lessons from retail: the future of multi-channel engagement with the public
DESCRIPTION
BookingBug founder & CEO Glenn Shoosmith talks to the delegates of the Civil Service Live event about the future of multi-channel customer engagement. He looks at how central government and local councils can learn from retailers' experiences in developing and implementing "digital by default" customer engagement strategies. The talk covers benefits to the public sector, including: - Improve access to services – digital by default - Improve customer service levels - Increase departmental productivity and performance - Improve data management for evidencing & reporting - Reduce departmental service delivery costs BookingBug provides flexible, secure, multi-channel appointment solutions for: Customer service centres Administration Home visits Counseling Advisory Sporting facilities Community facilities Healthcare Education Libraries Workshops Training Courses & classes Ticketed events For more information, head on over to BookingBug: http://www.bookingbug.com/governmentTRANSCRIPT
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