Embed Size (px)
Citation preview
Technology, customer delivery & organisational changeRob Neil, Head of Business Change & TechnologyJulie Rogers, Strategic Customer Services ManagerAshford Borough Council
• Geographically largest borough in Kent
• Growth Area• Pop. 115,000 (at the moment)• Demographically diverse• Historically challenging budget
constraints• Improved customer service a key
corporate driver
Setting the scene…
Customer Driven Transformation
Customer Journey
OrganisationJourney
SystemsJourney
Modernising the customer experience
• Understanding customer contact– Transactional vs relationship enquiries
• Access Strategy– Ensure consistent service delivery– Match delivery mechanisms to customer base
• Integration– Make information available over all required
channels
Modernising the customer experience
Customer Contact Centre
Multi-channel call centre
CRM
Re-engineering the organisation
Multi-agency service delivery
Understanding our customer base better
Channel shift
Modernising the customer experience
• The Gateway Concept– Partnership based service delivery– Focus firmly on convenience and ease of access– Borough & County Councils, Skills Plus, local
healthcare agencies and voluntary organisations – Housing “Trailblazer”– Adult education packages and
free internet access• Other partners
– Libraries– Post Office
Investment in customer services: why?
• Improving the customer experience– How do new processes and services affect the end
customer experience– Customer experience – “the degree to which
customers felt that interactions met their needs”• Boosting productivity of customer-facing workers• Need to reengineer customer facing services
Investment in customer services: why?
• Exploiting customer analytics– Understand customer behaviour better– Make insightful customer facing decisions– More robust customer data integration &
management– Key to unlocking value in customer services
investment
Investments in functionality
% of new licence revenue
Forrester, 2006
The technology landscape
• Mitel 3300 ICP & vMCD• Mitel Contact Centre Enterprise Edition call centre
platform• Voice recognition and virtual agents• Teleworker• IVR• Call recording• DPNSS to legacy voice switch
Voice services expand…
Fitting it together
Unified comms
Call Centre Control
Mobilitysolutions
VMware vSphere 4
MCD*
VoIP G/W3300 ICP etc..
IP / SIPNGN Services
E1, P
RI, Q.SI
G
Q.931,
BRI,
ISDN30
MCD*
ICT & Customer ServicesAshford Borough Council
Civic CentreTannery Lane
AshfordTN23 1PL
(01233) 331111
www.ashford.gov.uk
• Schools• Emergency Services• District & Boroughs• Kent Connects• Kent County Council• Universities & Colleges• Libraries & Museums
Business Benefits
• Flexible call handling• Promote self-help rather than assisted – phone and online• Reduced transaction times
– Screen-popping applications with caller details
• Deploy technology in innovative ways – better RoI• Reduced infrastructure costs• Efficiency savings of £265,000 pa
– Against overall budget of £543,000– Technology investment of £200,000
over 3 years
Tech at the heartof the business
