The document discusses developing a customer access strategy and channel shift for Surrey County Council. It recommends focusing on improving online services and the website as the primary channel while still offering contact center support. Key points include designing all new services for 24/7 web access first, empowering public users with website administration rights, and analyzing contacts monthly to identify opportunities to move more transactions online.

1. Developing a Customer Access Strategy for a Lean Future Simon Pollock Head of Customer Service

3. Channel Shift

4. 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

6. 1. The internet is not always the best channel

10. Channel Hopping

11. 2. Place One Person in Control

12. Who’s in Charge?

13. Who’s in Charge?

14. Channel Shift at Surrey

15. Channel Shift at Surrey

16. 3. The Contact Centre Use the Public Website

17. Use the Public Website

18. 4. Don’t Build Internal Knowledge Systems

19. Don’t Build Internal Knowledge Systems

20. 5. Look at the Exit Pages

22. 6. Compare Conversion Rates Across Channels

23. 5% 42%

24. 7. Don’t Launch “Internet Only” Services

25. Don’t Launch Web Only Services

26. Don’t Launch Web Only Services “ It is unlawful for a public authority to discriminate against a disabled person in carrying out it’s functions”

27. 8. Don’t Pay by Transaction for Outsourced Calls

28. Don’t Pay by Transaction for Outsourced Calls

29. 9. Don’t Reinvent the Wheel

30. Don’t Reinvent the Wheel

31. 10. Engage Marketing and Comms Experts

34. The Top 10

36. Surrey’s Contact Strategy

37. Contact Centres Demand for contact stimulated Customer chooses channel Contact arrives Contact handled Contact resolved.. or not…. by us or others Where we have been focussing

38. Contact Centres Demand for contact stimulated Contact arrives Contact handled Contact resolved.. or not…. by us or others Where we are now focussing Customer chooses channel Customer chooses channel

39. Surrey’s Channel Strategy

41. Customer Services Contact Centre Web Team CSI Team SALDR BLUE BADGE STUDENT FINANCE FARE CARDS

44. Channel Shift at Surrey

45. Channel Shift at Surrey

46. Channel Shift Benefits

47. Surrey’s Contact Strategy - Crossovers

48. Contact Centres Demand for contact stimulated Contact arrives Contact handled Contact resolved.. or not…. by us or others Where we are now focussing Customer chooses channel Demand for contact stimulated

52. Surrey Pothole Process

53. Surrey Pothole Process £20 £20 £20 £20 £10

54. Surrey Pothole Process

55. Surrey Pothole Process £10

57. Surrey Pothole Process 20p

58. Surrey Social Care Process £10

60. Paddling Up Stream

62. Discussion Points

64. Quick Wins