lessons from retail: the future of multi-channel engagement with the public

Civil Service LiveLessons from Retail

Glenn ShoosmithCEO

So lets talk about online engagement

1/20th the cost of a phone call1/30th the cost of post

So why aren’t you engaging online

Retails know this

Not all retailers are waiting for Mary Portas to solve all of their issues for them

Pets at Home offer in stores services..

For dog and cat nutrition

Using online channels boosted engagement by 400%

So lets talk about Government

You offer over 650 delivered servicesYet only a fraction of them are bookable online

Lets pick an example of a library

Who run events..

And hire people in

The Library has targets to hit to get funding

The library advertises this in the local paper

Someone might call?

..and no-one shows

Which is sad for the entertainer

Which means the library misses it targets

Any retailer that worked this way would be out of business a long time ago

How it should have worked is much better

?Omnichannel

Which means people new about it

They turn up

You have tracking and accountability

You have evidence for LAA grants

You have a nice email list contacts

People think of bookings systems often as one thing..

• Appointments, Time, Day, Week• Classes, Courses• Events – with complex ticket types• Free, Paid, Deposits, Credit• Booking and Managing Staff• Booking and Managing Resources• Block and Bulk Booking• Vouchers, Discount, Coupons, Deals

The single customer view - retailers are using it across different departments – and so can you

Libraries

Sports

Culture

Parks and Environment

Children and Education

Adoption and Fostering

Parenting Support

Schools and Playschemes

Adult EducationHealth and Adult Social Care

Finance and Customer Service

Planning, Property and Regeneration

Housing and Benefits

Business, licensing and consumer advice

Key Points

• Adoption is much easier than you think• It doesn’t cost as much as you think• It doesn’t need a massive tender framework• It doesn’t need a big Systems Integrator• Reduces cost and reduces overhead• Self-service by default!• Helps you track targets for evidencing

Central Government

• We have a shared platform for Local Gov to keep costs down

• We have dedicated platforms for central Gov• If it work for a massive retail chain with shops around

the world – it can definitely work for you

Central Government

• Retailers Care about customer experience• You care about:• Targets ?• Specifications ?

Target: Customer must have choice!Specification: 3 choices at all timesResult: Unusable interface

We’re awesome at booking stuff – come and talk to us

• We understand customers journey• We understand haw to scale to multiple uses• We understand open data and open API’s

Civil Service LiveLessons from Retail

Glenn ShoosmithCEO