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14 dec tim rainey

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Socitm
Socitm

This document discusses strategies for shifting customer interactions online to save costs. It outlines tips for encouraging online self-service like clear goals, insight research, and targeted marketing highlighting benefits. Examples are given of specific services shifted online like free school meals applications and credit card applications, saving over £60,000 each. Metrics show more people access the organization's website each month than visit in-person annually, and the cost savings of shifting just 10% of interactions online is over £67,000.

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Channel Shifting How to get people to do it online and save you money 2010 Tim Rainey Tameside MBC SOCITM Conference
CHAPTER 1 Introductions
CHAPTER 2 Why bother?
Visitors
Costs
CHAPTER 3 What is it all about?
Tips Save money and create capacity in front office More self service Clear goals and good measurements Close paper channel where possible Insight and Research Improve efficiency and customer experience Social marketing – change people’s attitudes
marketing
List of services – integrated, more to do and not yet online TRY This
MAKE a LIST
List of services – integrated, more to do and not yet online Costs are just cost to serve – more costs and savings in back office. DSD linked to 3 year MTFS – 70,10,20 Public facing services Internal transactions Getting people on-line (race 2012) First 28 transaction alone save £172,0000 Try this
CHAPTER 4 How do you do it?
Cash Office closed 10 years ago Total 33294 last year 77%, 21% & 2% Self service for £1279 -25,590 transactions Face to face 6962 payments cost £60,569 Reducing face2face to 10% save over £30,000 Simple low value transaction Insight – who, what, why – experian truetouch Targeted marketing with benefits on doing it on-line or over the phone. CREDIT CARDS
3929 applications a year Closed paper channel – saved in excess of £60,000 back office & speeded up process 23%, 48%, 28% £46, £16,486, £1836 = £18369 If 70%, 20%,10% = £4852 Insight – who, what, why – experian truetouch Targeted marketing with benefits on doing it on-line or over the phone. FREE SCHOOL MEALS
Approved trader scheme Send out 1000’s directories, which are always out of date – new traders being added every week. – also list not to hand when out and about etc. Website and iPhone Buy with confidence
Bwc website visits
Bwc iphone visits
Buy with confidence
Approved trader scheme Website hits Send out 1000’s directories, which are always out of date – new traders being added every week. – also list not to hand when out and about etc. iPhone website stats iPhone App – 100’s downloads – convenient, up to date information, cheaper. £5K to develop. Buy with confidence
CHAPTER 5 You got to have a system!
Visits to Customer Services over last 7 years Website visits in last 12 months 614,583 2,488,738
More people visit our website in 3 months than visited our face-to-face centres in the last 7 years Fact
85% of the UK population owns a mobile phone Access via a mobile device has increased 6 fold in 12 months Fact
By 2020 the mobile device will be the worlds primary connection to the Internet Fact
Cost of each face-to-face visit £8.70
Cost per website visit 5p
Saving if we channel shift 10% £67,107.80
£15,725 Reality

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14 dec tim rainey

  • 1. Channel Shifting How to get people to do it online and save you money 2010 Tim Rainey Tameside MBC SOCITM Conference
  • 3. CHAPTER 2 Why bother?
  • 6. CHAPTER 3 What is it all about?
  • 7. Tips Save money and create capacity in front office More self service Clear goals and good measurements Close paper channel where possible Insight and Research Improve efficiency and customer experience Social marketing – change people’s attitudes
  • 9. List of services – integrated, more to do and not yet online TRY This
  • 11. List of services – integrated, more to do and not yet online Costs are just cost to serve – more costs and savings in back office. DSD linked to 3 year MTFS – 70,10,20 Public facing services Internal transactions Getting people on-line (race 2012) First 28 transaction alone save £172,0000 Try this
  • 12. CHAPTER 4 How do you do it?
  • 13. Cash Office closed 10 years ago Total 33294 last year 77%, 21% & 2% Self service for £1279 -25,590 transactions Face to face 6962 payments cost £60,569 Reducing face2face to 10% save over £30,000 Simple low value transaction Insight – who, what, why – experian truetouch Targeted marketing with benefits on doing it on-line or over the phone. CREDIT CARDS
  • 14. 3929 applications a year Closed paper channel – saved in excess of £60,000 back office & speeded up process 23%, 48%, 28% £46, £16,486, £1836 = £18369 If 70%, 20%,10% = £4852 Insight – who, what, why – experian truetouch Targeted marketing with benefits on doing it on-line or over the phone. FREE SCHOOL MEALS
  • 15. Approved trader scheme Send out 1000’s directories, which are always out of date – new traders being added every week. – also list not to hand when out and about etc. Website and iPhone Buy with confidence
  • 19. Approved trader scheme Website hits Send out 1000’s directories, which are always out of date – new traders being added every week. – also list not to hand when out and about etc. iPhone website stats iPhone App – 100’s downloads – convenient, up to date information, cheaper. £5K to develop. Buy with confidence
  • 20. CHAPTER 5 You got to have a system!
  • 21. Visits to Customer Services over last 7 years Website visits in last 12 months 614,583 2,488,738
  • 22. More people visit our website in 3 months than visited our face-to-face centres in the last 7 years Fact
  • 23. 85% of the UK population owns a mobile phone Access via a mobile device has increased 6 fold in 12 months Fact
  • 24. By 2020 the mobile device will be the worlds primary connection to the Internet Fact
  • 25. Cost of each face-to-face visit £8.70
  • 26. Cost per website visit 5p
  • 27. Saving if we channel shift 10% £67,107.80

Editor's Notes

  • #22: Total number of pages printed excluding schools and some outstations Includes MFD’s and Digiprint Based on 3500 emplyees this means: 5195 per person per year 100 pages per week 20 pages per day for every member of staff (exl schools) End-to-end the pages printed would stretch around the earth.
  • #23: The 45% duplex printing saved 402 each year
  • #24: The 45% duplex printing saved 402 each year
  • #25: The 45% duplex printing saved 402 each year
  • #27: To date 45% od printing is done duplex – It is not standard setting for everyone!
  • #28: Equates to a 67,107.80 saving – we could save as much again if everyone used duplex
  • #29: This is the salary of Anthony Garlick – a Gardener with our District Assemblies. He has worked with Tameside for many years and like his colleagues has helped make Tameside regional In Bloom winners 6 times in a row and this we won the national in bloom award.