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Beyond channel-shift Presenter: Brian Johns

Beyond channel-shift Presenter: Brian Johns. About Capita’s software services.

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Beyond channel-shift Presenter: Brian Johns

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  1. Beyond channel-shiftPresenter:Brian Johns

  2. About Capita’s software services Capita’s software services division is a leading supplier of software solutions to the local government, social housing, library, health, insurance further education and higher education sectors. With over 25 years’ experience supplying quality systems and services throughout the UK, Capita has repeatedly demonstrated an understanding of the developments, challenges and requirements of its customers within the public sector.

  3. My focus for this session • Reactive self-service requests for Streets, Parks, Open Spaces • Fly-tips • Litter • Abandoned vehicles • Needles • Graffiti • End-to-end processes • Integration • Simplification plus technology • Potential for savings

  4. An example • Who reports an incident • The person most affected/concerned by it • When are they most likely to want to report it? • When they see it • What can/do they do? • Reach for the phone • What do they want? • The problem fixed • To be kept informed/consulted • To know what the council is doing about prevention

  5. What happens to an incident report? £ £ Customer service request via telephone or F2F Email sent to the back-office START Details keyedinto CRM £ £ £ Details enteredinto back-office system Routing, prioritisation and scheduling Job sheet is printed £ £ £ Details entered into back-office system Work is delivered and recorded Job sheet returned £ Update sent to the customer Email sent to the front-office Details enteredinto CRM £ £ FINISH

  6. Organisational view of service delivery Citizen Service resolution Servicerequest Triage Front office Case management& scheduling Feedback Feedback Middle office Feedback Control &monitoring Back office Delivery queue

  7. Web-based self-service for incident reporting • Do-able • Not accessible or immediate • Exact location may be lost / misremembered • Photos take effort • Motivation lost • Tendency to try and ask too many questions • Designed to put people off? • Inconsistent • No data dictionary standards

  8. Self-service: keeping it simple

  9. Integration for incident reporting Customer self-servicerequest START FINISH Status update Case closed Acknowledge WS Email/SMS Email/SMS Email/SMS Service request Middleware WS WS WS WS WS CRM Rules engine GIS/LLPG Back office Mobile WS Scheduling

  10. Example point to point architectures Self-service Self-service CRM Middleware Middleware CRM WS WS WS Mobile CRM Middleware Mobile Middleware

  11. In summary • Integration has value and you can count it • Procure new systems that integrate well • Technology supports change and a better customer experience • Simplify to succeed • Channel shift should be engineered to enable savings downstream • CRM isn’t necessarily all you hoped it would be

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