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Briefing Presentation
Customer Contacts and Tracking
Corporate Services
Customer Contact and Tracking – Closing the Loop
Contact CentreContact Centre
Local OfficeLocal Office
Briefing Presentation
Customer Contacts and Tracking
Corporate Services
Tier 2Desktop Assessment
Schedule serviceMake appointmentSimple problems
Tier 3 Specialist
Assessment Complex problems
Tier 1Information – Signpost
Basic assessment / triage
ManagementInformation
Service Delivery
First time resolution
Online
Phone
Face to faceCustomer Management
Tier Model
Incr
easi
ng c
ost
of T
rans
actio
n
££
Pence
Trackable
Briefing Presentation
Customer Contacts and Tracking
Corporate Services
What we’re aiming for
National SystemsNational Systems
Uniform (EPPS)
Uniform (EPPS) Confirm.Confirm.HiLightHiLightGenero
(HMIS)Genero (HMIS)
SATURN SWISS
SATURN SWISS
Council Tax
Payments
Council Tax
Payments
PlanningOthers…PlanningOthers…
Progress trackable from end to end
Customer Management
System (CMS/Lagan)
Customer Management
System (CMS/Lagan)Contact
CentreContact Centre
Back Office Service Delivery Systems
Back Office Service Delivery Systems
(Delivery) Mobile
Working Solutions
(Delivery) Mobile
Working Solutions
CUSTOMERS
Contact channel
Online / Web
Online / Web
Local OfficeLocal Office
Briefing Presentation
Customer Contacts and Tracking
Corporate Services
Bridging the gap – Improvement projects
• Confirmation emails or SMS from CMS (Details, Ref. No. etc.)
next few weeks
• Confirmation emails or SMS from CMS (Details, Ref. No. etc.)
next few weeks
@
• Integrate cases raised on fifedirect straight in to CMS• fifedirect Customer account to allow customers to track
their own transactions online. 3-6 months time
• Integrate cases raised on fifedirect straight in to CMS• fifedirect Customer account to allow customers to track
their own transactions online. 3-6 months time
• Housing repairs by appointment - integration from the CMS to Genero and the Mobile working solution
next 3 months
• Housing repairs by appointment - integration from the CMS to Genero and the Mobile working solution
next 3 months
• Develop interfaces with other systems, increasing ability to monitor the status of cases
ongoing, next 12 months
• Develop interfaces with other systems, increasing ability to monitor the status of cases
ongoing, next 12 months
• Mapping functionality for issue/case identification, reporting and status checking (Streetlight example)
now - ongoing
• Mapping functionality for issue/case identification, reporting and status checking (Streetlight example)
now - ongoing
Briefing Presentation
Customer Contacts and Tracking
Corporate Services
Pothole feedback challengeStatus•Legacy transport system (CONFIRM) provided limited opportunity for automated responses. Expense and complexity to integrate with dependant systems would not create value for customer and council at this time.
Actions•We have a link to the customer and the job so introduce manual feedback loop to customer when job has been investigated.– Live 16 June 2014
•Prompt action to replace existing system and plan to introduce full feedback loop as part of procuring and implementing product .– Currently underway
Briefing Presentation
Customer Contacts and Tracking
Corporate Services
Customer Reports
3,0003,000
fifedirectForm
Local Office
Check on Map on fifedirect
Raise in Customer
Management System (Lagan)
Raise in CONFIRM Highwayss
ystem
Basic acknowledgement
Not Fife Council, refer on
Phone
Acknowledgement with details (see above)
Is Fife Council, will be inspected
with in X days
Updated/Complete
in CONFIRM Highwayss
ystem
Updated in Lagan
Email customer with outcome of
inspection
View known faults & status on fifedirect
Map
Member of staff raises
job through
total mobile
Raised in CONFIR
M Highways
system
Not Fife Council, refer on
Inspection Reports
Raised in Lagan
Assessed
Updated/Complete in CONFIRM
Highwayssystem
Updated in Lagan
View all known faults & status on
fifedirect Map
Updated on fifedirect Map
Is Fife Council, will be dealt with
in X days
2700027000
Briefing Presentation
Customer Contacts and Tracking
Corporate Services
Briefing Presentation
Customer Contacts and Tracking
Corporate Services
Lagan / CMS
GENERO (Housing)
Repair Finder
Appointment scheduling
Building Service
Mobile device
AMIS
NDL Screen Capture
• Housing repairs by appointment - integration from the CMS to Genero and the Mobile working solution
• Housing repairs by appointment - integration from the CMS to Genero and the Mobile working solution
Briefing Presentation
Customer Contacts and Tracking
Corporate Services
Progress trackable from end to end
Customer Management
System (CMS/Lagan)
Customer Management
System (CMS/Lagan)Contact
CentreContact Centre
Back Office Service Delivery Systems
Back Office Service Delivery Systems
(Delivery) Mobile
Working Solutions
(Delivery) Mobile
Working Solutions
CUSTOMERS
Contact channel
Online / Web
Online / Web
Local OfficeLocal Office
