Date

Citizen Centred Services –

Case Studies

Robin Tuddenham

Director for Communities & Business Change

How to engage with the citizen

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Do you understand your Customers?

• If your answer was ‘No’ to any of the above do you need to consider using Talkback to improve your knowledge of your customer base?

An example – Talkback Survey

• Are you sure you are giving your customers what they need?• Have you asked them?• Do your customers understand your procedures?• Have you tested this out?• Have you satisfied internal audit with regard to consultation

activity for your service?• Are you rated ‘A’ in your annual audit?

Citizen’s Panel - Talkback• ~ 1450 members on the panel• 3 to 4 surveys per year• Representative of the Borough make up• Mix of email and paper surveys distributed• Minimal admin cost provides a cost effective

consultation• Provides a mixed audience of service users/non

users• Surveys can be repeated to provide continuous

service improvement data

Case Study 1: School admissions

Impact • Transformation of service to schools• Open data • From 30% use of online to nearly 100% in one year• All but 109 children allocated through online process• Delivered our Customer Charter goals

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Top tasksBased on evidence from multiple channels

When is my collection

day?

Where is my nearest tip?

I want a replacement

recycling box.

I want some bulky waste collected.

The bin-men didn't pick

up my bins.

When is the tip open?

I want to complain about

my bin-men.

I've got too much rubbish.

Case Study 2: Waste & Recycling

Waste and recyclingNew web design and CRM integrated forms

How we monitor and evaluate

1) Online web page hits, bounce rates, etc.2) Contact Centre statistics3) Customer First statistics4) Socitm survey5) Separate web survey6) Anecdotal evidence from CC and CF

IMPACT Customer Satisfaction measured via Socitm – 76%Feedback from surveys used to inform future development.Feedback from webchats used to make immediate changes to website

Live Chat

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IMPACT

LiveChat – webchat facility implemented August 2014 – supporting people to get the most out of our website (9 seconds average

answer time) Realtime customer feedback – helping shape customer journeys

and website improvementsAlready seen 50% reduction in Council Tax Emails as a direct

result.Skilled Contact Centre Advisers deployed on chats, handling up to

3 chats at a time – efficient use of resource.Expect to see emails continue to reduce and call volumes for

transactional enquiries

Case Study 3: Tell Us Once

Overview of the Tell Us Once process

2. Informant attends appointment for

Registration

3. Informant Registers

birth or death

7a. CRS shares Information8a. Central

Government DepartmentsDWP, DVLA, IPS,HMRC

7b. Registrar issues informant with notification letter informing which departments will be notified

1. Informant calls Contact Centre to arrange registration appointment and is offered TUO

4. All registration action completed

7. Registrar enters information on to CRS

8b. Local Authority HB/CTB, Adult Health and Social Care, Family Information Service etc.

7c. Registrar offers non Core Service, Advice, Guidance, Signposting

END OF PROCESS

4a. Electoral Roll & Council Tax automatically notified for Death (Statutory Requirement)

4a. Electoral Roll & Council Tax automatically notified for Death (Statutory Requirement)

If customer booked TUO then Registrar starts that process.

If customer booked TUO then Registrar starts that process.

If Death registration and TUO not wanted issue leaflet re Telephony service

If Death registration and TUO not wanted issue leaflet re Telephony service

Impact • Reduction in designed contacts – 7 on average• Take up 90%+ • 11,000+ citizens have used Tell Us Once • A speedy receipt of correct and complete data

leading to cost savings• Some improvement in back office processing• Increased partnership working• 99% of responses to the customer survey have been

positive• 97% of staff agreed or strongly agreed that they were

making a difference

EMERGING PRACTICE

Case Study 4 – Hack the Home

How we recognised the need…

INCREASING NEED TO REDUCE COSTS CHALLENGE THE STATUS QUO IMPROVE SERVICE DELIVERY MOST IMPORTANTLY PUT THE

CUSTOMER AT THE HEART OF OUR PUBLIC SECTOR TRANSFORMATION

We engaged… LOCAL TECHNOLOGY BUSINESSES PRACTITIONERS STUDENTS AND DESIGNERS COUNCIL AND HEALTH PROFESSIONALS MOST IMPORTANTLY SERVICE USERS!

WE LISTENED…

Worked in teams… DECIDED CONCEPT BEGAN PROTOTYPING! HACKED THE HOME!! PRESENTED IDEAS

What happened…

What’s next…

LEEDS UNIVERSITY ROBOTICS DEPARTMENT

#HACKTHESCHOOL BUSINESS ENGAGEMENT #HACKTHEBINS