Transcript Slide 1
Multi Channel Customer Contact & Channel Shift Channel Choice and System Integration Bob Miller Argyll and Bute Council Customer Management Project Mgr. Standard Self Service Processing Model WEB AUTO PHONE APP • • • • Customer accesses a variety of self service channels to log a service request Information is logged on council’s CRM and then passed onto services Or it is passed directly to services for action Either way this is the primary zone of opportunity for system & process integration. Roads Social Work Waste etc. Benefits of Integration Efficiency: Accuracy: Consistency: Speed: Training: = No rekeying, copying, pasting Nothing gets lost in translation Same data fields transferred No delays in the process Training burden reduced Customers more likely to use an integrated self service system because it works better. Benefits Are Recognised 92% of authorities see self service as a route to achieving cost savings. 87% recognise that the lack of integration is a barrier to achieving potential benefits of self service. Use of of Integration …and yet the most recent NDL Integration Report tells us that: • 15% of authorities use no integrations between their CRM and back office systems • Another 28% have integrated less than a third of their CRM related processes. Missed Integration Opportunities …75% of authorities report that they re-key self service data received from web eforms; which negates many benefits. Many Self Service Channels Requires Many Approaches To Integration. Council Website and Intranet (Drupal). APIs Web Services Database Lookups File Transfers XML RSL Feeds Universal Integrator Looking Local Digital TV & App. LAN Display Screen Network Netcall Voice Automated Services Facebook and Twitter accounts JANET SMS Text to Mail Requests Customer Customers Council Systems - Lagan C2TW Portal - Lagan Payment Integration - Looking Local App (by Xmas) - Text and Webmails - Capita Web Pay - Netcall 24/7 Pay - Planning - Building Standards - Libraries - Roads & Lighting How Customer Interactions Go Direct To Our Services CRM Council Systems MacFarlane ACD Screenphone Netcall Automation Interface Lync Unified Comms Carefirst- Social Work IDOX- Regulatory Services CRM Northgate Revs & Bens Civica EDMS WDM Roads & Lighting Examples of Current Integrations Council System Council System Active Directory – Netcall Automation Netcall Automation – Pyramid MIS Macfarlane ACD – Netcall Qbuster Lync Comms – Phonex Call Logger Web XML – Looking Local Digi TV Virtual Teamwork Web XML – Netcall Disruption Hotline Civica Cash Receipting – Northgate – Netcall Automated Payments Examples of Current Integrations The Growing Value of Self Service 2012/13 Integration Usage 65,560 Transactions 153,280 Transactions ALL telephone self service transactions rely on system integrations £125,547 gross Savings £199,399 gross savings Circa 85% of web self service transactions use integrations £39,500 Net Savings £117,392 Net Savings 4 more self service integration projects in the short term 2011/12 Don’t Neglect Employee Self Service & Integration Opportunities • • • • Timekeeping Leave Online Payslips (no longer paper) Online Travel & Subsistence Claims • Centralised Council Absence Reporting • Online Update of Employee Details • Online Performance and Development (soon!) NDL Survey Conclusion: “respondents recognise that implementing widespread citizen self service and achieving their aims has to be underpinned by the right technology. It demands a seamless process from front to back – in other words, the key element of successful self-service is costeffective integration, which will reduce or even eliminate wasteful and expensive re-keying of data”.