Channel Shift Web Group Wales Rhiannon Lloyd 11/12/2014

Intro – A little about us! Zipporah - trading since public sectors clients. HSE Ireland, Vale of Glamorgan Council Powys Council Cardiff Council Cornwall Council Buckinghamshire & more...

Improving customer experience through Channel Shift What services with the local authorities do you think should move? Licencing / Applications Bulky Waste/ Pest Registrars Have you considered the role Integration plays with moving services online? Saving the authority money – not losing public services due to budget restraints Customer benefits – time savings, 24/7 service Why are we doing this? – Keep our customers happy!!

Common Objections Cost, I have no money – Look at ROI – Case studies to follow Complex Processes – Moderrn solutions even allow for the most difficult processes to go online My customers wont use the web – According to recent statistics in 2013, 36 million adults (73%) in Great Britain accessed the Internet every day, 20 million more than in 2006, when directly comparable records began. Even Barclays are offering to teach older people internet skills through their Digital Eagles scheme. Haven't got the right skills– Call centre operatives/the public don’t know my service, our system is set up so that everyone has set objectives/processes to follow. Losing the human touch – Its actually giving more time for the human touch where relevant. Your opening the service to more people. Building a service that overcomes objections is key – ensures relevance and overall performance!

Case Study – Ku Ring Gai, Australia 6 people working within customer service centre for this council which is only 100 iiiiiiipeople strong in total. Online bookings have reached as high as 95% for certain service area’s Dramatic increases in usage to reach an overall average of 70% online - aiiiicustomers feel safer with this option when paying for services. In addition savings as high as 100,000 Australian dollars have been achieved In excess of HALF A MILLION bookings since the service went live in 2012!!.

Case Study - London Borough of Brent We wanted to ‘open’ our Pest Control Service to the residents of Brent and allow them to book a pest control appointment 24/7, 365 days of the year and the Zipporah system has done just that! It is easy to use and requires little training. Our booking service is now more efficient and our back office processes more streamlined Despite the complexity the site has already seen bookings online with no intervention reach 27% and rising as more customers begin to discover the site. 800 users registered with the system ready to make use of the online functions.

Case Study - Hammersmith and Fulham Council Appointment booking solution across various customer service areas Appointment bookings combined with self-arrival kiosks – 96% self arrive! 20,000 x 3 mins = 60,000 mins 1000 hours 125 working days 25 weeks! 42% of the 20,000+ bookings taken from Online in a one year period! * Turning processing costs from £’s into pence!

Hammersmith & Fulham Link thorough to appointment types

Demo Generic self arrival

Cardiff BTC2 Capital Business Park Wentloog Cardiff CF32PX

Thanks for your time today! Any questions or further info please contact Rhiannon Lloyd