East Riding of Yorkshire Council
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- Vanessa Burns
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1 Going beyond what our customers expect Leisure Service 1
2 Our business model is based upon a simple argument That successful health agenda commissioning/activity will embed local authority leisure provision into the heart of the community and create strong long term revenue streams through loyal custom. 2
3 Lesson Learnt 3
4 East Riding Leisure Where we are now 4
5 Talking about today these things have to come together 5
6 Working to a clinical agenda shifting capacity, winning contracts 6
7 Customer retention estimated at 200k per year Our Leisure facilities are an effective place for commissioning 7 CCG /Health and Well Being Board -East Riding Leisure is solidly on their radar.
8 Broad Headline numbers/changing the game East Riding Leisure caters for 4.5m (5.5m) visits to the Leisure Centres. 8
9 9
10 Broad Headline numbers/changing the game East Riding Leisure caters for 4.5m (5.5m) visits to the Leisure. 10
11 Case studies Live Well funded by NHS East Riding of Yorkshire Andrew said; I think without Live Well I would not have lost as much fat as I have done in such a short amount of time. I owe this to the workouts and the support I was given from all staff at the leisure centre. 11
12 12
13 Andrew s journey went like this 13
14 The practitioner books the patient in. Capture the moment! 14
15 15
16 16
17 The journey continues. GP Surgery Bookings Customer contact bar Leisure Card/CRM Bookings and GP referral Customer Contact Bar Customer Information 17
18 Components HEART MONITOR Ups and downs of the customer experience 18
19 ..and this magic happens! 19
20 Creating capacity Moving customers away from receptions to focus on those who need attention! 20
21 21
22 22
23 Reducing reception visits per week 23
24 Our own online booking system Our own online booking system 24
25 Our own online booking 25
26 26
27 27
28 Generating the evidence- Partnership working nationally at cutting edge Measuring the social impact of our leisure centres Academic assessment of the Live Well programme (Clinical Psychologist) Young Live Well (PhD) 28
29 The Live Well Partnership Programme: Changing Lives A collaborative social innovation Dr Caroline Douglas Kevin Hadfield Peter Haley Dr Samantha Nabb Behavioural Change: Physical activity: Nutrition Post graduate qualification: target date from September
30 30
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32 Customer Service Dream Team That level of Service requires the right team with the right dynamics Nice words, but what do we do to aspire to this? 32
33 Customer Service Dream Team Winning hearts and minds 33
34 East Riding Transforming Distinctive Programme Customer Mapping Culture Business Information Unique Insight 34 Effect on the Culture
35 To drive income: these things have to come together 35
36 Haltemprice Leisure Centre new and different challenges Haltemprice Leisure Centre Beverley Leisure Complex Bridlington Leisure World Hornsea Leisure Centre 7,1m 1,3m 20m 3m 36
37 Future projections 450+ Health and fitness classes per week 37
38 Future projections 6,000,000 Visits to East Riding leisure centres 38
39 ..when things come together this happens, the magical bit! Live Well programme example results % Completion rate expectation was 20% 39
40 Health improvements % Feel healthier 40
41 Health improvements % Feel fitter 41
42 Health improvements % Feel better about themselves 42
43 Health improvements % Have made new friends 43
44 Health improvements % Helped with medical condition 44
45 Health improvements Within the East Riding : From up to 85 bariatric operations annually this is now down to just 15-20! 45
46 From cost to profit From cost to profit Leisure Service Net Budget 1,271, ,
47 The Top 10 Highest Scoring Organisations Customer Service Index July 2014 East Riding Leisure Services 89.6 John Lewis 87.7 Amazon 87.6 First Direct 86.3 Tesco Mobile 85.8 Marks & Spencer (food) 85.6 Waitrose 85 Specsavers 84.4 Aldi 84.2 Next 84 Nationwide
48 Our results change lives 48
49 49
50 Let s revisit our simple argument That successful health agenda commissioning/activity will embed local authority leisure provision into the heart of the community and create strong long term revenue streams through loyal custom. 50
51 Going beyond what our customers expect Leisure Service 51
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