PSCSF Newsletter #2
w/c 14th March 2011


1. Channel Strategy Template & Surrey CC Channel Strategy
2. News
3. Features: Walsall 24, North Lanarkshire Channel Shift for Winter Weather, Socitm Channel Shift Workshop coverage

4. Channel Shift & Self Service Conference & Workshops
5. A.O.B


We’ve got some interesting bits to share with you this week; the channel strategy template that we have had many requests for, some lessons learnt from the 24 hour social media customer service project at Walsall MBC, how North Lanarkshire implemented a successful channel shift programme to cope with the winter weather, a good roundup of the activity at Socitm’s channel shift workshop yesterday plus lots more.
Next week we’ve got our 1st Public Sector Customer Services Networking Breakfast from the top of the BT Tower and we will be bringing you lots of useful discussion and content from that.
First of all, we’ve had a lot of requests for the Channel Strategy Template provided by PSCSF legend, Simon Pollock, Head of Customer Services at Surrey CC and contributor to the Cabinet Office’s “Channel Strategy” document.

This template, along with Surrey’s own Channel Strategy can be found on the PSCSF website as part of the 2010 Public Sector Customer Services Forum page

Scroll down to Simon resources and you can download these and his presentation from the day

Single customer view ‘aids public and private sector organisations’

LGA hails innovative new library services

Control Rooms Become Local

Birmingham City Council call centre under fire for poor service

Leeds City Council unlocks additional value from Sabio contact centre technology support contract

Civil Service Union Answers Calls to Escalate Action


North Lanarkshire’s Winter Weather Channel Shift Success

North Lanarkshire Council prides itself on delivering relevant and up to date information to its residents, putting service and people first. North Lanarkshire Council is Scotland’s fourth largest local authority and dedicated to delivering best value, sustainable service to the people and businesses of North Lanarkshire.
Read More

WALSALL 24: Case study: 12 thoughts on tweeting what local government does in a day

Funny how an unremarkable Spring day in the West Midands can go down in history. From 6am on March 4, an audience of 116,273 on Twitter got to hear about the Walsall 24 experiment staged by Walsall Council. The above are the first 2 lines from Dan Slee’s blog.
Read more

Better Served: Customer Access, Efficiency and Channel Shift Workshop Coverage

SOCITM ran a workshop for interested parties yesterday (15th March) with involvement from Birmingham City Council and Surrey CC as organisations that have deployed channel shift programmes. Although we weren’t present, we monitored the Tweets coming from the workshop to provide the following commentary
Read more


The PSCSF Public Sector Channel Shift and Self Service Forum
“Improving Savings, Service & Customer Satisfaction”
18th May 2011
The Barbican Centre, London

The public sector can provide citizens with access to information and services via the web, mobile or automated call handling whenever is convenient for them, 24 hours a day, 7 days a week without additional staff support.

Citizen self service communication improves service delivery whilst significantly reducing the cost per interaction.

Building on the output from the 2010 Public Sector Contact Centre & Customer Services Forum run in November last year, the Public Sector Customer Services Forum (PSCSF) are producing and delivering an interactive 1 day event that looks at why public sector organisations should engage in a channel shift strategy and how efficiency & cost savings can be produced by  providing services through channels where citiziens can “self serve”

Through presentations and case studies from those working in the Public Sector that have delivered successful Channel Shift and Self Service programmes, delegates will understand:

  • the importance of  efficient & effective service delivery around the needs and expectations of their citizens
  • the importance of the development of a multi-channelled customer contact strategy that they can use confidently and at anytime.
  • deliver significant cost savings for the organisation

For further information, click here


We have 4 workshops that we are looking to run in late May/June looking at the 4 following areas

Public Sector Customer Insight workshop

Public Sector Customer Service Skills workshop

Public Sector Customer Service Strategy workshop

Public Sector Leadership & Managing Change workshop

We will be running these on a “demand led” basis so if any are of interest, please let us know

A couple of interesting bits have caught our eye over the last week or so.

First of all, an interesting blog post from friend of Public Sector Forums and SITFO CEO, David Gale titled “Not every cloud has a silver lining” which those looking at Virtual Contact Centre environments should take a look at:

And for those who are looking more and more at the possibilities of Social CRM, some US case studies

That’s all from us this week

The PSCSF Community Team

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