Update Customer and Digital Programme Simon Higgins AD Customer and Community Serving the people of Cumbria
Presentation w ill cover • Work to date • Planned work in 2019 • Work being scoped • Decision making • Current Savings • Risks • Governance and reporting Serving the people of Cumbria
Serving the people of Cumbria
Council Plan • Consistent, high quality customer • Services designed and informed experience across all services by insight and feedback from our customers • Involve customers in the design of services • Delivered at reduced cost • Encourage customers who can to • Ensure people can access the self-serve information and services they need easily and quickly • Offer high quality digital services • Enable professional resources • Ensure website and other digital are focused on those who need formats are fit for purpose. them the most.
Customer and Digital Programme • Put customers at the heart of everything we do, providing quality services at a reduced cost. • Digitally enabling communities and individuals whilst maximising efficiency in the workplace. • Delivering the Customer Strategy, supported by IT Plan and Workforce Plan
Principles • Single access point – multiple routes • Service centre is the solution • Automated and integrated w ith back office • Clear expectations and service levels • Resolution at first point of contact • Learning – enquiries, complaints, feedback Serving the people of Cumbria
Work completed • Netcall in place and operational • Matts low code platform in place • CXM platform in place • Website functionality upgraded • Skips and scaffold live • Blue badge live • Highw ays hotline move agreed and underway Serving the people of Cumbria
As is (Skip Application) Customer Administrator No Yes Inspector Serving the people of Cumbria
To be (Skip Application) Customer Administrator Automated Process Inspector Serving the people of Cumbria
As is (Scaffold Application) Customer Administrator No Yes Inspector Serving the people of Cumbria
To be (Scaffold Application) Customer Administrator Automated Process Inspector Serving the people of Cumbria
Work planned 2019
Work being scoped • Transport • SPA’s – Social care “front door” • Street w orks permits • Complaints and FOIs • Parking services Serving the people of Cumbria
Work being scoped • Recruitment • HIMS • Registrars • Children’s Information Service • Piloting Intelligent Automation Serving the people of Cumbria
What is Intelligent Automation? • Automation of tasks • Can only undertake rules based task not those requiring empathy or judgement – so if the answer is yes do this if no do that – frees people up to do more complicated subjective tasks • Tasks that take a person 5 minutes can be done in 10/15 seconds • Can do multiple tasks at the same time • Vastly improved accuracy – removal of human error • Efficiency savings Serving the people of Cumbria
HIMS contract option Serving the people of Cumbria
Decision making criteria • Efficiency savings • Customer experience • Resource implications • Time Service area, customer, finance and performance Serving the people of Cumbria
Face to face customer service • Discussions w ith Local Committees 2018 • Barrow and Whitehaven hubs as early priorities • Customer service through our community based services and office buildings • Developments linked to Area Planning opportunities Serving the people of Cumbria
Other developments • Customer e-learning module and w ider customer training • Customer charter agreed and launched • Customer engagement in change projects • Customer measures – customer experience • Applying methodology from elsew here – Essex, North Yorkshire, Edinburgh, Suffolk Serving the people of Cumbria
Customer Strategy progress Developing a customer focused Customer channel development 1 2 3 Redesign of priority services organisation and channel shift 0.0% 0.0% 0.0% 0.0% 0.0% 8.6% 16.0% 22.9% Red Red Red 42.1% Amber Amber Amber Green Green Green 57.9% Unknown Unknown Unknown 84.0% 68.6% Serving the people of Cumbria
Savings targets Customer Service Transformation programme 2018/19 2019/20 Savings Target £m Savings target £m £0.172 £0.343 Information and Guidance 2018/19 2019/20 Savings Target £m Savings target £m £0.020 £0.700 Serving the people of Cumbria
Governance and reporting 1) Website • Customer and Digital 2) Social media 3) Email Transformation 4) Phone 5) In person Programme Board – meeting monthly • CMT – one of 5 transformation programmes • Cabinet - CPDP reporting • Update to Cabinet on Customer Strategy • Scrutiny – Performance review and updates to SMB • LGA Peer Review focus Serving the people of Cumbria
Questions? Serving the people of Cumbria
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