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Gordon Holdcroft Chief Executive

Gordon Holdcroft Chief Executive. Tonight was about…. Showcasing areas that we think would be of most interest to members and partners Demonstrating how electronic services can support e-democracy Bringing people together, networking and sharing

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Gordon Holdcroft Chief Executive

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  1. Gordon Holdcroft Chief Executive

  2. Tonight was about….. • Showcasing areas that we think would be of most interest to members and partners • Demonstrating how electronic services can support e-democracy • Bringing people together, networking and sharing • Demonstrating our desire to transform our Council into a customer focused organisation

  3. Our Customer commitment • 80% of contacts are dealt with completely at first point of contact • Every transaction that should be done electronically will be done electronically – Now 98.6% e-enabled services • Customer Satisfaction Survey states…. • 91% thinks the Borough is a nice place to live • 81% were overall satisfied with the Council (top quartile 61%) • 84% were satisfied with access to services • 27% want to be able to comment electronically • 52% do not have access to the Internet • Significantly more people think things have improved over the last 3 years

  4. Benefits realised through ‘e’ • More customer access options that suit lifestyles • (traditional and electronic) • Increased productivity and more time being spent on the customer • (more front line staff) • More self-service and reduced transaction costs • (electronic approx a quarter of the cost) • Reduction of repeat or lost calls • (Contact Centre and a call handling system) • Cashable savings • (business process improvement and value for money)

  5. What’s it all about? • Improved customer service • Easy access • Speed of response • Fuller answer • Making savings and efficiencies • Improved Staff and Member service satisfaction • Partnership Working – The Challenge?

  6. Thank You! Please visit our exhibition stands and in 5 minutes the web cast of tonight’s event will be showing in the Council Chamber on the AV equipment.

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