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Evolution of Customer Service in Newport: Enhancing Digital By Default

Explore Newport's journey in customer service evolution, focusing on self-service transactions, digital enhancements, and effective activity strategies. Discover the impact on partnerships, job claimants, and Newport's transformation as a 'Digital City.'

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Evolution of Customer Service in Newport: Enhancing Digital By Default

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Presentation Transcript

  1. History of the Pilot • Newport highly developed customer service • Information Station • Corporate Contact Centre • 43% of transactions completed via self-service • Pilot bid based on ‘Digital by Default’ • What percentage increase can be achieved? • What activities are effective?

  2. Promotion

  3. Staff • Team of self service customer service officers • Based in Leisure centres, libraries, shopping centres and the Information Station • Completing call backs • Running training and drop in sessions • Completing door knocking sessions

  4. Technical Enhancements • Self Service Kiosks • A Mobile App • A new Search • Improved Content

  5. Partnerships • Credit Union, Newport City Homes, CAB, WLGA, WG and… • Job Centre Plus • Digital by default cross training • Digital passport in DWP • Links with the work programme • Improved ICT skills for job claimants • Newport becoming a ‘Digital City’

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