© ROL SOLUTIONS LTD. 2015 GOVMETRIC, SERVMETRIC AND THE SMILEY FACES LOGO ARE ALL REGISTERED TRADEMARKS OF ROL SOLUTIONS LTD.

PSCSF  Presenta,on  

THE AGENDA

•  Retail  Leads  the  Way  •  The  Digital  Strategy  •  Is  there  s,ll  a  place  for  Customer  Choice?  •  Do  your  services  meet  the  needs  of  the  customer?  •  When  do  you  start  to  measure?  •  Measuring  the  shiB  •  Measuring  the  Customer  Experience  •  Measuring  Customer  Sa,sfac,on  •  A  Case  Study  

RETAIL LEADS THE WAY

Retail  increasingly  responds  to  customer  demand  with  new  and  innova,ve  solu,ons  to  deliver  what  customers  want,  cheaper  and  more  efficiently.      

If  you  want  to  buy  chocolate,  you  can  shop  on  the  high  street,  by  mail,  online  or  even  via  social  media.      

So  if  that  is  the  case…  Why  can’t  public  sector  sell  its  services  via  social  media?  Pest  Control,  Green  Bin  Collec,ons?  

THE DIGITAL STRATEGY

Is  your  strategy….    •  How  would  you  define  your  digital  strategy?  

•  Digital  by  Default      •  Digital  by  Design      •  Digital  by  Preference  

IS YOUR STRATEGY….

or  

IS THERE STILL A PLACE FOR CUSTOMER CHOICE?

•  Is  your  channel  migra,on  strategy  only  one  way?  •  Are  you  only  migra,ng  services  online  or  are  you  moving  services  between  channels  based  on  customer  need  or  contact  preference?    

•  Are  all  your  services  being  driven  online?  •  Are  you  looking  for  100%  digital  transac,ons  and  how  are  you  going  to  achieve  this  without  any  customer  detriment?    

•  How  are  you  managing  the  socially  disadvantaged?  •  Not  all  customers  have  a  contact  preference  for  online  services…  as  such  how  are  you  managing  those  who  are  disabled,  have  English  as  second  or  even  third  language  or  refuse  to  engage  with  online  services?  

DO YOUR SERVICES MEET THE NEEDS OF THE CUSTOMER?

•  Direct  Service  Delivery    •  Do  customers  value  services  more  or  less  when  delivered  by  the  Local  Authority?  

•  Do  your  customers  trust  you  as  a  council  or  trust  in  your  online  processes?  

•  Do  you  have  processes  or  KPI’s  to  measure  the  outcome  of  the  customer  experience?    

•  Contracted  Services  •  Do  customers  trust  private  sector  businesses  to  deliver  what  they  need  over  that  of  services  delivered  by  public  sector?  

•  Do  you  have  processes  or  KPI’s  to  measure  the  outcome  of  the  customer  experience?  

 

WHEN DO YOU START TO MEASURE?

When  do  you  start  to  measure  the  customer  experience?          

Understand  the  customer  experience  prior  to  the  change  • Customer    Sa,sfac,on  Measures  • Customer  Surveys  • Mystery  Shopping  • Customer  Journey  Mapping  

Understand  the  customer  experience  during  the  change  • Customer    Sa,sfac,on  Measures  • Customer  Surveys  • Mystery  Shopping  • Customer  Journey  Mapping  

Understand  the  customer  experience  aBer  the  change  • Customer    Sa,sfac,on  Measures  • Customer  Surveys  • Mystery  Shopping  • Customer  Journey  Mapping  

MEASURING THE SHIFT

MEASURING THE CUSTOMER EXPERIENCE

GovMetric  Mystery  Shopper  Forget  what  you  know  about  Mystery  shopping…  The  complete  mystery  shopping  programme,  designed  for  local  Authori,es  

•  Scenarios  and  Scoring  designed  by  sector  experts  

•  Paper-­‐free  processes  deliver  lightning  fast  results  

•  Automated  alerts,  built  in  workflow  and  scheduled  reports  measure  the  whole  customer  experience  

•  Significantly  reduced  management  overheads  

 

MEASURING CUSTOMER SATISFACTION

CASE STUDY

2014,  Southwark  launched  its  Housing  Self-­‐Serve  portal,  which  is  available  to  Housing  customers  using  their  personal  MySouthwark  account.    When  a  housing  repair  is  reported  as  complete  by  one  of  Southwark’s  contractors,  an  email  is  automa,cally  sent  to  the  customer  from  the  council’s  CRM  system.  This  email  informs  the  customer  of  the  comple,on  status,  and  provides  a  link  to  the  GovMetric  survey  site.    The  survey  assesses  a  range  of  service  delivery  aspects,  including:  

•  Right  First  Time  •  Non-­‐Compliance  •  Adherence  to  processes  •  Quality  of  the  repair    •  Customer  Service  Skills  •  Time  

CASE STUDY

GovMetric  is  a  mul,-­‐channel  solu,on,  which  has  enabled  Southwark  to  replicate  the  survey  by  providing  a  mediated  service  on  the  telephone  channel.    

Southwark  aims  to  carry  out  a  minimum  of  1600  surveys  for  completed  repairs  each  month,  plus  a  further  200  surveys  for  overdue  repairs.  Informa,on  obtained  through  the  e-­‐mail  and  the  telephone  surveys  feeds  directly  into  Southwark’s  contractors  KPI’s.  

 “Delivering  the  MySouthwark  account  has  not  been  easy  but  it  seems  to  be  working  well.  We  are  especially  pleased  with  the  func,onality  for  the  online  repairs  surveys.  The  telephone  surveys  we  conduct  for  repairs,  captured  on  the  GovMetric  plaborm,  are  great  too.”  

 Daniel  Rankine,  Service  Development  Manager  for  Southwark  

GovMetric  has  become  the  single  most  widely  used  solu,on  for  capturing  the  Voice  of  the  Customer  across  mul,ple  access  channels.  

GOVMETRIC – THE SECTOR EXPERTS

Customer  Engagement  Manager,  GovMetric  steve.meades@servmetric.com  

STEVE MEADES