Transcript BDR - PSCSF

Channel Shift
Simon Pollock
Head of Customer Service
Surrey County Council
Authors
Sarah Fogden, Cabinet Office
Bob Kamall, Cabinet Office
Carolyn Cho, Cabinet Office
Stephen Dodson, DC10plus
Marin Herbert, Student Loans Company
Simon Pollock, Surrey County Council
Surrey’s Channel Strategy
3
Table Discussion

Who are you and what do you do?

Why are you here?

Some examples of good results with Channel Shift that you’ve
had?

Is there any help you or your organisation need?

Any general comments?

One person to summarise the table please
100,000
Sep-09
Jul-09
May-09
Mar-09
Jan-09
Nov-08
Sep-08
Jul-08
May-08
Mar-08
Jan-08
Nov-07
Sep-07
Jul-07
May-07
Mar-07
Jan-07
Nov-06
Sep-06
Jul-06
May-06
Mar-06
Jan-06
Channel Shift at Surrey
Website Visitors
400,000
350,000
300,000
250,000
200,000
150,000
Channel Shift at Surrey
Phone Calls
60,000
50,000
40,000
30,000
2007
2008
20,000
2009
10,000
Jan Feb Mar Apr May Jun
Jul
Aug Sep Oct
Nov Dec
Falling Cost Per Contact
2007/08
2008/09
2009/10
Calls
590,238
540,677
490,537
Web
3,342,611
4,871,192
5,890,088
Budget
2007/08
2008/09
2009/10
****Update****
Emails
Total Contacts Increase YOY
43,429
3,976,278
47,298
5,459,167
37.3%
54,783
6,435,408
17.9%
61.8%
Cost per Contact
£ 3,135,348 £
£ 3,355,020 £
£ 3,631,438 £
15.8%
Reduction YOY
0.79
0.61
0.56
Cost per contact for April 2011 has dropped below 50p
-22.1%
-8.2%
-28.4%
one
Who’s in Charge?
Who’s in Charge?
Customer Services
Web
Team
Contact
Centre
CSI
Team
two
Good Housekeeping
three
Why Use the Public Website?
15
discussion
Table Discussion

Who are you and what do you do?

Why are you here?

Some examples of good results with Channel Shift that you’ve
had?

Is there any help you or your organisation need?

Any general comments?

One person to summarise the table please