1 / 14

Implementing a Digital Strategy for Better Customer Service and Efficiency

Discover how Folkestone & Hythe District Council is implementing a comprehensive digital strategy to meet the evolving needs of its customers, improve service delivery, and achieve cost savings. Explore the council's approach to digital transformation, the benefits of channel shift, and the importance of digital inclusion.

rickyr
Télécharger la présentation

Implementing a Digital Strategy for Better Customer Service and Efficiency

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Implementing a Digital Strategy Sarah Robson Folkestone & Hythe District Council 27 March 2019

  2. Why do digital? • Business as usual is no longer an option • Ongoing budget cuts • Population increasing and ageing • Digital natives turning 18 • Customers have high expectations for digital services • Encourages self service and manages demand • More efficient use of resources to move to digital channels

  3. Our digital agenda • Digital is not a ‘bolt-on’ on or ‘nice to have’ - it is part of everything • More and better digital services that customers want to use • Redesign how we work to meet current and future needs of our customers. • Rethink everything we do, reduce bureaucracy, place users at the centre • Tackle back office systems as well as front end • New ways of working, collaborate and share learning

  4. Increased customer techspectations

  5. Better for us, better for the customer • Channel shift – easier for the customer to transact online • ‘One view’ of the customer – removes multiple handling • Ability to access multiple services • End-to-end service delivery • Reduces failure demand – get it right first time • Easier to detect fraud • Back office more efficient, less manual intervention, manages demand and reduces calls • More time dealing with complex enquiries and customers unable to access online services

  6. £8.62 £2.83 15p Source: SOCITM

  7. Our transformation programme • New operating model enabled by ICT and digitalisation • Redesigned services to benefit our customers • Culture change led from the top

  8. Our approach to transformation

  9. Design principles

  10. Our digital strategy Council’s first Digital Strategy adopted in 2018 Website – transforming our website as our core digital platform Technology – introducing new technology to support end-to-end service delivery Digital inclusion – supporting our customers in overcoming exclusion Culture – how we will embed digital transformation into our culture

  11. Local digital declaration • In 2018 our residents successfully completed 25,000 online transactions • As part of our continued commitment to a digital channel shift in services, the Council signed up to Government’s Local Digital Declaration in November 2018 • Affirms our commitment to develop more flexible and personalised online services, whilst delivering value for money https://localdigital.gov.uk/declaration/

  12. Financial savings – the opportunity • Reviewing all business processesas part of transformation • Starting with the customer in mind • Applying the design principles • Identifying opportunities for digitalisation • Where business processes can be improved, potentially minimises manual intervention between 15–100% • Opportunity to create an initial year-on-year saving of up to £300k in Customer Services and Business Support – currently being tested

  13. And finally… • It’s not for everyone • Important that no one is left behind and unable to access services • Reasons for digital exclusion are complex: • Access - the ability to connect to the internet • Skills - to be able to use the technology • Motivation - knowing why using the internet is a good thing • Trust - fearing lack of security and online crime • A significant element of our Digital Strategy will aim to promote and signpost information and resources to help individuals overcome digital barriers

  14. Get in touch… sarah.robson@folkestone-hythe.gov.uk www.folkestone-hythe.gov.uk

More Related