Real-time first point of contact resolution

Real-time first point of contact
resolution
Jonathan Milbourn
Head of Customer Services
London Borough of Harrow
Context: Growing Expectations vs.
Reductions in Funding
Rising Expectations of
Services & Cost
Pressures
Increase
Customer
Satisfaction
Reduce Costs
Worsening
Funding
Environment
Customer Services Strategy
Increase customer satisfaction
●
●
●
●
One stop service - where appropriate
Focus on resolution at the first point of contact
Complete visibility of the end to end process
Understand our customers and respond to their needs
Reduce Costs
● Make self service available for as many services as
possible
● Eliminate avoidable contacts
● Make each contact as efficient as possible
This is what we have built…
Channels
Access Harrow
Online
Services
CCPH
Cisco IP Telephony
SAP CRM
Phone
Civica Workflow & Document Management
Line of Business Applications
Walk-in
Mail
(Paper)
email
CCPH
Citizen
Matching
CCPH
Automated
Agent
VoiceSage
Automated
Voice
System
Seebeyond
Middleware
Strategy – Technical Principles
● All contact information, from all channels, goes into the SAP
CRM system and creates a record
● ERDMS used to create work items linked to CRM ticket
● Information from all systems goes into Business Warehouse to
create end to end visibility of contact and accessible MI
● Multiple entry of data to be eliminated
● Standard entry processes to be enforced
● Automated processing of web forms where possible
So what does this mean in real life…………...
So what does this mean in real life……………
Previous Rubbish Bin Process
Front Office
Back Office
Agents
Service
Automation
Worksheet
Admin
Ticket
Customer
Agents
Ring Back
Validation
against Crew
Report
Crew Report
Bin Crew 2
FAX
Bin Crew 1
Previous Bin Query Process
New Bin Query Process
Front Office
Back Office
Ticket
Worksheet
CRM
MVM
Admin
Customer
CSAs
or web
site
Real-time collection
information & fleet
position
Mobile Device +
Fleet Tracking
Bin Crews
New Bin Query Process
New Bin Query Process
Automatic Notifications via the In-Cab Device
Assisted Collection
2 Residual bins
The Business Case
● Capital borrowed to finance project with savings from fuel,
staff and vehicles
● Other benefits include customer satisfaction, morale,
professionalism
● Technological change was straightforward, culture change
more challenging
● Used service area staff to design screens and set up
● Trained the drivers in their office (their lorry) not ours with
Powerpoint
● Unions concerns over privacy and ‘Big Brother’ control
● Staged roll-out to minimise impact on the operation
● Rolled out in the teeth of the ice storms!
● Moving now on to other similar initiatives whilst the mood is
right for change – e.g. streets, graffiti, fly-tipping.
Housing Benefits – example process
improvement
6 separate
logins
Improved
Process
3 separate
system
searches
1
2
Single sign
on to access
systems
3
automated
searches
3
Double
keying
&
system
updates
Manual
hand off to
service
area
4
5
Automatic
system
updates
Automatic
hand off
(Civica)
Status
update only
available
from
service
area
6
Status
available
online
(Civica)
Avoidable Contact
● 22% of Housing Benefit contacts relate to benefit notification
letters – so we’ve rewritten the letters and manipulated the data
so they make sense
● 64% of housing benefit contacts relate to return visits in relation
to a new claim – so we’re reworking the whole process
● 50% of calls on housing repairs are progress chasing – so we did
a LEAN review across all services involved
● 42% of calls to our parking team are avoidable and many related
to the fact that we send the wrong photograph of the offence – so
we’ve changed the photo and put it all on line
Web Site
● Created new integrated web forms for:
–
–
–
–
–
–
Change of address
Council tax
Housing Benefits
Public Realm
Parking
Housing
● All use CCPH to raise ticket in CRM and update line of
business (LOB) system. CRM ticket closed when form
dealt with.
● Also integrating direct to LOB system where possible
e.g. Single person discounts.
● Moving away from email and encouraging web form
use instead
My Harrow
● Harrow’s online resident information portal
● A set of online interactive maps
● One-stop portal for local information
● Cross selling portal for other council services
● Access to MyHarrow Account and MyHarrow
eNewsletter
Your Property
Separate areas of
information
Is the property in a
controlled parking zone?
Location and contact of
local Police
Sub menus with
more information
How far from
your house do
you want to
search?
Click on a map
pin to get details
Brief details and links to
full planning application
What goes in
what bin
Bin collection
schedule
Council services
around you
Drop down
menu showing
20+ data sets
Brief details and
link to own
webpage
Print and share
link options
All data available
in a list
All NHS data comes
directly from NHS
Information Centre
Did You Know Section:
Cross selling portal for other council
and partnership services, page and
Experian category specific
Future look of MyHarrow
Phase 5
Resident
eNewsletter
Customer Portal
Possible Future
Local Information
System
Working smarter, improving efficiencies
Use of technology
●Cost per Face2Face reduced from £5.61 on
2006 to £4.36 in 2010
●Cost per telephone call reduced from £1.85 in
2006 to £1.68 in 2010
●Cost per web transaction reduced from 26p in
2006 to 13p in 2010
2.5
2
1.5
1
0.5
0
2006/7
2007/8
2008/9
2009/10
Channel Migration
●In 2007 8% face to face, 50% telephone, 42%
web
●In 2008 7% face to face, 41% telephone, 52%
web
1400
1200
1000
800
600
400
●In 2009 6% face to face, 30% telephone, 64% web
200
0
2008
2009
2010
●Overall cost per transaction reduced from £2.23
in 2006 to £0.87 in 2010
Authentication
● We have reached a point where to expand the on line
services we offer, we need to know who we are
communicating with
● The solution is the Citizen Account stating with Revenues
and Benefits but with a programme for expansion across
all services
● Upon registering, a secure PIN is sent to the customer’s
registered address, similar to online banking
● We can now authenticate who we are communicating with
electronically, and can now offer an expanded range of
personalised services
Conclusion

The importance of resolution in Customer
Service

Integration and self service key to
reducing costs whilst increasing customer
satisfaction