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Uploaded bySteven Tuck
Local gov web channel
The document discusses ways to improve customer experience and service excellence for citizens. It recommends continually improving high-volume online transactions; ensuring digital services are robust, reliable and secure; improving communication, collaboration and engagement; and sharing knowledge across the workforce to provide consistent, usable services for customers. The goal is to make it easy for customers to access services and have their needs met through a joined-up, integrated "One Council" approach.
Local gov web channel
- 1. Customer Excellence Excellencefor Citizens
- 2. Citizen First IncreasePerformance CSR07, VFM, Operational Efficiency Programme, Credit Crunch Maintain Excellence CAA, Communication, Collaboration, Engagement Improve Perception Knowledge sharing, Consistency, ONE
- 3. Increase Performance? Theweb is the least successful channel for councils Failure rates for enquiries between 10% and 40% If the online services do not work, an avoidable contact will have been created Better Connected 09
- 4. Increase Performance Continuallyimprove top transactions finding jobs, schools information, paying council tax, viewing planning registers, and paying parking fines… Dynamic user lead Q&A Focus on customer experience Must be a ‘joy’ to use Robust, reliable and secure Improve back office integration Remove any unnecessary steps/blockers which impede turnaround
- 5. Maintain Excellence CommunicationCollaboration Engagement
- 6. Maintain Excellence WidgetsHuh? We can’t drive everyone to kirklees.gov.uk Transactions Data reuse Events, Polls, Discussion, File Share Multi Platform - Mobile Devices Reusable Market Segmentation Viral via SNS etc Internal use
- 7. Improve Perception Improveknowledge sharing Q & A wizard (intranet guidelines system) Dynamic Q & A with UGC Internal & external Social Networking All staff access to same data systems
- 8. Engaging others inthe decisions we make
- 9. Improved effectiveness andefficiency, delivered through new technologies, leading to a better customer experience and an improved skill set for council employees. Improved customer service enabling easier customer access to reliable, consistent, usable services. A joined up and integrated workforce, where all employees have access to and share the information, reflecting a One Council approach.