Transcript Document

Public Sector Customer Service Forum
21st February 2013
Web Transformation
Ceri Evans
Service Development Manager
Rhondda-Cynon-Taff
Website Provision
A
Tactical
Switch?
A Tactical Switch?
Baseline Position
What was our
‘Baseline’
Position ?
• PETE TO GET IMAGE
The ‘Old’ Site
A ‘Key’ Improvement Drive. . .
Web on the Move…
• Website Demand increased by 98%
(Compared to 08/09 baseline)
• Customer Satisfaction now up to 86% (all time high!)
• Website Availability 99.7% (including planned downtime)
• Welsh Language Provision 80% (Baseline 7%)
• Accessibility – 2nd Wales, 12th UK (Sitemorse Ranking)
• Silo Sites reduced from 37 to less than 10 (incl. partners)
• SOCITM Better Connected 2012 Top 3 in Wales, Top 25 UK Website
CHANNEL SHIFT . . .
CHANNEL SHIFT . . .
Bulky Waste Collections
First full Year of Web
This Year…
Channel Share: Bulky Collections
Channel Share: Bulky Collections
(2009-10)
(2012-13 forecast)
Tel
91%
Tel
75%
F2F
2%
Web
7%
Percentage
2009-10
F2F
2%
Web
23%
Change
2012-13
Tel
91%
75%
-16%
F2F
2%
2%
0%
Web
7%
23%
+16%
• 23% Web from Nil Base
• 7,300 requests now On-Line
as opposed to taking a call.
• Call Volumes reduced by 53%
CHANNEL SHIFT . . .
Streetcare & Waste
First full Year of Web
This Year…
Channel Share: Streetcare and Waste
Channel Share: Streetcare and Waste
(2012-13 forecast)
(2009-10)
Tel
63%
Tel
84%
Web
9%
Percentage
2009-10
F2F
14%
F2F
7%
Web
23%
Change
2012-13
• 23% Web from Nil Base
Tel
83%
63%
-20%
F2F
7%
14%
+7%
• 16,900 requests now On-Line
as opposed to taking a call.
Web
9%
23%
+14%
• Call Volumes reduced by 35%
CHANNEL SHIFT . . .
e-Payments
Early Years…
This Year…
Channel Share: Payments
Channel Share: Payments
(2009-10)
(2012-13 forecast)
F2F
54%
F2F
10%
Touchtone
19%
Kiosk
26%
Touchtone
18%
Tel
16%
Kiosk
2%
Web
10%
Percentage
Web
31%
Change
2009-10
2012-13
Tel
16%
14%
-2%
F2F
54%
10%
-44%
Web
10%
31%
+21%
Touchtone
18%
19%
+1%
2%
26%
+24%
Kiosk
Tel
14%
• 76% Payments Self Service
• 78,746 SelfServe transactions
opposed to taking a call or a visit
.
• Think wider than just web !
10 Tips to Encourage Channel Shift . . .
1.
Use of consistent shorter URL - www.rctcbc.gov.uk/payments
2.
Use of Promotional Images, Home, Landing, Service Pages,
Transactional Navigation.
3.
Exploiting the use of Contact Centre Queue and Out of Hours Call
Messaging
4.
Pro-active “sign-posting” to the Web via Face-to-Face and
Telephone Advisors.
5.
Animated Video Feeds on Plasma / LCD Screens at One-StopShops.
6.
Use of Public Access Kiosks (20 across RCT)
7.
News Articles in “FREE” Council Newspaper “Outlook”
8.
Pro-active Press Releases to the local media / Social Media Links.
9.
Using key customer insight information, to pro-actively highlight
services based on trends (e.g. Seasonal)
10. Pushing Transactional Services through the Search Engine…
“Recommended Results” or “Suggestive Search”
For further information, please contact . . .
Ceri Evans
Service Development
Manager
Tel: (01443) 444403
email: [email protected]