DELIVERING ONLINE CUSTOMER SERVICESJayne Hilditch

January 2015 update

IN THIS SLIDE DECK…

▸Different approaches to online services

▸What we’ve taken online

▸Asking v observing behaviours

▸Data: what the analytics tell us

DIFFERENT APPROACHES TO ONLINE SERVICES

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DIFFERENT APPROACHES TO ONLINE SERVICES:

The only way

DIFFERENT APPROACHES TO ONLINE SERVICES:

The only way

A choice of ways

DIFFERENT APPROACHES TO ONLINE SERVICES:

The only way

A choice of ways

The preferred way

“make it so good, people who can, choose to use it”

“make it so good, people who can, choose to use it”

ONLINE SERVICES:

▸Customers have asked for it.

▸Offers a 24/7 channel to customers

▸Reduce the cost to serve

▸ 2009 Audit Commission/PWC report on 19 Local Authorities transaction costs

- Post £12.10

- Face to Face £10.53

- Phone £3.39

- Online £0.08

▸ A PhD thesis could be written (and probably has).

▸ Lots of exchanging ignorances : its not been done at scale in housing yet.

▸ We’re measuring as we roll-out, so we can start to answer those questions

WHAT WE’VE TAKEN ONLINE…

PICTURE OF BREAD AND BUTTER

BREAD & BUTTER… (FOR THE CUSTOMER)

▸Accounts: Rent & service charge statements Parking / garage and sundry charges HB statement Make a payment using our own payment gateway

▸Repairs: Request a repair – integrates with back-office workflow View repairs reported & completed Visibility over common parts Upload a photo of the problem Feedback on the contractors performance Book a repair appointment slot

▸Contact info specific to that customer

OLD WORLD

… website was a PR/Marketing thing… mobile not considered

NEW WORLD

… digital services… mobile is king

BREAD & BUTTER… (FOR THE ORGANISATION)

▸Scale-able web hosting

▸Real time data

▸Top notch security & identity verification

▸Analytics in real time

▸Admin suite

▸Test/Demo environments with fakify data

ASKING & OBSERVING (ABOUT THE ONLINE SERVICE)

“ Oh Sorry. I got it wrong. I’m a bit rubbish at computers ”

ASKING & OBSERVING (ABOUT THE HOUSING SERVICE ITSELF)

TAKING EVERYTHING INTO ACCOUNT, ARE YOU…

BITE SIZE: PER TRANSACTION

BITE SIZE: PER TRANSACTION

DATA: WHAT DO THE ANALYTICS TELL US

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PUNCH LINES FOR ONLINE SERVICES:

▸Design in bite-size feedback

▸Don’t rely on asking. Observe.

▸Analytics data reveals what people actually do

▸Beware of assumptions

AND A FINAL THOUGHT…

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A FINAL THOUGHT.

“When we’re making decisions….

…If there’s data, lets use it. If there’s only opinions, lets use mine”