09 540,677 4,871,192 47,298 5,459,167 37.3% 2009/10 490,537 5,890,088 54,783 6,435,408 17.9% 61.8% Budget Cost per Contact Reduction YOY 2007/08 £ 3,135,348 £ 0.79 2008/09 £ 3,355,020 £ 0.61 -22.1% 2009/10 £ 3,631,438 £ 0.56 -8.2% 15.8% -28.4% ****Update**** Cost per contact for October 2011 has dropped below 40p
- 25. Simon Pollock Head of Customer Service Surrey County Council