Improving Customer Service in Harrow

Reducing Repeat Callers

Jonathan Milbourn – Head of Customer Services

I feel your pain!

I feel your pain!

I feel your pain!

I feel your pain!

Understanding Our Customers

● Late/middle aged, married couples● Teenage children● Expensive, detached houses● Luxury cars● Very high incomes, investments● Top professions, senior managers● Well educated

● Waste & Recycling● Environmental services● Highways

● Preferred Communication Channel - Web

Segments A & B- Extremely wealthy professionals

- Financially secure older couples - 24.3% of households

Understanding Your Customers

● The Neighbourhood Champions scheme is a network of volunteers throughout Harrow whose role is to inform us about everyday street level issues such as litter, graffiti, fly-tipping, ASB and broken street lamps that they see in their own streets. 

● A joint initiative between Harrow Council and the Metropolitan Police. ● This scheme is about getting the community involved to help highlight

street level issues so something positive can be done about them.

● It isn’t about spying or informing on neighbours and other residents. 

● The scheme was initially launched in Spring 2010 and there are currently 1,000 Neighbourhood Champons in operation

What is a Neighbourhood Champion?

Resolution at First Point of Contact

Resolution at First Point of Contact

Resolution at First Point of Contact

Member’s Casework

The Results

Year Unique visitors per

month

Transactions per month

Total Account Holders

Monthly Account Users

2008/9 68,250 1,350 N/A N/A

2009/10 72,513 2,826 N/A N/A

2010/11 73,774 4,950 3875 1,619

2011/12 77,918 12,863 12,710 4,740

2012/13 115,764 22,724 32,921 10,412