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July 2018
Tim Burnett, Director for Local Government Connect Assist Ltd
Optimizing processes: the business case
www.ConnectAssist.co.uk
Customer service and operational service
2
Success through balance
Customer experience
Operational efficiency
Budget targets
Streamlined automated processes, greater emphasis on data accuracy.
Back office must buy-in to greater automation- and so must the customer
Operational efficiency
Social and political imperatives
Reputation
Budget constraints
Increasing customer expectations
Customer service
www.ConnectAssist.co.uk
Agenda
3
• Optimizing complex processes • Customer service and efficiency? • Quantifying the benefits
www.ConnectAssist.co.uk
Optimising processes
4
Improved customer service and efficiency
Information on demand
A clear expectation on response
and proactive updates
Reduction of duplicates
Before request
Customer’s experience of the process
Volume of initial contacts
Volume of fulfilment requests
Proactive relevant
information
After initial request
www.ConnectAssist.co.uk
Information on demand
5
Relevant information at the point of need
Map (abc) Demo of facebook Missed collection?
www.ConnectAssist.co.uk
Optimising processes
6
Improved customer service and efficiency
Information on demand
A clear expectation on response
and proactive updates
Reduction of duplicates
Before request
Customer’s experience of the process
Volume of initial contacts
Volume of fulfilment requests
Proactive relevant
information
After initial request
20 %
www.ConnectAssist.co.uk
Innovation – Internet of Things
www.ConnectAssist.co.uk
Information on demand (2)
8
www.ConnectAssist.co.uk
Optimizing complex processes
9
Customer service and efficient fulfilment
Information on demand
A clear expectation on response
and proactive updates
Reduction of duplicates
Before request
Customer’s experience of the process
Volume of initial contacts
Volume of fulfilment requests
Proactive relevant
information
After initial request
15 %
www.ConnectAssist.co.uk
Setting clear expectations
10
If no expectation is set, customers will phone back
www.ConnectAssist.co.uk
Proactive updates through the process
11
Start Login/Register Applicant Home
Create New Application
Pay Payment Confirm
Application Complete
Applicant
“Application received”
Bryan
Licensing
“Application received”
AIM
Licence Required
Licence granted
Reminder email
Applicant
“Proofs received”
Applicant
“Inspection complete”
Applicant
“Licence granted”
www.ConnectAssist.co.uk
Optimizing complex processes
12
Customer service and efficient fulfilment
Information on demand
A clear expectation on response
and proactive updates
Reduction of duplicates
Before request
Customer’s experience of the process
Volume of initial contacts
Volume of fulfilment requests
Proactive relevant
information
After initial request
15 %
www.ConnectAssist.co.uk
Reducing duplicates
13
Customers can get updates without reporting a fault
Pavement defect raised on 23/04/2018. Click to get your own updates
Road surfacing works planned for 04/05/2018-10/06/2018 Click for more information
Cleansing incident reported 20/4/18. Target resolution 27/4/18.
Streetlight number 346/a Oldham Close Lamp out will be resolved 25/5/18
www.ConnectAssist.co.uk 14
Information on demand
A clear expectation on response
and proactive updates
Reduction of duplicates
Before request
Customer’s experience of the process
Volume of initial contacts
Volume of fulfilment requests
Proactive relevant
information
After initial request
8 %
www.ConnectAssist.co.uk
Citizen experience requires end-to-end processes
Revs & Bens
Children &
Adult Services
Waste
Highways
Environmental
health
GIS Content Booking Pay LLPG
www.ConnectAssist.co.uk
Optimizing complex processes
16
Customer service and efficient fulfilment
Information on demand
A clear expectation on response
Reduction of duplicates
Before contact
Customer’s experience of the process
Volume of initial contacts
Volume of fulfilment requests
Proactive relevant
information
After initial contact
20 %
15 %
8 %
43% reduction
www.ConnectAssist.co.uk
Putting it into practice
17
Total benefit can be summarized for management
Transaction ID Transaction Name Service Area Source Status Notes Phone Email SMS/Text F2F Online Post Twitter Facebook Other Social Media Totals Public Objections Printed Media Peak Times
0.0001 REPORT IT – LITTER Environmental2. Volumes by channel known 1107 14 0 16 6483 1 3 3 0 7627
0.0002 REPORT IT - ROAD DEFECT Environmental2. Volumes by channel known 2075 900 0 10 10304 2 5 1 0 13297
0.0003 REPORT IT – BLOCKED OR CHOKED GULLIES Environmental2. Volumes by channel known 735 76 0 1 2386 0 4 1 0 3203
0.0004 REPORT IT – DARK STREET LIGHT Environmental2. Volumes by channel known 3011 176 0 20 14138 0 0 0 0 17345
0.0005 REPORT IT – GRAFFITI Environmental2. Volumes by channel known 109 14 0 1 679 0 2 0 0 805
0.0006 REPORT IT - DOG MESS Environmental2. Volumes by channel known 440 6 0 4 1938 0 2 0 0 2390
0.0007 REPORT IT – POTHOLE Environmental2. Volumes by channel known 0
0.0008 REPORT IT – GRITTING REQ’D. Environmental2. Volumes by channel known 0
0.0009 REPORT IT – GRIT BIN REQUIRES FILLING. Environmental2. Volumes by channel known 49 3 0 0 278 0 2 0 0 332
0.0010 REPORT IT – OVERHANGING FOLIAGE. Environmental2. Volumes by channel known 213 45 0 1 777 0 0 0 0 1036
0.0011 REPORT IT - MISSED BINS Environmental2. Volumes by channel known 0
0.0012 REPORT IT – NEW GRIT BIN Environmental2. Volumes by channel known 0 0 0 0 69 0 0 0 0 69
0.0013 BIN COLLECTION DATES Environmental 5. Obsolete 0
Channels & VolumetricsTransactions
Service Area Overall volume Current cost to serve (£) Potential reduction Revised cost to serve (£) Waste management 100195 108661 0.29 77150 Roads 15108 16098 0.46 8693 Lighting 17345 17198 0.46 9287 Environmental health 15462 15810 0.42 9170 Revenues 15568 38173 0.30 26721 Parking 6708 3783 0.51 1854 Totals 199723 132874
July 2018
Tim Burnett, Director for Local Government, Connect Assist Ltd
Optimizing processes: the business case
www.ConnectAssist.co.uk
Rapid channel shift in practice
Service cloud implementation
www.ConnectAssist.co.uk
Mediated contacts reduced
-
20,000
40,000
60,000
80,000
100,000
120,000
FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4
2012 2013 2014 2015 2016 2017
Mediated Vs Automated Contacts
Total Mediated Total Automated
Service cloud implementation
www.ConnectAssist.co.uk
Handling complex processes
21
www.ConnectAssist.co.uk
Incident Creation, Tracking Status & Returned to Customer
Invoke Responsive Transaction Web form
1
Citizen Experience Platform
Submit Completed Form Data 2
Create Tracking Event 5
Create Job 3
Retrieve Job Details (ID etc.) 4
Back Office Application
ES
B
Notify Customer with Tracking Details
6
Incident passed to back office with status updates returned to the
customer. E.g. missed bin.
Back Office Job Works
www.ConnectAssist.co.uk
Waste
Due to a blockage in the road your collection may be delayed today. Please do not report a missed collection as your bin will be collected when the vehicle can gain access.
Your bin was not collected because the waste was contaminated. Please remove the contamination and present your bin on your next scheduled collection date.
Four levels of messages reported in context when a property has been selected
The collection vehicle has not passed through your street yet today, your bin has yet to be collected.
Collections have been disrupted across the city today due to the extreme weather conditions. Please do not report a missed collection at this time. City
Route
Street
Property
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