1. Our Digital Journey Esther Gunn-Stewart
Interim Head of Customer & Digital

2. Underpinned by a robust performance management approach
“North Ayrshire Council will provide cost effective access to high quality services. We will be recognised as a leader in service provision, continuously reviewing and improving what we do”
Right first time
Deliver
efficiency savings
Channel Shift
Failure demand
Committed to continuous improvement and innovation
CUSTOMER
Development of highly skilled
and motivated
staff
Consistent service delivery
Underpinned by a robust performance management approach
Customer Service Strategy

3. Our Strategy
Face to Face
Digital
Telephone

4. Our Projects Waste Processes (Bins)
Free school meals & clothing grants
Corporate
Complaint Procedure
Develop an online account
Website review
Report a repair
Review Scottish Welfare Fund
Payments
View my rent
Ebilling for Council Tax
Customer charter
Special uplifts
Extract Request

5. Our Approach
Kai Six Sigma
Measure
Analyse
Improve
Control
Define

6. Customer Service Unit Pre 2012
Arran
Island officer (Grade 12)
Ass Island Officer (Grade 10)
Admin officer (Grade 7)
Senior Clerical Assistant (Grade 4)
Solicitor to the Council
Customer Services Manager
Team Leader 22 hours per week
7 Customer Services Advisers
Team Leader 32 hours per week
12 Customer Services Advisers
Team Leader 13 hours per week
Team Leader 25 hours per week
5 Customer Service Advisers
2 FTE Largs Local Office
Reception and area based staff (3)
2FTE Saltcoats Local Office
Team Leader 22 hours per week temp
Lagan system admin (Grade 7) temp funding
4 team leaders, 3 part time, managing 37 advisers over 6 locations. The ratio of team leaders to advisers is 1:14

7. Current Structure Team Manager Operational
Operational Manager Contact Centre
2x CS Team Leaders
20 Customer Service Advisers
Operational Manager
Customer Service Centres
2 CS Team Leaders
15 Customer Service Advisers
1 Lead Registrar
Business Development Manager
4 FT Business Improvement Officers
2 x Trainee BIO
Business Improvement Assistant
1 FT Business Improvement Officer (Training)
Web Analyst
2 x Web Author
Complaint & Feedback Manager
Business Improvement Officer (Complaints)
Arran

8. Our approach Customer and staff engagement Insight Surveys
Focus groups
Customer and
staff engagement
Our approach
Service reviews
Service champions
End to end process
Structured approach
Lean 6 sigma tools
Agile approach
Track record of delivery

9. Customer Insight Identify key groups with interest and influence
Customer Surveys
Customer Focus
Groups
Analyse existing
demand information
Create and use
customer personas

10. People’s Charter Aligned with values Training & Development
Reward & recognition
Measure performance
Input to shaping future of service

11. Customer Insight Importance of mobile technology
Impact of “number withheld”
Changes to terminology
Simplify e-forms

12. Success Customer % of complaints Satisfaction increased
from 91% to 98%
with 74% of
customers delighted
% of complaints
closed on time increased from
78% to 91%
% of calls answered increased from 84% to 95%
Queue times in
our service centres reduced from 12 minutes to 4 minutes

13. Telephony Performance
Average customer wait time reduced by 39%
Averages based on last 3 months on Avaya System and first 3 months on Liberty
Average advisor wrap time reduced by 55%
Calls answered per month up to 96%
Calls answered per month up to 96%

14. Case Study Free School Meals & Clothing Grants 0845 number
Seasonal peak
High level of repeat calls
Ability to deliver proof of concept for channel shift

15. Money released via BACS
Process
Customer visits
office
Completes form
Provides proof
Application keyed to
SEEMIS
Payment authorised
Money released via BACS

16. Eform completion, proof checked, info keyed to SEEMIS
Process
Customer calls
Contact centre
Eform completion, proof checked, info keyed to SEEMIS
Money released
via BACS
Payment authorised

17. Email updates to customers
Process
updates to customers
Pre application
checks
Online
confirmation
Info keyed to SEEMIS
Payment authorised
Money released
via BACS

18. Process Email updates to customers Info extracted from Benefit system,
matched against SEEMIS, application
created on SEEMIS & Lagan
Payment authorised
Money released
via BACS

19. Case Study Free School Meals & Clothing Grants Results
60% of applications for 2015 done online or via auto-renewal
59% reduction in call volumes from 2012 to 2015
22K reduction in costs from 2013 to 2015
Free School Meals & Clothing Grants Results
60% of applications via self-service
59% reduction in call volumes
20% reduction in failure demand
£22k reduction in costs

20. Case Study Free School Meals & Clothing Grants Results
92% of customers delighted
84% of customers rated the
service 5/5 for ease of use
Satisfaction levels for telephone access also increased

21. Clothing Grants & Free School Meals
20% reduction in failure demand
92% of customers delighted
Calls answered per month up to 96%

22. Customer Testimonials
“online so much quicker”
“service was much quicker than last year and all the staff were very helpful”
“very quick and easy this year”
“brilliant service”
“exceptional service”

23. 3 Key steps Get the right people into the right jobs
Customer led design
Design for the majority