1. Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact Jason Williams, Corporate Web Manager Cornwall Council

2. Where we were

3. What we have now – Face to Face 23 One Stop Shops 36 libraries

4. What we have now - Phones 17 Published Numbers Camborne General Enquiries Council Tax & Business Rates Roads Transport & Parking Housing Refuse & Recycling Adult Care & Support Planning Children, Schools & Families Registration Environmental Health & Licensing Libraries Environmental Management Fire & Community Safety Elections Trading Standards Councillor Line Liskeard Benefits

5. What we did Merged 4 contact centres into 1 & reduced over 60 published phone numbers to 16 0300 numbers Migrated most* council services to a single cross skilled contact centre (*except Benefits) Adopted Lean System Processing to remove ‘waste’ & enable a ‘value’ (quality) approach to call handing Corporate directive that Web & Contact Centre will ‘front’ council services Skills knowledge & authority transferred from council services to the Contact Centre through extensive in house training programme to enable 80%+ call resolution at the first point of contact Technology enabled ‘Channel Shift’ & increased efficiency

6. Channel shift to web

7. Web - Where we were 6 district and 1 county websites 100+ sub-sites and brands 100k pages much of it duplicated 350k per month visits to all the sites 7 different versions of all online systems

8. What we did Migrated main sites into 1 Reduced page count to 6k Launched with a first month of 200k Corporate buy-in for approach online

9. What we have now? Over 700,000 visits per month online Over 2500 forms submitted online 850k per month payments Single major systems tied together with one user account – SSO Feature rich website which is super SEO enabled – mobile enabled Implementing quality standards for content

10. The future – a commissioning council Virtual Face To Face – Telly-talk (or similar) Phone self serve - Mitel Customer self serve – Lagan CRM Home working Signposting Social engagement Maintain and manage Inclusion and the un-impressed Commercial offering to partners*

11. Cornwall Council County Hall Truro TR1 3AY Tel: 0300 1234 100 www.cornwall.gov.uk