CUSTOMER CONTACT CENTRE e-Government and ICT Strategy Working Party Sarah Bryant.

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Presentation transcript:

CUSTOMER CONTACT CENTRE e-Government and ICT Strategy Working Party Sarah Bryant

CUSTOMER CONTACT CENTRE- THE PAST -WHEN -WHAT -WHO -WHERE -WHY

CUSTOMER CONTACT CENTRE- THE PRESENT PHASE 1 Customer Contact Strategy Technical Options Communication Framework PLANNING Programme design Programme approval Programme organisation PHASE 2 Project scoping & approach Project managers  DELIVERY

PEOPLEPROCESSES Organisation Skills Training & Development Customer Care Performance TECHNOLOGY BPR Back/Front Office Handover Accommodation Dec 2004 Implementation Telephone Contact Face to Face Contact Self-service Contact Written/ Contact CRM System Back-office Integration Communication CUSTOMER CONTACT CENTRE- THE PRESENT

JunDecJunDecJunDecJunDec PEOPLE, PROCESS & TECHNOLOGY PROJECTS PILOT IMPLEMENTATION PHASED SERVICES PARTNER SERVICES CUSTOMER CONTACT CENTRE- THE FUTURE

CUSTOMER CONTACT CENTRE- THE FUTURE BenefitsSouthend pre CCC Southend post CCC? Reduce waiting times & improve accessibility “we don’t get complaints from customers” 40% to 82% seen < 10 mins (Sheffield) 10% more enquiries resolved (Newcastle) Improve service efficiency & increase back-office capacity “we have always done it this way” Reduced transaction times, saving £335k pa (Lewisham) 74% to 94% resolved without referral to back- office (East Riding) Improved CPA assessment Currently “fair” Target “good” by 2006 All councils who have improved front office access rated “good”

ALL SERVICES ALL ACCESS CHANNELS DELIVER A CONSISTENT, IMPROVED & ACCESSIBLE CUSTOMER EXPERIENCE ONE COUNCIL