A D V I S O R CHANNEL SHIFT Introduction Developed following previous Channel Shift Camps Based on participant input and lessons learnt from GovMetric A reporting framework and methodology A Strawman! Automated channel interactions Further thoughts and ideas welcome.

A D V I S O R CHANNEL SHIFT 01/10/2014 – 31/10/2014 □ Face to Face □ Telephone □ Web Channel - Service + e-Forms + Action Type + Traffic + OVERVIEW Pie Chart | Bar Chart | Line Graph | Table √ √ √ Devices + Overview

A D V I S O R CHANNEL SHIFT Benefits – Housing Benefit □ Face to Face □ Telephone □ Web □ Adult Services v □ Benefits – □ Appeal □ Benefits advice □ Benefits fraud □ Change of circumstances □ Council Tax benefits □ Discretionary payment □ General enquiry □ Housing benefit □ Children's Services v □ Council Information v □ Council Tax v □ Education v □ Environmental Services v □ Housing v □ Job Vacancies v □ Libraries & Museums v □ Licences v □ Planning & Building Control v □ Registrations v □ Roads & Transport v □ Sports, Leisure & Culture v □ Streets & Parking v □ Town Planning v □ Waste & Recycling v Channel - Service - √ √ BENEFITS – HOUSING BENEFIT Pie Chart | Bar Chart | Line Graph | Table 01/01/2014 – 31/10/2014 √ √

A D V I S O R CHANNEL SHIFT e-Forms – Housing / Council Tax Benefit □ Adult Services v □ Benefits - □ Appeal v □ Benefits advice v □ Benefits fraud v □ Change of circumstances v □ Council Tax benefits v □ Discretionary payment v □ General enquiry v □ Housing benefit - □ New Claim □ Discretionary Payment □ Children's Services v □ Council Information v □ Council Tax - □ Business rates v □ Change of circumstances v □ Council tax enquiries v □ Discounts & exemptions - □ New LCTS Claim □ Discretionary Payment □ Change Circumstance □ General enquiry v □ Payments v □ Education v □ Environmental Services v □ Housing v □ Job Vacancies v □ Libraries & Museums v □ Licences v □ Planning & Building Control v □ Registrations v □ Roads & Transport v □ Sports, Leisure & Culture v □ Streets & Parking v □ Town Planning v □ Waste & Recycling v □ Other v Channel + Service + e-Forms - E-FORMS - HOUSING / COUNCIL TAX BENEFIT Pie Chart | Bar Chart | Line Graph | Table 01/01/2014 – 31/10/2014 √ √ √ √

A D V I S O R CHANNEL SHIFT e-Forms – Housing / Council Tax Benefit □ Adult Services v □ Benefits - □ Appeal v □ Benefits advice v □ Benefits fraud v □ Change of circumstances v □ Council Tax benefits v □ Discretionary payment v □ General enquiry v □ Housing benefit - □ New Claim □ Discretionary Payment □ Children's Services v □ Council Information v □ Council Tax v □ Education v □ Environmental Services v □ Housing v □ Job Vacancies v □ Libraries & Museums v □ Licences v □ Planning & Building Control v □ Registrations v □ Roads & Transport v □ Sports, Leisure & Culture v □ Streets & Parking v □ Town Planning v □ Waste & Recycling v □ Other v Channel + Service + e-Forms - E-FORMS - HOUSING / COUNCIL TAX BENEFIT Pie Chart | Bar Chart | Line Graph | Table 01/10/2014 – 31/10/2014 √ 05/10/201412/10/201419/10/201426/10/2014 Housing benefit - New Claim Housing benefit - Discretionary Payment Council Tax - New LCTS Claim Council Tax - Discretionary Payment

A D V I S O R CHANNEL SHIFT Benchmarking – Housing Benefit BENCHMARKING – HOUSING BENEFIT Pie Chart | Bar Chart | Line Graph | Table 01/01/2014 – 31/10/2014 □ Face to Face □ Telephone □ Web □ Adult Services v □ Benefits – □ Appeal □ Benefits advice □ Benefits fraud □ Change of circumstances □ Council Tax benefits □ Discretionary payment □ General enquiry □ Housing benefit □ Children's Services v □ Council Information v □ Council Tax v □ Education v □ Environmental Services v □ Housing v □ Job Vacancies v □ Libraries & Museums v □ Licences v □ Planning & Building Control v □ Registrations v □ Roads & Transport v □ Sports, Leisure & Culture v □ Streets & Parking v □ Town Planning v □ Waste & Recycling v Channel - Service - √ √

A D V I S O R CHANNEL SHIFT Traffic Analysis TRAFFIC ANALYSIS Pie Chart | Bar Chart | Line Graph | Table 01/01/2014 – 31/12/2014 □ Face to Face □ Telephone □ Web Channel - Service + e-Forms + Action Type + Traffic + √ Devices + □ Windows □ Android □ Apple □ Desktop □ Tablet □ Mobile □ Interactive TV √ √ √ √

A D V I S O R CHANNEL SHIFT Channel Shift Calculator □ Adult Services v □ Benefits - Face to Face (£) F2F to Tel (%) Telephone F2F to Web (%) Web Tel to Web (%) □ Council Information v □ Council Tax v □ Education v □ Environmental Services v □ Housing v □ Job Vacancies v □ Libraries & Museums v □ Licences v □ Planning & Building Control v □ Registrations v □ Roads & Transport v □ Sports, Leisure & Culture v □ Streets & Parking v □ Town Planning v □ Waste & Recycling v □ Other v Data + CHANNEL SHIFT CALCULATOR Pie Chart | Bar Chart | Line Graph | Table 01/10/2014 – 02/10/2014 √ √ £8.24 £2.05 £ % 5% 20% Cost beforeCost afterSaving Face to Face£4,120.00£3,522.60£ Telephone£2,050.00£1,722.00£ Web£600.00£ £ Total cost saving £646.34

A D V I S O R CHANNEL SHIFT Channel Shift Calculator □ Adult Services v □ Benefits - Face to Face (£) F2F to Tel (%) Telephone F2F to Web (%) Web Tel to Web (%) □ Council Information v □ Council Tax - Face to Face (£) F2F to Tel (%) Telephone F2F to Web (%) Web Tel to Web (%) □ Education v □ Environmental Services v □ Housing v □ Job Vacancies v □ Libraries & Museums v □ Licences v □ Planning & Building Control v □ Registrations v □ Roads & Transport v □ Sports, Leisure & Culture v □ Streets & Parking v □ Town Planning v □ Waste & Recycling v □ Other v Data + CHANNEL SHIFT CALCULATOR Pie Chart | Bar Chart | Line Graph | Table 01/10/2014 – 02/10/2014 √ √ £8.24 £2.05 £ % 5% 20% £6.50 £1.75 £ % 25% Cost beforeCost afterSaving Face to Face£10,168.16£8,693.78£1, Telephone£4,721.15£3,979.30£ Web£1,225.80£1, £ Total cost saving £1,635.06

When do you start to measure? When do you start to measure the customers online experience? Understand the customer experience prior to the change Customer Satisfaction Measures Customer Surveys Mystery Shopping Customer Journey Mapping Understand the customer experience during the change Customer Satisfaction Measures Customer Surveys Mystery Shopping Customer Journey Mapping Understand the customer experience after the change Customer Satisfaction Measures Customer Surveys Mystery Shopping Customer Journey Mapping

What are the barriers to channel shift? What are the barriers for customers stopping them from transacting online? Lack of IT skills Access to a PC Wi-Fi/4G access Customer preference Disability Language Time Literacy & Numeracy skills

The Digital Strategy How would you define your digital strategy? Digital by Default - a shift in the culture of government so that they think digital first. Digital by Design – redesigning services from a customer perspective with an aspiration of improving online access Digital by Preference – enabling online services for those who have a predisposition to transact in this way