“Excellent workshop” - Head of Customer Services, Rugby BC
“Very informative event thank you” - Project Coordinator, Aylesbury Vale DC
“Excellent conference and really enjoyed the group discussions” - Customer Services Manager, Aylesbury Vale DC
“Very good conference, better than most I have attended” – Project Manager, University of the West of England
“The round tables were excellent” - Customer Contact Manager, Norwich City Council
“The conference provided some really useful ideas and gained knowledge from others” - Business Analyst, Nuneaton & Bedworth BC
“The event was extremely useful” - Customer Services Manager, Reigate & Banstead BC
“Very good conference” - Executive Director (City Services), Oxford City Council
This event provided insight and experience through presentations and case studies from those working in the Public Sector that have delivered successful Channel Shift and Self Service programmes. These presentations covered:
- 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
Police and Local Authorities are looking for effective software solutions to cut costs, transform processes, improve operational efficiency and enhance service delivery.
Astun Technology’s iShare data integration and publishing platform enables organisations to make the most of their own data, extracting it, transforming it and publishing it both internally and externally.
It can serve call centres via systems integration and citizens via the web with a rich mix of information and maps while delivering real savings through avoidable contact and transactional services.
iShare also provides a direct communications channel to citizens that subscribe to its automated My Alerts service.
Easily configured and completely automated iShare is a unique mix of the Astun’s own purpose built modules and the best Open Source components.
In use with over twenty authorities the award winning iShare platform continues to evolve to meet growing e-services needs.
Transforming Local Government
With the pressure on local authority budgets intensifying, you need a partner who can stand with you at the heart of the community you serve, engage strategically to transform operations, improve public services, control costs and meet the targets you have been set. In recent years, BT has moved beyond telecommunications to become a leading supplier of network-based IT servicesand solutions with a unique position of having built them on world-class network foundations. BT is making a big difference to public services the length and breadth of the UK with BT’s Next Generation Contact Centre (NGCC) transforming the way local authorities manage communications with their citizens, increasing efficiency and citizen satisfaction whilst offering greater agility with a cost-effective solution. This can allow you to focus your efforts where it matters – on providing the services your citizens need.
Contact your BT Account Manager TODAY or take a look at our website: www.bt.com/uk/hostedcontactcentres
Lagan specialises in providing Government to Citizen (G2C) software solutions to governments worldwide and has over 200 public sector customers from Bolton to Bermuda, serving the needs of 70 million citizens. The company provides solutions for all government tiers including local, regional, central government and the wider public sector.
Lagan Enterprise Case ManagementTM supports the service delivery functions of government, delivering improved efficiency and ensuring that public services are more citizen-centric and joined-up. Solutions offered include CRM, Contact Centres, Case Management, Shared Services and Social Services in the UK and Human Services and the Single Non-Emergency Number (311) markets in the US.
Lagan has 200 personnel across offices in Belfast, Newbury, Washington DC and Chicago.
Lagan – Connecting Governments and People
Digital interactive TV can deliver a range of services on a par with the web; fully interactive services in a safe and secure environment, personalised where appropriate, accessible and available 24/7. This combined with the prevalence and increased use of smartphones, means that call centre strategies should be including these additional electronic channels to help manage call flow, widen electronic access to all, lower the per transaction cost and increase the numbers who self serve.
Looking Local is a public sector solution dedicated to TV and mobile phones; the missing part of the electronic access jigsaw, proven to deliver efficiencies.
Contact: Guy Giles (Operations Manager) Website: http://lookinglocal.gov.uk/site/ Tel: 0845 4348540 begin_of_the_skype_highlighting 0845 4348540 end_of_the_skype_highlighting
Within UK Local Government organisations NDL’s tried and trusted integration solutions are playing a vital role in the delivery of transformational public services. The ability to provide real-time, bi-directional integration to the vast majority of back-office applications has enhanced and improved the service that a local authority can deliver. This success has also been extended to mobile platforms. More recently NDL has entered the healthcare market and is helping the NHS achieve real benefits by supporting their “connect all” philosophy. NDL also supplies solutions to Central Government departments such as health, military and police. So, whether you wish to integrate from the front-office to the back-office application or mobilise your workforce, NDL has a proven track record of delivering practical, working solutions.
Please contact us on 01937 543500 begin_of_the_skype_highlighting 01937 543500 end_of_the_skype_highlighting or email email@example.com
Parker Software is an independent software house. Established in 2003 we have offices in the USA and the UK. Parker Software develops innovative software aimed at companies that do business on the web.
Parker Software produces two flagship products: “WhosOn”, a tool for monitoring web site visitor activity in real time and “Email2DB”, a tool for integrating incoming emails with business processes.
Parker Software’s products are used by thousands of businesses, large and small, in all parts of the world. Our WhosOn product is sold both to end users and to hosting businesses who resell the service to their own customers under their own brand names.
We are a privately held company with no debt. All our software products are owned, developed & supported by us from our offices in the UK and USA.
Contact: Paul Clinton Tel: 01782 822 577 begin_of_the_skype_highlighting 01782 822 577 end_of_the_skype_highlighting Email: firstname.lastname@example.org Web: www.parker-software.com
Since 2003, Siteimprove has become a household name within the public sector, providing web management tools to more 200 councils as well as many other public bodies.
Our customers tell us they value our easy-to-use products that save them time and are affordable, as well as benefiting from our high level of customer service.
Siteimprove products are designed to fit into the everyday work requirements of a person involved with the management and maintenance of a website. They offer considerable potential to help reduce avoidable contact.
Information can be shared as well as responsibilities and tasks delegated. With a few simple steps, you and your colleagues can set up customised user groups, ensuring that each user of the service receives information relevant to their specific area of responsibility on the website. Our products cover the following areas:
- Website quality control – managing broken links, spelling errors and accessibility issues (SiteCheck)
- Web analytics (SiteAnalyze)
- Web server monitoring (SiteAlarm)
- Bespoke website search engine (SearchImprove)
London School of Economics Case Study
Managing a large educational website where content is constantly being amended by multiple editors can be a time consuming process. Information on the site needs to be up to date for both prospective and current students, with any errors being identified quickly and clearly so corrections can be made.
SiteCheck provides organisations with a web based tool that not only gives an overview of the whole website, but also detailed reports for sections of the website about broken links, spelling errors and accessibility issues.
One educational institution that is currently benefiting from the SiteCheck service is The London School of Economics and Political Science.
LSE case study
Perth & Kinross Case Study
Siteimprove services are changing website manage-ment for the better…
This case study focuses on the management and organisational changes that have emerged in the time since Perth & Kinross Council started using Siteimprove services.
Perth and Kinross case study
For more information please contact us on 0845 226 8050 begin_of_the_skype_highlighting 0845 226 8050 end_of_the_skype_highlighting
Surrey CC’s Channel Shift Experience
Simon Pollock, Head of Customer Services, Surrey CC
Serving the Autonomous Customer
Dr Nicola Millard, Customer Experience Futurologist, BT
Customers are often more connected, informed and savvy than they have ever been before. As technologies enable customers to serve themselves, the organisation is often the last port of call. Because they are often shifting between physical, phone based and internet based channels, they spot inconsistencies easily. As a result, human channels such as the contact centre and the front desk face a significant shift into complexity. How and why do customers use different channels? Are new technologies creating different customer behaviours? How do traditional channels need to respond to this change in customer demand?
- Customers are changing in the way in which they seek advice.
- New technologies – such as smart phones and social networks – are creating new demands on customer experience design.
- 60% of customers continuously change channels.
- Self service changes demand into human channels.
- Contact centres and front desk operations need to shift towards ‘networked expertise’.
Award Winning Channel Shift – What it looks like and how you can do it!
Mike Saunt, Chief Technology Officer, Astun Technology
Astun Technology are the technology partner that have helped South Tyneside Council deliver an Award Winning Channel Shift Programme and Mike will talk attendees through the Why’s and more importantly the How’s along with the outputs/successes of the Programme and identify how South Tyneside improved:
- Savings: reduced calls etc – use of Open Source
- Service: Having both a call centre and the public using the same technology to record Highways issues means less duplication.
- Satisfaction: Localism / collaboration with Planning policy. Getting comments from the public on proposed redevelopments
A Pragmatic Approach to Application Integration
John Kos, Sales Manager, NDL
Integration with back-office systems can be a major technical and financial obstacle to achieving effective channel shift, whether the strategy is based around CRM, self-service or the mobilisation of community based staff. This session will illustrate how three local authorities have overcome integration issues using a low cost, pragmatic approach to application integration:
- Corby Borough Council: Contact Centre, single interface to back-office systems
- Rochdale Borough Council: Street scene, streamlined service delivery
- Bristol City Council: Social care, online self-referral
Connect Digitally – Making channel shift happen
Amanda Derrick, Programme Director, Connect Digitally Programme
The Award winning Connect Digitally Programme is leading 152 local authorities in transforming key transactional services by:
- moving towards digital as the default channel
- driving down service delivery costs
- realising benefits and cashable savings
- reducing bureaucracy
- improving service quality for citizen
To “Shift” or not to “Shift”, that is the question.
Amanda Brooke-Webb, Head of Customer Services,Buckinghamshire CC
Buckinghamshire CC have done much work in the area of Channel Shift with varying results. Amanda gives an insight into the various projects and highlight successes and failure points. She will focus on the following areas:
- Libraries: in which there have been some successful and not so successful channel shift activities
- Transport: lots of channel shift with some unintended consequences!
- Online payments
Amanda will also reflect on areas in which they have yet to crack Channel Shift such as Social Care & School Admissions.
Looking Local & North Lincolnshire Homes – NLTV North Lincolnshire Council has teamed up with North Lincolnshire Homes, Humberside Police and NHS North Lincolnshire to provide a digital TV channel which will allow residents to access a range of services from the comfort of their own home. Residents can report environment issues, renew library books and request various council forms, all without leaving their home. The digital channel, NLTV, can be accessed through Sky or Virgin Media’s interactive services option, all viewers need to do is enter the key 6588 (nltv). The channel can also be accessed on a mobile phone or Nintendo Wii by visiting www.lookinglocal.gov.uk. The channel not only provides access to a range of local services, but also the latest job vacancies in the region are advertised along with local and national travel information. Services provided by North Lincolnshire homes through NLTV include:
- Contact information
- Report repairs and anti-social behaviour
- Request form and information
- Information about homes and tenancy.
North Lincolnshire User Guide
North Lincs User Guide
Virtual Town Hall Plus
Bringing social media to the masses via Digi TV
Virtual Town Hall
Deploying interactive communications technology for tenants in sheltered accommodation
This guidance is based on the experience of the Virtual Town Hall + project team and their quest to launch a new technology project for tenants in sheltered accommodation.
Deploying ICT in Sheltered Housing