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Published byElisa Craycraft Modified over 10 years ago
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Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact Jason Williams, Corporate Web Manager Cornwall Council
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Where we were
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What we have now – Face to Face 23 One Stop Shops 36 libraries
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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
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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
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Channel shift to web
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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
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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
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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
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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*
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Cornwall Council County Hall Truro TR1 3AY Tel: 0300 1234 100 www.cornwall.gov.uk
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