Public Sector Customer Service Forum21st February 2013
Web Transformation
Ceri EvansService Development Manager
Rhondda-Cynon-Taff
Website Provision
A Tactical Switch? A Tactical Switch?
Baseline Position
• PETE TO GET IMAGEWhat was our ‘Baseline’ Position ?
The ‘Old’ Site
A ‘Key’ Improvement Drive. . .
Web on the Move…
• Website Demand increased by 98% (Compared to 08/09 baseline)
• Customer Satisfaction now up to 86% (all time high!)
• Welsh Language Provision 80% (Baseline 7%)
• Accessibility – 2nd Wales, 12th UK (Sitemorse Ranking)
• Website Availability 99.7% (including planned downtime)
• SOCITM Better Connected 2012 - Top 3 in Wales, Top 25 UK Website
• Silo Sites reduced from 37 to less than 10 (incl. partners)
CHANNEL SHIFT . . .
CHANNEL SHIFT . . .
Tel91%
F2F2%
Web7%
Channel Share: Bulky Collections(2009-10)
Channel Share: Bulky Collections (2012-13 forecast)
F2F2%
Web23%
Tel75%
Bulky Waste Collections
First full Year of Web This Year…
Percentage Change
2009-10 2012-13
Tel 91% 75% -16%
F2F 2% 2% 0%
Web 7% 23% +16%
• 23% Web from Nil Base
• 7,300 requests now On-Line as opposed to taking a call. • Call Volumes reduced by 53%
CHANNEL SHIFT . . .Streetcare & Waste
Channel Share: Streetcare and Waste(2009-10)
Tel84%
Web9%
F2F7%
Channel Share: Streetcare and Waste(2012-13 forecast)
Tel63%
F2F14%
Web23%
First full Year of Web This Year…
Percentage Change
2009-10 2012-13
Tel 83% 63% -20%
F2F 7% 14% +7%
Web 9% 23% +14%
• 23% Web from Nil Base
• 16,900 requests now On-Line as opposed to taking a call. • Call Volumes reduced by 35%
CHANNEL SHIFT . . .e-Payments
Percentage Change
2009-10 2012-13
Tel 16% 14% -2%
F2F 54% 10% -44%
Web 10% 31% +21%
Touchtone 18% 19% +1%
Kiosk 2% 26% +24%
Early Years… This Year…
• 76% Payments Self Service• 78,746 SelfServe transactions opposed to taking a call or a visit . • Think wider than just web !
Channel Share: Payments(2009-10)
Web10%
Tel16%
F2F54%
Touchtone18%
Kiosk2%
Channel Share: Payments(2012-13 forecast)
Web31%
Tel14%
F2F10%
Touchtone19%
Kiosk26%
1. Use of consistent shorter URL - www.rctcbc.gov.uk/payments
2. Use of Promotional Images, Home, Landing, Service Pages, Transactional Navigation.
3. Exploiting the use of Contact Centre Queue and Out of Hours Call Messaging
4. Pro-active “sign-posting” to the Web via Face-to-Face and Telephone Advisors.
5. Animated Video Feeds on Plasma / LCD Screens at One-Stop-Shops.
6. Use of Public Access Kiosks (20 across RCT)
7. News Articles in “FREE” Council Newspaper “Outlook”
8. Pro-active Press Releases to the local media / Social Media Links.
1. Using key customer insight information, to pro-actively highlight services based on trends (e.g. Seasonal)
10. Pushing Transactional Services through the Search Engine… “Recommended Results” or “Suggestive Search”
10 Tips to Encourage Channel Shift . . .
For further information, please contact . . .
Ceri Evans
Service Development Manager
Tel: (01443) 444403
email: [email protected]
