Customer Excellence

Excellence for Citizens

Citizen First

• Increase PerformanceCSR07, VFM, Operational Efficiency Programme, Credit Crunch

• Maintain ExcellenceCAA, Communication, Collaboration, Engagement

• Improve PerceptionKnowledge sharing, Consistency, ONE

Increase Performance?

• The web is the least successful channel for councils

• Failure rates for enquiries between 10% and 40%

• If the online services do not work, an avoidable contact will have been created

Better Connected 09

Increase Performance

• Continually improve top transactionsfinding jobs, schools information, paying council tax, viewing planning registers, and paying parking fines… Dynamic user lead Q&A

• Focus on customer experienceMust be a ‘joy’ to use

• Robust, reliable and secure

• Improve back office integrationRemove any unnecessary steps/blockers which impede turnaround

Maintain ExcellenceCommunication Collaboration Engagement

Maintain ExcellenceWidgets• Huh? • We can’t drive everyone to kirklees.gov.uk• Transactions• Data reuse• Events, Polls, Discussion, File Share• Multi Platform - Mobile Devices• Reusable• Market Segmentation• Viral via SNS etc• Internal use

Improve Perception

• Improve knowledge sharing– Q & A wizard (intranet guidelines system)

– Dynamic Q & A with UGC– Internal & external Social Networking– All staff access to same data systems

Engaging others in the decisions we make

• Improved effectiveness and efficiency, delivered through new technologies, leading to a better customer experience and an improved skill set for council employees.

• Improved customer service enabling easier customer access to reliable, consistent, usable services.

• A joined up and integrated workforce, where all employees have access to and share the information, reflecting a One Council approach.