Customer Contact Wayne Smith Assistant Head Shared Services

Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact Jason Williams, Corporate Web Manager Cornwall Council

Where we were

What we have now – Face to Face 23 One Stop Shops 36 libraries

What we have now - Phones 17 Published Numbers Camborne General Enquiries Council Tax & Business Rates Roads Transport & Parking Housing Refuse & Recycling Adult Care & Support Planning Children, Schools & Families Registration Environmental Health & Licensing Libraries Environmental Management Fire & Community Safety Elections Trading Standards Councillor Line Liskeard Benefits

What we did • Merged 4 contact centres into 1 & reduced over 60 published phone numbers to 16 0300 numbers • Migrated most* council services to a single cross skilled contact centre (*except Benefits) • Adopted Lean System Processing to remove ‘waste’ & enable a ‘value’ (quality) approach to call handing • Corporate directive that Web & Contact Centre will ‘front’ council services • Skills knowledge & authority transferred from council services to the Contact Centre through extensive in house training programme to enable 80%+ call resolution at the first point of contact • Technology enabled ‘Channel Shift’ & increased efficiency

Channel shift to web

Web - Where we were • • • 6 district and 1 county websites 100+ sub-sites and brands 100 k pages much of it duplicated 350 k per month visits to all the sites 7 different versions of all online systems

What we did • • Migrated main sites into 1 Reduced page count to 6 k Launched with a first month of 200 k Corporate buy-in for approach online

What we have now? • • Over 700, 000 visits per month online Over 2500 forms submitted online 850 k per month payments Single major systems tied together with one user account – SSO • Feature rich website which is super SEO enabled – mobile enabled • Implementing quality standards for content

The future – a commissioning council • • • Virtual Face To Face – Telly-talk (or similar) Phone self serve - Mitel Customer self serve – Lagan CRM Home working Signposting Social engagement Maintain and manage Inclusion and the un-impressed Commercial offering to partners*

Cornwall Council County Hall Truro TR 1 3 AY Tel: 0300 1234 100 www. cornwall. gov. uk