Introducing and Promoting Self Service STUART BROOKES ICT SUPPORT MANAGER (DONCASTER COUNCIL)

Evolution of Self Service  Trade and Commerce  Piggly Wiggly  Sainsburys  Price Chopper – “Service Robot”  Amazon  Banking  ATM  Online Banking  Mobile

Self Service Culture  Reflection – Your journey here  SDI Website  Train tickets  Fuel  Cash  Snack

Self Service - Why Bother  Reduce Overhead  Reduce Incidents and Service Requests  Increased Analyst Efficiency  Customer Empowerment

How Have Doncaster Council Done This?  Commit to implementing it (Director buy in)  Get Staff Buy-in  Design the Service  Promote the Service  Get Customer Buy-in  SDI Partnership  Prioritise the Self Service Portal

Our ICT Vision Statement  “Using the technology of today to help us build the Doncaster of tomorrow”  Resolving 70% of incidents in the first contact.  Ensuring that ICT services critical to Doncaster Council and our partners are available 97% of the time.  Providing a customer focused value for money service that our customers consistently rate as 4.75 out of 5.  Ensuring that the ICT Self Service Portal is the preferred choice by 60% of our customers for initial ICT support.

Digital Council  Our Vision : A council fit for the future – Doncaster council will be a modern digital authority both internally and externally, with all services on-line. It will provide a modern, high quality and efficient integrated front office with resulting improved service delivery through redesigned business processes, improved technology, mobile working and higher skilled staff. It will also utilise the resulting business intelligence to become a more intelligent and proactive organisation and remove barriers to technology for our citizens focused on assisting Doncaster as a place for its people to thrive.

Promotion

Performance

What this means

Further Changes – May 2015  To promote the use of the ICT Customer Service Desk Portal, please note that with effect from Friday 1 st May 2015, you will be able to report an ICT Issue through the following channels each day:   Monday - Thursday  07:30 – 08:30 – Support Incidents to be raised through the ICT Customer Service Desk Portal only. Critical calls can still be made via the phone.  08:30 – 12:00 – Support Incidents can be raised through the ICT Customer Service Desk Portal and by telephone.  12:00 – 14:00 – Support Incidents to be raised through the ICT Customer Service Desk Portal only. Critical calls can still be made via the phone.  14:00 – 16:00 – Support Incidents can be raised through the ICT Customer Service Desk Portal and by telephone.  16:00 – 17:00 – Support Incidents to be raised through the ICT Customer Service Desk Portal only. Critical calls can still be made via the phone.   Friday  07:30 – 17:00 – Support Incidents to be raised through the ICT Customer Service Desk Portal only. Critical calls can still be made via the phone.   We are constantly looking to improve the service we provide to our customers and your feedback is received gratefully. This will be used to inform any further changes to make us a more efficient and effective service provider.

2015 Performance

Doncaster Self Service Portal

Reasons for not using Self Service Please give reasons that would prevent you from using the ICT Self Service Portal to report a problem. I am not able to report a problem on the Self Service Portal73.48% I do not know how to report a problem on the Self Service Portal.31.49% I have had a negative experience when reporting a problem this way previously % I prefer the human interaction that you get with the phone % I receive a slower response time when reporting a problem on the Self Service Portal % It is not as easy as the other methods %

Plan Moving Forward  Listen to customer feedback  Monitor quality and performance  Look to improve quality of self service offering  Further promotion  CSI

Future of Self Service  Design with future technology in mind  Other methods of self help (forums etc.)  Business Analysis  Leading culture change

Evolution “It is not the strongest of the species, nor the most intelligent that survives. It is the one that is the most adaptable to change.” Charles Darwin

Thank You Stuart Brookes ICT Support Manager – Doncaster Council