On Line Customer Services Carol Cutler – Director of Business Transformation and Customer Service

1. On Line Customer Services Carol Cutler – Director of Business Transformation and Customer Service

2. Customer Services Strategy Increase customer satisfaction • One stop service - where appropriate • Focus on resolution at the first point of contact • Complete visibility of the end to end process • Understand our customers and respond to their needs Reduce Costs • Make self service available for as many services as possible • Eliminate avoidable contacts • Make each contact as efficient as possible

3. Vision- Customer Journey Example Mrs E continues to live independently, supported by a personal carer, enhanced benefits and a tele-care package. Access Harrow call her every month to ensure the support is meeting her needs Mrs E is an older person who receives daily care from her husband. Her Husband passes away and she contacts the Council through a Golden Number to register the death Following her Assessment, Mrs E receives a package of support in her Home to enable her to remain independent Mrs E receives a letter from Harrow advising that her benefits have been reassessed and she will be getting an enhanced benefit. She also sees the start of her assisted rubbish collection and finds she is entitled to a freedom pass which she was unaware of. Mrs E continues to receive support from the reablement team and begins to regain her independence The Access Harrow contact team register the death and enquire about Mrs E’s wider support needs. Access Harrow change Mrs E council tax details for single person allowance, change her details and update her DD mandate. Access harrow recognise that her change in circumstances will trigger a benefits change and set up a F2F appointment and triggers the mailing of relevant forms The assessor pre-screens for reablement. Mrs E passes the pre-screen and an appointment is made Mrs E visits Access harrow for her initial appointment. The assessor has a file with information about her position and needs from her initial call and from her filled forms. The assessor identifies that Mrs E has a disability and that she will qualify for assisted refuse collection. He sets this up immediately. Access Harrow initiate a review of Mrs E’s benefits and council tax payments and advise her of what they have done. They also arrange for assisted rubbish collections and a mobility assessment Mrs E is advised of her appointment date and starts collecting the financial evidence needed. Mrs E only needs to produce some updated documents as Access Harrow already have some information from her R&B data

4. Vision- Customer Journey Example Mrs S joins her local gym and enrols the children for swimming lessons. On receipt of her new library card she also becomes and active user of the service. Following her call Mrs S gets her new library card in the post and some leaflets on gym membership and sports classes Mrs S has just moved into the Borough. She is married with 2 young children and does not know the area well Access Harrow then advise Mrs S of Local leisure and library facilities and provide details of membership costs for the local gym and swimming lesson classes for the children Mrs S calls Access Harrow on a Golden number set up for people moving into the Borough. The main reason for the call was that Mrs S wants to register her children for school. Access Harrow advises Mrs S on local schools and sends her the relevant application forms Access Harrow take all Mrs S’s details and register her for council tax. They update the relevant systems. Access harrow trigger the sending of electoral registration forms During the call Access Harrow are prompted to ask wider questions related to moving into the area to provide a relevant package of assistance and support. The questions asked are triggered by responses and need

5. This is what we have built… email Channels Access Harrow Online Services CCPH Cisco IP Telephony Phone Contact SAP CRM Civica Workflow & Document Management Line of Business Applications Walk-in CCPH Citizen Matching CCPH Automated Agent VoiceSage Automated Voice System Seebeyond Middleware Mail (Paper) Update Handoffs Revs & Bens Parking Housing Public Realm Planning Adults Childrens

6. Strategy – Technical Principles • All contact information, from all channels, including web, goes into the CRM system and creates a record • Workflow used to create work items linked to CRM ticket • Information from all systems goes into Business Warehouse to create end to end visibility of contact and accessible MI • Multiple entry of data eliminated • Standard entry processes enforced • Automated processing of web forms where possible

7. On-Line Services • Understanding your customers • Web site design • Really useful things! • Location based services • Authenticated services • What you can achieve

8. Understanding Your Customers • Use of customer segmentation • Broadband access and usage • What on-line services do customers want/use • Go where your customers go • Keep checking you’ve got it right

9. Web Site Design • Decide on the purpose of your web site and stick to it • For Harrow its transactions, transactions, transactions……………………. • Make it easy for people to fine what they need • Minimise the number of ‘clicks’ needed to get there • Make sure the information is easy to understand and up to date • You’ve only got one chance!

10. Really Useful Things • Prioritise services customers want to use • Make it as easy as possible • Pre populate forms • Rationalise forms • Provide real time information

12. Missed Bin

13. Missed Bin

14. Missed Bin

15. Penalty Charge Notices

16. Penalty Charge Notices

17. Penalty Charge Notices

18. Really Useful Things • Prioritise services customers want to use • Make it as easy as possible • Pre populate forms • Rationalise forms • Provide real time information • Use of video – a picture speaks a thousand words!

19. Use of video

20. Location Based Services • My Harrow • Harrow’s online resident information portal • A set of online interactive maps • One-stop portal for local information • Cross selling portal for other council services • Access to MyHarrow Account and MyHarrow eNewsletter

21. Your Property Separate areas of information Is the property in a controlled parking zone? Location and contact of local Police Sub menus with more information

22. How far from your house do you want to search? Click on a map pin to get details Brief details and links to full planning application

23. What goes in what bin Bin collection schedule

24. Council services around you Drop down menu showing 20+ data sets Brief details and link to own webpage

25. Print and share link options All data available in a list Did You Know Section: Cross selling portal for other council and partnership services, page and Experian category specific All NHS data comes directly from NHS Information Centre

26. Future look of MyHarrow Phase 5 Resident eNewsletter Customer Portal Possible Future Local Information System

27. Authenticated Services We have reached a point where to expand the on line services we offer, we need to know who we are communicating with The solution is the Citizen Account stating with Revenues and Benefits but with a programme for expansion across all services Upon registering, a secure PIN is sent to the customer’s registered address, similar to online banking We can now authenticate who we are communicating with electronically, and can now offer an expanded range of personalised services

48. Working smarter, improving efficiencies • Use of technology • Cost per Face2Face reduced from £5.61 on 2006 to £4.36 in 2010 • Cost per telephone call reduced from £1.85 in 2006 to £1.68 in 2010 • Cost per web transaction reduced from 26p in 2006 to 13p in 2010 • Channel Migration • In 2007 8% face to face, 50% telephone, 42% web • In 2008 7% face to face, 41% telephone, 52% web • In 2009 6% face to face, 30% telephone, 64% web • Average cost per transaction reduced from £2.23 in 2006 to £0.87 in 2009/10 and 77p in the first quarter of this year