Public Sector Customer Service Forum 21 st February 2013 Web Transformation Ceri Evans Service Development Manager.

Slides:

Advertisements

Similar presentations

PROMOTION ORDERING DIFM Promotions February 29, 2008.

Advertisements

© 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 WebCollage Global Business Solution for Cisco Partner Webinar FY 2009.

WORKING FOR A HEALTHIER TENNESSEE WELLNESS TOOLKIT

Accredited Supplier Communications Plan FY09-10 Q1 to Q4 May 2009, v2.0 Home Access Marketing & Stakeholder Engagement Team.

Advanced Piloting Cruise Plot.

EuroCondens SGB E.

Chapter 1 The Study of Body Function Image PowerPoint

1 Copyright © 2013 Elsevier Inc. All rights reserved. Appendix 01.

Overview An overview of Apprenticeships and the Apprenticeship Vacancy Matching Service Your presenter is Anne Rodriguez Issue 1.0 Apprenticeship Vacancy.

UNITED NATIONS Shipment Details Report – January 2006.

Jeopardy Q 1 Q 6 Q 11 Q 16 Q 21 Q 2 Q 7 Q 12 Q 17 Q 22 Q 3 Q 8 Q 13

Jeopardy Q 1 Q 6 Q 11 Q 16 Q 21 Q 2 Q 7 Q 12 Q 17 Q 22 Q 3 Q 8 Q 13

Exit a Customer Chapter 8. Exit a Customer 8-2 Objectives Perform exit summary process consisting of the following steps: Review service records Close.

Board of Early Education and Care Retreat June 30,

Year 6 mental test 10 second questions

40 Tips Leveraging the New APICS.org to the Benefit of Your Organization, Members, and Customers! 1.

1 Click here to End Presentation Software: Installation and Updates Internet Download CD release NACIS Updates.

The 5S numbers game..

Photo Slideshow Instructions (delete before presenting or this page will show when slideshow loops) 1.Set PowerPoint to work in Outline. View/Normal click.

© Tally Solutions Pvt. Ltd. All Rights Reserved Shoper 9 License Management December 09.

Presented by Brad Jacobson The Publisher on the Web Exploiting the new online sales channels.

1. 2 Objectives Become familiar with the purpose and features of Epsilen Learn to navigate the Epsilen environment Develop a professional ePortfolio on.

©2010 Rainforest Alliance RAINFOREST ALLIANCE CERTIFIED A SEAL THAT SELLS.

I am the Naviance Navigator and I will be your host!

Tablet ownership and behaviour 1 Results from YouGov survey conducted 28 th – 31 st December 2012.

Break Time Remaining 10:00.

The basics for simulations

DOROTHY Design Of customeR dRiven shOes and multi-siTe factorY Product and Production Configuration Method (PPCM) ICE 2009 IMS Workshops Dorothy Parallel.

IAB/Amárach Research A Presentation Prepared For Connect Conference 16 th February 2012 By.

January 2012January 2012 SundayMondayTuesdayWednesdayThursdayFridaySaturday 1 Company Holiday 2 Company Holiday 3 Role play good neighboring & street teaming.

How To Use Google Forms to Create A Test Quick Easy Self-Graded!! Instant Reports.

PP Test Review Sections 6-1 to 6-6

ABC Technology Project

Bright Futures Guidelines Priorities and Screening Tables

AEMCPAGE Relaunch 1 June 2009.

1 ITSS This overview deck contains two sections. Please use the links below to navigate –How to Register for ITSS Application AccessHow to Register for.

1 Undirected Breadth First Search F A BCG DE H 2 F A BCG DE H Queue: A get Undiscovered Fringe Finished Active 0 distance from A visit(A)

15. Oktober Oktober Oktober 2012.

TCCI Barometer March “Establishing a reliable tool for monitoring the financial, business and social activity in the Prefecture of Thessaloniki”

1 Breadth First Search s s Undiscovered Discovered Finished Queue: s Top of queue 2 1 Shortest path from s.

Copyright © 2012, Elsevier Inc. All rights Reserved. 1 Chapter 7 Modeling Structure with Blocks.

Factor P 16 8(8-5ab) 4(d² + 4) 3rs(2r – s) 15cd(1 + 2cd) 8(4a² + 3b²)

Basel-ICU-Journal Challenge18/20/ Basel-ICU-Journal Challenge8/20/2014.

1 I am the Naviance Navigator and I will be your host!

Dave Chaffey, E-Business and E-Commerce Management, 4 th Edition, © Marketing Insights Limited 2009 Slide 1.1 Introduction to e-business and e-commerce.

© 2012 National Heart Foundation of Australia. Slide 2.

Lets play bingo!!. Calculate: MEAN Calculate: MEDIAN

Facebook Pages 101: Your Organization’s Foothold on the Social Web A Volunteer Leader Webinar Sponsored by CACO December 1, 2010 Andrew Gossen, Senior.

Page 1 of 43 To the ETS – Bidding Query by Map Online Training Course Welcome This training module provides the procedures for using Query by Map for a.

1 How Do I Order From.decimal? Rev 05/04/09 This instructional training document may be updated at anytime. Please visit and check the.

Before Between After.

Model and Relationships 6 M 1 M M M M M M M M M M M M M M M M

25 seconds left…...

Slide 1 of 29 Community news Slide 2 of 29 Nouvelles de la communauté…

Sedex: Registration and Account Set Up Instructions

We will resume in: 25 Minutes.

Clock will move after 1 minute

A SMALL TRUTH TO MAKE LIFE 100%

PSSA Preparation.

Protection notice / Copyright notice Topic 1: The Inspired Bus Company © Siemens AG All rights reserved.

Patient Survey Results 2013 Nicki Mott. Patient Survey 2013 Patient Survey conducted by IPOS Mori by posting questionnaires to random patients in the.

A Data Warehouse Mining Tool Stephen Turner Chris Frala

GutsGo eMarketing Let’s Do It Better! Engage2012, June 2012 Let’s Be At It! © GutsGo eMarketing 1.

Presentation transcript:

Public Sector Customer Service Forum 21 st February 2013 Web Transformation Ceri Evans Service Development Manager

Rhondda-Cynon-Taff

Website Provision

A Tactical Switch?

Baseline Position PETE TO GET IMAGE What was our ‘Baseline’ Position ?

The ‘Old ’ Site

A ‘Key’ Improvement Drive...

Web on the Move…

Website Demand increased by 98% (Compared to 08/09 baseline) Customer Satisfaction now up to 86% (all time high!) Welsh Language Provision 80% (Baseline 7%) Accessibility – 2 nd Wales, 12 th UK (Sitemorse Ranking) Website Availability 99.7% (including planned downtime) SOCITM Better Connected Top 3 in Wales, Top 25 UK Website Silo Sites reduced from 37 to less than 10 (incl. partners)

CHANNEL SHIFT...

Bulky Waste Collections First full Year of WebThis Year… PercentageChange Tel91%75%-16% F2F2% 0% Web7%23%+16% 23% Web from Nil Base 7,300 requests now On-Line as opposed to taking a call. Call Volumes reduced by 53%

CHANNEL SHIFT... Streetcare & Waste First full Year of WebThis Year… PercentageChange Tel83%63%-20% F2F7%14%+7% Web9%23%+14% 23% Web from Nil Base 16,900 requests now On-Line as opposed to taking a call. Call Volumes reduced by 35%

CHANNEL SHIFT... e-Payments PercentageChange Tel16%14%-2% F2F54%10%-44% Web10%31%+21% Touchtone18%19%+1% Kiosk2%26%+24% Early Years…This Year… 76% Payments Self Service 78,746 SelfServe transactions opposed to taking a call or a visit. Think wider than just web !

1.Use of consistent shorter URL Use of Promotional Images, Home, Landing, Service Pages, Transactional Navigation. 3.Exploiting the use of Contact Centre Queue and Out of Hours Call Messaging 4.Pro-active “sign-posting” to the Web via Face-to-Face and Telephone Advisors. 5.Animated Video Feeds on Plasma / LCD Screens at One-Stop- Shops. 6.Use of Public Access Kiosks (20 across RCT) 7.News Articles in “FREE” Council Newspaper “Outlook” 8.Pro-active Press Releases to the local media / Social Media Links. 9.Using key customer insight information, to pro-actively highlight services based on trends (e.g. Seasonal) 10.Pushing Transactional Services through the Search Engine… “Recommended Results” or “Suggestive Search ” 10 Tips to Encourage Channel Shift...

For further information, please contact... Ceri Evans Service Development Manager Tel: (01443)