Hull Connect

Delivering Quality Customer Service

26th June 2003

Graham France

Head Of Service Re-engineering and Development

Kingston Upon …….Where?

Customer Contact

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200 face to face points of contact250 telephone numbers

The History - View From the Staff ?

The History - Data Communications ?

The History - View From the Customer?

Trends in Government Traditional Government access is similar to

the banking industry of twenty years ago •Long queues and complicated processes

•Overwhelming bureaucracy

•Required time away from work to be serviced

•Paper intensive process

Banks, realizing their shortfalls, used technology to improve customer interaction • ATM’s replaced tellers and online and

telephoneaccess to your money is provided, 24 hours per day

• Introduction of technology allowed for the reengineering of back-office functionality

Dig

ital

Div

ide

Contact Center

Constituents Interactions

Low

Expense

Frequency

High

High

Web

email

Customer Contact(Customer Centred)

Content ManagementWorkflow CRM Spatial Referencing

Internet

WWW

ITV BackOffice

ServiceCentre

MobileCall Centre

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Hull Connect is ….

• The project within which the City Council is delivering its multi channel customer service strategy:

• Call Centre

• Customer Service Centres

• Interactive Television

• E-Business Suite

• Improved access to services

• Channel of Choice / One stop approach

• High quality of call handling and ownership

• Accurate data on service demand and performance – refocus business

• Customer Satisfaction / reduced complaints

• Faster and more cost effective

• Frees up admin / professional staff

• Government targets

Why Call Centre - Business Case?

Hull Connect Phases • August 2000 - Pilot of Cleansing Services

• August 2001 - Formal Launch + Street Services

• April 2002 - All Services – Wide and Thin

• September 2002 - Housing Repairs

• October 2002 - 24 x 7 pilot

• January 2003 – Extended Hours

• Phased implementation

• Partnership

Call Types

1. Full Satisfaction of request

2. Obtain all Information to deliver service

3. Obtain Base Information – further action needed

4. Transfer Call

Levels Of Sophistication

• Wide and Thin service

• Integrated service (GIS)

Case Scenario

Call Centre Solution for Well Driven

“Wide and Thin”

Oracle CRM

At the time of the call all details are captured and the record saved.

Back Office Notification

The moment that the Call Centre save the request, an email is

triggered automatically to the back office.

(Click here to submit feedback)

Reporting

An online report allows any manager to view the history of

requests relating to Well Driven. Each record links to the full

details.

Feedback

For each record there is a feedback form. This form is also available directly from the initial

email.

Feedback to Call Centre

Any feedback notes submitted to the Call Centre are immediately visible to any agent viewing that

address again.

Feedback to Staff

Managers can now view amended details regarding any requests that have received feedback.

Case Scenario

Bulky item pickup

(‘CRM Front & Back Office’)

Case Scenario

Faulty street lamp service request

(Integration to a ‘back-office’ system)

Performance Measures - Call Centre

Average Week – 12 months

• Calls received - 16,000

• Calls answered - 95%

• Within 15 seconds - 80%

• Calls logged - 99.7%

On-Line Reports

• A suite of online reporting has been developed.• Reports allow analysis by week, day and hour etc.• Reports can also be broken down by department, geographic area, and call centre agent etc.• Charts are linked together for ease of use

Information gathered can be displayed spatially to identify problem areas.

What have we learned?

• Needs continued commitment from the top

• People and Knowledge must be freed

• Needs a baseline / clear objectives

• Must identify and challenge all formal and informal systems and silos

• Professional Silos?

• Don’t underestimate the saboteurs

• Start collecting data now

• This is a massive change

Turf/Politics

Process

TechnologyTechnology

Easy

Hard Hierarchy of Challenges

Unique Government Challenges

• Organizational

• Pre-information age organizational models

• Multiple jurisdictions

• Turf battles

• Legislative Fiefdoms

• Processes

• Human Resources

• Procurement Process

• Funding Process

• Technology

• Standards

• Data integration

• Legacy maintenance

• Privacy/Security

The Next Phases

• Identify priority services areas to integrate

• Improve effectiveness

• Upgrade CRM – (e-business suite)

• Appointments

• Establish customer service centre programme

• Interactive television

Customer Satisfaction

• Surveys are carried out monthly

• Results used to assess quality of service delivery

• Telephony

• Back office

• Involving the residents to improve services

Customer Satisfaction Survey (Implemented Services)

161 customers contacted at random

Did you ring 300300 directly? Yes - 150 No - 11Advisor helpful? Yes - 160 No - 1Satisfied with Call Centre? Yes - 157 No - 4Job Completed when promised? Yes - 115 No - 46Satisfied with outcome? Yes - 130 No - 31

Quotes from our customers • “lady said I was the best and most polite council worker she had ever spoken

to”

• “Thought I was very polite and how efficiently the system worked, nice to speak to a human being and not a machine”

• “Caller rang to get in touch with Housing Benefits and said that the new system is much better than waiting 45mins on the phone”

• “Everybody has been friendly, her problems have been sorted out without having to ring lots of numbers. She gave lots of praise to Hull Connect!”

• “Would like to say what an efficient and pleasant service we give, she rang for 3 different t things and got them all dealt with”

• “Caller rang regards free school meals very impressed with the depth of info given and that we could sort out her query”

• “you were so friendly and efficient its made my day, thank you”

Customer First

Today - View from the customer ?

The National CRM Programme

The National CRM Project

• Consortium of leading CRM Local Authorities – Tower Hamlets, Brent, Hull, Knowsley, Newham

• “To bring clarity and definition to the role of CRM in local government”

• Producing a Toolkit for deployment of CRM– Scan and Academy– Business Case and Specifications– Suppliers, Systems and Support– Integration, Adaptors and Standards

• Completion March 2004www.crmnp.net