News

1. Customer contact first for Buckinghamshire
2. Study Reveals Customer Service is a Team Effort
3. Contact centre helps water firm improve
4. Council draft in extra agents to handle bin calls
5. Project may not meet targets despite call centre success

Features

1. Customer Services & Contact Centre functions critical to the re-invention of Local Government
2. The PSCSF Public Sector Channel Shift & Self Service Forum: Event Resources
3. Low Cost Local Service Delivery in Action:- Tellytalk in the Dale and Valley Housing Association
4. Nuneaton & Bedworth BC – Information Technology & Communications Review Values
5. UK Councils – Customer Access Index March 2011
6. UK Councils Social Media Reputation Index for May 2011

Associate Spotlight: Astun Technology

PSCSF Member Survey

Hello    ,

Loads of useful stuff in this week’s newsletter and with the influx of new  members joining us, many from government organisations from across the globe, we will be looking to start a new feature each week where we “introduce” a PSCSF member to the rest of the community, identify his/her objectives and see if we can start to network different skillsets and common objectives.

First of all, congratulations to Buckinghamshire CC’s Customer Service Team who have acquired the “golden fleece” of Customer Service awards, the Customer Service Excellent Standard, read more in the news……..

Stuffwise, we’ve got the write-up from the inaugural PSCSF networking breakfast held at the top of the BT Tower, some useful output from Petar Balac and his team at Nuneaton & Bedworth Council around their ICT review process, some very useful additional resources in the Channel Shift & Self Service event section plus a video produced by Dale & Valley Housing Association in the North East on their use of TellyTalk technology.

Our Associate spotlight this week falls on Astun Technology, the technology partner involved in South Tyneside’s award winning Channel Shift programme.

Finally, we’re after a couple of minutes of your time to fill in the PSCSF Members Survey. Your input will shape the content and offline activity for the next 12 months so to make PSCSF as relevant to your role and objectives as possible, have your say.

NEWS

Customer contact first for Buckinghamshire
http://www.pscsf.org.uk/?p=2809

Study Reveals Customer Service is a Team Effort
http://www.pscsf.org.uk/?p=2838

Contact centre helps water firm improve
http://www.pscsf.org.uk/?p=2842

Council draft in extra agents to handle bin calls
http://www.pscsf.org.uk/?p=2846

Project may not meet targets despite call centre success
http://www.pscsf.org.uk/?p=2849

FEATURES

Customer Services & Contact Centre functions critical to the re-invention of Local Government

The write-up of the inaugural PSCSF networking meeting which was hosted by BT at the top of the BT Tower. 20 Senior Customer Service & Contact Centre Managers met to discuss the current issues facing them and their organisations.
http://www.pscsf.org.uk/?p=2775

The PSCSF Public Sector Channel Shift & Self Service Forum: Event Resources

If you missed the presentations and supporting material from our Channel Shift & Self Service Forum that we ran in London on 18th May, you can access them all plus additional info from Looking Local on the North Lincolnshire Homes Digi TV service and some interesting case studies from SiteImprove.
http://www.pscsf.org.uk/?p=2716

Low Cost Local Service Delivery in Action:- Tellytalk in the Dale and Valley Housing Association

Very interesting video made by Dale & Valley Housing on their use of TellyTalk technology.
TellyTalk is a mediated, transactional service aimed at all customers, particularly the elderly and vulnerable. It enables organisations to centralise the delivery of their community focused face-to-face strategy, reduce the number of front line buildings, eliminate the need for an Outreach service
and bring in partner organisations in Central and Local Government and the voluntary sector.
http://www.pscsf.org.uk/?p=2814

Nuneaton & Bedworth BC – Information Technology & Communications Review Values

At a recent meeting with Nuneaton & Bedworth BC, I was shown some of the work that was taking place with regards to a review of their Information Technology & Communications service. Brainstorming sessions with regards to what stops people doing their jobs, what the “customer” wants and core values had been carried out and the good people @ Nuneaton & Bedworth were happy for us to share this with you as a “starter for 10″for any reviews that you might carry out
http://www.pscsf.org.uk/?p=2822

UK Councils – Customer Access Index March 2011

Based on aggregated data from 70 UK councils, gathered monthly through www.GovMetric.com

This month:

  • Monthly Spotlights  – Highest multichannel satisfaction scores
  • Monthly Spotlights  – Highest per channel satisfaction scores
  • Council Spotlight: The London Borough of Sutton
  • UK Councils -  Channel Access Ratios
  • UK Councils – Highest volume service demand
  • Methodology for Monthly Spotlights

UK Councils Social Media Reputation Index for May 2011

This month:

  • The top 20 UK councils for online reputation
  • “With the rise of the internet, everybody’s a publisher”: Controlling reputations, controlling Twitter
  • Who is your ‘Mr Monkey’?
  • The Media Mix – News v Blogs v Twitter etc

http://www.pscsf.org.uk/?p=2860

Associate Spotlight: Astun Technology

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.

For more on the innovation led Astun Technology plus the case study on South Tyneside’s award winning Channel Shift programme, go to: http://www.pscsf.org.uk/?p=1081

PSCSF Member Survey

And finally, were keen to know what you’re up to, what you want information and content wise from us at PSCSF so spare us a few minutes to take part in our survey and help shape the future content of the PSCSF.
http://www.surveymonkey.com/s/XYQRTFP

That’s all for this week.

The PSCSF Team

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