to interaction and beyond emma rodgers senior campaigns officer
TRANSCRIPT
To interaction and beyond
Emma RodgersSenior Campaigns Officer
Today’s session
The case for SM at SCCOur journey Case studies
The CS point of view Top tips
Next steps
The background
• Committed to ensuring Staffordshire is an excellent place to live, visit and invest in.’
• Direct link between satisfaction, value for money & council accessibility and quality of services [Reputation tracker]
• Similar link to being involved in decision making • Drive for innovation and transformation
Residents told us…. They want to access us quickly and easily More self service Vfm and efficiency Responsiveness & flexibility More involvement in decision making
Changed landscape
Our Journey
Our Journey
Our Journey
#Potholes
Improvementsto SM audiences Listening SM reporting influenced policy CS integration34% - webpage via SM
#talkalcohol
Debuted on SMLive twitter chats Drove traffic to websitePositive toneInteractive game
#leekimprovements
Engaged with new people Concerns informed communicationsMinority that was self moderatedWent to where the conversations were
Care Quality Green Paper
#greenpaper #social care
SM used for consultation Easier to digest Results reported New conversations
Care Quality Green Papershirleyayres 9:39am via web @GleefulKaz I'd like to see every council running a similar survey! Defining quality in #socialcare @BracknellForest @StaffordshireCCSoTCityCouncil 9:33am via HootSuite RT @StaffordshireCC: Have your say about the quality of social care services in Staffordshire. Complete our online survey at ow.ly/cPh1Fshirleyayres 9:30am via web @StaffordshireCC I'd have liked a Q about how people are using the internet to obtain info, advice & support about #socialcare services!wispame 9:26am via web RT @shirleyayres: Kudos @StaffordshireCC inviting comments on quality of their #socialcare services through an online survey. Any other councils doing this?GleefulKaz 9:25am via Twitter for iPhone @BracknellForest - care to comment? twitter.com/shirleyayres/s… @shirleyayres @StaffordshireCCbrumLINk 9:23am via web RT @shirleyayres: Kudos @StaffordshireCC inviting comments on quality of their #socialcare services through an online survey. Any other councils doing this?
Care Quality Green PaperStaffordshireCC: Still time to come and join our focus group and air your views on the Quality of Care Services. #Stafford Gatehouse. starts 1pm today 11:05am, Aug 22 from HootSuite GerryStokeGSK: @StaffordshireCC muppets the most vulnerable cant bloody get there use your brains, you say quality WAKE UP CARE IN STAFFS IS SHOT GerryStokeGSK Aug 22, 2:55pm via Web @StaffordshireCC your social services department is a joke cutting care, basically leaving 999 to do your dirty work.....not fit for pGerryStokeGSK: CHOICES CARE USELESS COMPANY 1 OF ,MY CARERS NOT TURNED UP AGAIN @StaffordshireCC THIS IS THE MESS YOU MADE OF CARE 12:32pm, Aug 23 from Web StaffordshireCC: @gerrystokegsk We have passed on your concerns. Happy to organise a Community Worker to come and see you. If so please get in touch 4:16pm, Aug 23 from HootSuite GerryStokeGSK: @StaffordshireCC yes i would love that to happen 8:04pm, Aug 24 from Web
Hannah Cotton-DiederichCustomer Service Manager [Access]
To interaction and beyond
Customer Service Vision
“A transformed customer service operation at the heart of the council, to improve our understanding of citizens and provide a
consistent, high quality customer service and experience.”
The Goal
Improve customer service
Improve customer access
Create demand
Create cost efficiency
A CS Viewpoint
Customer Service takeover August 2012
Twitter ‘Take 2’
Our reality
The good bits…
CRM
CS Tips
Top five tips Find the ROI/Value for money Flexibility Relationships Everyone can do but still good to have experts/find the right fit Build into reporting at the earliest stage with a focus on outcomes to keep senior team on-board
Target
Achieved
£
What’s next? E-zine launch & email marketing Customer digital charter Campaign to promote SM as contact channel and transactions Improving what we have & future scanning Staff social media campaign Defining our e-offer across SCC & with partners Evaluation Engagement and consultation
Photo credits to be added once finalised
Emma Rodgers [email protected]; @EmmaRodgers T: 01785276804
Hannah Cotton – Diederich [email protected]: 01785277245 Credits Photo credits: Compfight http://compfight.com/ Our Journey: Easel.ly Ideas: Darren Caveney