1. Channel Shift Simon Pollock Head of Customer Service Surrey County Council

2. Authors Sarah Fogden, Cabinet Office Bob Kamall, Cabinet Office Carolyn Cho, Cabinet Office Stephen Dodson, DC10plus Marin Herbert, Student Loans Company Simon Pollock, Surrey County Council

3. 3 Surrey’s Channel Strategy

4. Table Discussion Who are you and what do you do? Why are you here? Some examples of good results with Channel Shift that you’ve had? Is there any help you or your organisation need? Any general comments? One person to summarise the table please

5. Channel Shift at Surrey

7. Falling Cost Per Contact ****Update****Cost per contact for April 2011 has dropped below 50p

8. one

9. Who’s in Charge?

11. Web Team Customer Services Contact Centre CSI Team

12. two

13. Good Housekeeping

14. three

15. 15 Why Use the Public Website?

16. discussion

17. Table Discussion Who are you and what do you do? Why are you here? Some examples of good results with Channel Shift that you’ve had? Is there any help you or your organisation need? Any general comments? One person to summarise the table please