presenter: gerard bouton, senior sales manager, asidua (gb) ltd

ADI Portfolio

PRESENTER:

Gerard Bouton, Senior Sales Manager, Asidua (GB) Ltd

Channel Shift at Chorley BC & London Borough of HarrowPSCSF North 8th May 2013stWho we are and our Customer Contact PedigreeHow a more effective deployment of CRM and using the system to hold and drive all the relevant information can enhance Citizen ContactOne Stop Shop for Integration Chorley BC and London Borough of Harrow

What are we going to talk about?2One stop serviceResolution at first point of contactTransparent processesUnderstand the citizens needsEliminate avoidable contactMake self service available to as many services as possible!

What can Channel Shift achieve?3

4

PRESENTER:

Gerard BoutonSenior Sales Manager, Asidua (GB) Ltd

About Asidua

5Established 2002Microsoft Gold PartnerOffices in Belfast, Solihull & DublinAccredited with ISO 9001 / 27001 & IIP130 employeesRegistered on Local Government Software Application Solutions Framework

Brief Overview6

PRESENTER:

Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

Asidua dynamics crm7Asidua Dynamics CRM

PRESENTER:


Customer Contact PlatformTM

9

Traditional Contact Centre/F2F Process

Internet

Process & Workflow - CCP

Self ServiceCC/OSSLocal Government Clients

200,000 population London Borough2.5 years: Asidua work:Supporting the consolidation into a centralised contact centre.Initially Revs & BensHousingParkingWasteStreetsAdultsProcurement service is the next phaseVery much supporting their transformation programme13End to End Service Design

New Business ProcessService ConfigurationInfoPath PagesWorkflow Design

PRESENTER:


Asidua & LOCAL GOVERNMENT15Who are Asidua?Asidua GroupBelfast HQAsidua GBAsidua Ireland

Reduce costsImprove serviceExample Customers

16CCP in Local Government (Team Lancs)

CustomerAdvisorManagerBack Office

Self Service

Circles of Need

InformativeService AccessInformation AccessUnified Intelligent Desktop

Guided & Automated

One and DoneKnowledge

Joining-upCommon Solution

Performance & Satisfaction

Cost EffectiveJoined Up Processes

Mobile Working

Less SystemsClient Systems and Data17

3 councils, improved service with a reduction of 20 FTEs2.6m savings over 4 yrs

Lancashire Procurement Hub

18Challenges facing Chorley Too many systems in front lineMinimise avoidable contactDrive consistency in service deliveryRemove process in-efficienciesImprove data quality and informationImprove performance and productivityDeliver business intelligenceEmail and web cost more than phone..technology and processes not set up to be able to make it work. Comparably low number of users, high costs, technology not working, responsibilitie.s not clear19What intelligence Chorley need to make informed decisions about channel migration to support customer self service?Cost per transactionChannelChorley (2010)Varney Report (2004)Telephone0.531.39Face to Face8.0714.65Email/Web1.550.25Email and web cost more than phone..technology and processes not set up to be able to make it work. Comparably low number of users, high costs, technology not working, responsibilitie.s not clear20Existing WebsiteOnline bookingOn line paymentse-Citizens (Council tax, business rates, housing and council tax benefits customers)Service informationNews & EventsForms

Book get up and go activities Online payments council tax, business rates, other invoicesHousing and council tax benefits forms PDF, download but e-forms for waste to report a missed bin, order a special collection for large items, order a new bin, report a stolen binRequest street cleaning takes you to a page with the contact centre phone number and email address.Planning apply online through the planning portal check planning applications / consultation21The new websiteAim: To increase self-service functionality and encourage customers to transact with the Council online.

Forms with integrated paymentsMy AccountMy ChorleyService informationMappingSocial mediaOnline chatDynamic front pageImproved searchUse of imageryStreamlined content

Uses the same forms that are used by the contact centre staffGoogle analystics22

23

Rationalising Systems at Chorley Existing SystemReplaced WithCivica FlareMS/IDOXGoss InteractiveMS/CCPAbacus - Web StructureMSTeam KnowledgeMS/CCPNDLMS/CCPMcFarelaneSiemens/CCPNorthgate Front OfficeMS/CCPIkenMSAnite - Northgate EDMSMSTotal additional savings of 100K annualEmail and web cost more than phone..technology and processes not set up to be able to make it work. Comparably low number of users, high costs, technology not working, responsibilitie.s not clear28Service Re-design: StreetsceneThe website and mobile working has enabled the streetscene service to be improved, and costs reduced. Improvements include:

Clear mapping and monitoring of scheduled workMore flexibility to respond to service requestsUse of mobile devices to pick up and close off jobsReduction in downtime/travel timeReduction in management / task allocationImproved responses and tracking for customersMore generic/multi functional posts

Estimated savings are 120,000Some of the highest staff costs in the Council are associated with street cleansing and grounds maintenance (the staffing budget for 2011/2012 is 1,202,000). The rough cut costing showed that there is around 240,000 in staff costs associated with downtime; that is, processes that are required but not actively delivering the service.29Chorley Borough Council

Local Government Clients

Supports circle of needs with personalisation both via self-service and by information provided to contact agents20% reduction in calls to contact centreRouting services to county council, county may provide out of hours contact centre service.Dropped 1 of 4 waste vehicles (25% saving)5 FTE saving in year 1, 9 FTE saving in year 2.100k annual IT savings on licences and support1m saving over 3 yrsEase of use - Service Improvements ServiceDevelopment & Extensions - Cost SavingsDistrict councils different service set & scopeProvided on cost effective basisAlso connect to services that the county councils provide (2 tier).30CCP in Local Government (Harrow Council)


Enable true citizen self service

R&B, Housing, Parking,Waste, Streets ...Service AccessInformation AccessUnified Desktop and workflow

...removed 90 seconds per callKnowledge

Joining-upOne and done

Greater satisfactionFront office and back office connected

All information available to deliver serviceCouncil Systems and Data31Harrow CouncilLocal Government Clients

Working with Capita since 2005 to deliver savingsAsidua were introduced in 2008Savings not being delivered through SAPCCP-H - Integration with the following:Northgate iWorldCivica EDRMS/W2Northgate (Anite) OHMSCivica ICON PaymentsCivica Civil Enforcement (Parking)Bartec Waste CollectorVoice Sage (Automated Voice Calling System)Achieve Forms

Revs & BensHousingParkingWasteStreetsAdults...

200,000 population London Borough2.5 years: Asidua work:Supporting the consolidation into a centralised contact centre.Initially Revs & BensHousingParkingWasteStreetsAdultsProcurement service is the next phaseVery much supporting their transformation programme32Harrow CouncilLocal Government Clients

Supports Self ServiceContact CentreWalk inRunning on Microsoft Citizen Service Platform with Sharepoint & SQL ServerSolution included:- 40+ Custom Forms- 8 Integrated Systems- 60 Council UsersNow being extended into Social Care with an additional 80 usersUpgrading to the latest version of CCP (v4.1) in summer 2012Moving on to integrate & automate procurement services nextSupporting their transformation programme

Harrow now have something like 60-70% of their parking customer contact is online.33Local Government Clients

Increase customer satisfaction whilst reducing costs

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 Make each contact as efficient as possible Eliminate avoidable contacts Make self service available for as many services as possible

200,000 population London Borough2.5 years: Asidua work:Supporting the consolidation into a centralised contact centre.Initially Revs & BensHousingParkingWasteStreetsAdultsProcurement service is the next phaseVery much supporting their transformation programme34Council Tax Business Rates Housing Benefits Council Tax Benefits Housing Resident Services Housing Repairs Waste & Recycling Environmental Health School Admissions Parking Building Control Planning (including vetting & validation) Adult Social Care Community Alarms Concessionary Travel Electoral Services Registration Services NationalityChecking/Citizenship Accounts Payable/Receivable Switchboard Local Government Clients

Services delivered by Access Harrow:Big savings in landfill tax (2.6m over 10 years)35Local Government Clients

Why MyHarrow Account?

What is it? Similar to online banking, it is an authenticated account that confirms the identity of the user

Why MyHarrow account? - The only way to expand the on-line services we offer is to know who we are dealing with - Gives residents only one log-in and password to access all Council services online200,000 population London Borough2.5 years: Asidua work:Supporting the consolidation into a centralised contact centre.Initially Revs & BensHousingParkingWasteStreetsAdultsProcurement service is the next phaseVery much supporting their transformation programme36Local Government Clients

The Results:200,000 population London Borough2.5 years: Asidua work:Supporting the consolidation into a centralised contact centre.Initially Revs & BensHousingParkingWasteStreetsAdultsProcurement service is the next phaseVery much supporting their transformation programme37Local Government Clients

Impact200,000 population London Borough2.5 years: Asidua work:Supporting the consolidation into a centralised contact centre.Initially Revs & BensHousingParkingWasteStreetsAdultsProcurement service is the next phaseVery much supporting their transformation programme38Local Government Clients

Savings delivered:200,000 population London Borough2.5 years: Asidua work:Supporting the consolidation into a centralised contact centre.Initially Revs & BensHousingParkingWasteStreetsAdultsProcurement service is the next phaseVery much supporting their transformation programme39Local Government Clients

The future?

200,000 population London Borough2.5 years: Asidua work:Supporting the consolidation into a centralised contact centre.Initially Revs & BensHousingParkingWasteStreetsAdultsProcurement service is the next phaseVery much supporting their transformation programme40CCP in Local Government (Milton Keynes Council)


Self Service Website

Transactional servicesService AccessInformation AccessEmployee Portal

Service Focussed

Forms DrivenKnowledge

Joining-upReal Time Information

Consistency and Quality

Major Operational SavingsFully Integrated

Information Complete

MonitoredClient Systems and Data41Customer Contact Platform

42Customer Portal

RegistrationAccounts

Employee Portal

Accounts

Portal - Mobile Access

Desktop

46CCP Enterprise

47

CCP - Performance Gathering

Management Information & Business Intelligence

CCPs MDM facility allows for the linking of customer records from multiple sourcesProcesses propagate across the systemTransactions are encrypted to httpsCCP supports requests from in area/out of area and anonymousCCP is integrated to LLPG typically taking daily feeds

Further Information50End to End ProcessesForms [56]IntegrationsAdapters (GIS, Payments, CRM, LOB System)EnvironmentAbandoned Vehicles [1]Animal Welfare [5]Emergencies [5]Parks & Open Spaces [6]Recycling, Rubbish & Waste [9]Roads, Highways & Pavements[22]Street Care and Cleaning[11]OthersRevenues & Benefits, Complaints, Compliments etc

Service Solution Packs

PRESENTER:


summary52Benefits53Gerard BoutonSenior Sales ManagerAsidua (GB) Limited

Email: [email protected]

BirminghamThe Oracle BuildingBlythe Valley ParkSolihull B90 8AD

Tel: +44 (0)121 506 9560 Fax: +44 (0)121 506 9561

Belfast10 Weavers CourtBelfast BT12 5GH

Tel: +44 (0)28 9072 5000Fax: +44 (0)28 9072 5001

Dublin77 Sir John Rogerson's QuayDublin 2

Tel: +353 (0)1 640 1980Fax: +353 (0)1 640 1981

email: [email protected]/ccp Discover moreDiscover more54Customer Details

Find or gather customer details.

Key

Service Specific InfoPath Section

presenter: gerard bouton, senior sales manager, asidua (gb) ltd

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