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Hull Connect Delivering Quality Customer Service 26 th June 2003

Hull Connect Delivering Quality Customer Service 26 th June 2003. Graham France Head Of Service Re-engineering and Development. Kingston Upon …….Where?. Customer Contact. 200 face to face points of contact 250 telephone numbers. Learning Services. Hull City Services. Community

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Hull Connect Delivering Quality Customer Service 26 th June 2003

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  1. Hull Connect Delivering Quality Customer Service 26th June 2003

  2. Graham FranceHead Of Service Re-engineering and Development

  3. Kingston Upon …….Where?

  4. Customer Contact 200 face to face points of contact 250 telephone numbers Learning Services Hull City Services Community Services Regen and Development Chief Executives

  5. The History - View From the Staff ?

  6. The History - Data Communications ?

  7. The History - View From the Customer?

  8. Trends in Government Traditional Government access is similar to the banking industry of twenty years ago • Long queues and complicated processes • Overwhelming bureaucracy • Required time away from work to be serviced • Paper intensive process Banks, realizing their shortfalls, used technology to improve customer interaction • ATM’s replaced tellers and online and telephoneaccess to your money is provided, 24 hours per day • Introduction of technology allowed for the reengineering of back-office functionality

  9. High Digital Divide email Expense Web Contact Center Low High Frequency Constituents Interactions

  10. WWW Call Centre Service Centre Mobile ITV Back Office Internet Customer Contact(Customer Centred) Content Management Workflow CRM Spatial Referencing Community Services Learning Services Chief Executives Hull City Services Regen and Development Chief Executives

  11. Hull Connect is …. • The project within which the City Council is delivering its multi channel customer service strategy: • Call Centre • Customer Service Centres • Interactive Television • E-Business Suite

  12. Why Call Centre - Business Case? • Improved access to services • Channel of Choice / One stop approach • High quality of call handling and ownership • Accurate data on service demand and performance – refocus business • Customer Satisfaction / reduced complaints • Faster and more cost effective • Frees up admin / professional staff • Government targets

  13. Hull Connect Phases • August 2000 - Pilot of Cleansing Services • August 2001 - Formal Launch + Street Services • April 2002 - All Services – Wide and Thin • September 2002 - Housing Repairs • October 2002 - 24 x 7 pilot • January 2003 – Extended Hours • Phased implementation • Partnership

  14. Call Types • Full Satisfaction of request • Obtain all Information to deliver service • Obtain Base Information – further action needed • Transfer Call

  15. Levels Of Sophistication • Wide and Thin service • Integrated service (GIS)

  16. Case Scenario Call Centre Solution for Well Driven “Wide and Thin”

  17. Oracle CRM At the time of the call all details are captured and the record saved.

  18. Back Office Notification The moment that the Call Centre save the request, an email is triggered automatically to the back office.

  19. (Click here to submit feedback)

  20. Reporting An online report allows any manager to view the history of requests relating to Well Driven. Each record links to the full details.

  21. Feedback For each record there is a feedback form. This form is also available directly from the initial email.

  22. Feedback to Call Centre Any feedback notes submitted to the Call Centre are immediately visible to any agent viewing that address again.

  23. Feedback to Staff Managers can now view amended details regarding any requests that have received feedback.

  24. Case Scenario Bulky item pickup (‘CRM Front & Back Office’)

  25. Case Scenario Faulty street lamp service request (Integration to a ‘back-office’ system)

  26. Performance Measures - Call CentreAverage Week – 12 months • Calls received - 16,000 • Calls answered - 95% • Within 15 seconds - 80% • Calls logged - 99.7%

  27. On-Line Reports A suite of online reporting has been developed. Reports allow analysis by week, day and hour etc. Reports can also be broken down by department, geographic area, and call centre agent etc. Charts are linked together for ease of use

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