Welcome to the My Council Services Webinar

Transcription

1 Welcome to the My Council Services Webinar Please mute your line by pressing *0 on your keypad. We will begin at 1030

2 Increase Engagement and Reduce Costs with Customer Self-Service Mobile Applications Webinar 16th September 2013 Berni Simmons & Rachel Clinton Abavus Ltd.

3 Frequently Asked Questions Is this session being recorded? No Can I get a copy of the slides? Can I see the case study you reference? Yes, we ll a PDF copy to you after the session has ended. Can we arrange a re-run for colleagues? Yes, just ask us. How can I ask questions? Please mute your line to reduce background noise (press *0 to mute your line) Please use the chat facility in Webex we have someone monitoring these as they come in (if we run out of time we will follow up with you afterwards)

4 Agenda Introduction & background to My Council Services Local Authorities already using the platform Case Study from Warrington Borough Council Demonstration Question & Answer

5 What is My Council Services? The only synchronised & integrated multi channel online & mobile, customer engagement platform with mobile working capability Free to access for Council s customers and nationally enabled Web and native mobile (iphone, Android, Blackberry, Windows8) Telephony on 2013 development roadmap Functionally rich, customisable & configurable mobile apps & web forms Totally agnostic about back office systems Private Cloud delivery almost zero local IT footprint Integrated Web & Native Mobile Forms

6 Workflow, Data flow & Architecture... Council IT Infrastructure Web services integration to back office / CRM: Web service calls MCS web services Automated case / customer creation in back office Synchronisation of notes & status back to customer 40 bit SSL key for securing our web services over https When is my local library open I want to apply for a parking permit I want to report this pothole I need to pay my Council Tax I want to request bulky item uplift Customers I want to find out about Housing Benefit

7 Workflow, Data flow & Architecture... Council IT Infrastructure Web services integration to back office / CRM: Web service calls MCS web services Automated case / customer creation in back office Synchronisation of notes & status back to customer 40 bit SSL key for securing our web services over https MCS Private Cloud Control Panel: GUI Form Design Deploy to Web & App Multi Lingual Capability Audience specific forms & regions Communications capability User friendly & non coding interface CRM, task & calendar functions User management Conditional report logic Mobile Workers Customers

8 My Council Services Clients Bassetlaw District Council Belfast City Council (integration to in house developed CRM) Blackburn with Darwen Council Bournemouth Borough Council (integration to Lagan CRM) City of London Corporation Doncaster Metropolitan Borough Council (integration to Lagan CRM) East Dunbartonshire Council (integration to Lagan CRM) Flintshire County Council (integration to Java based CRM) Glasgow City Council New forest District Council (integration into in house Microsoft SQL based CRM) Plymouth City Council Rhondda Cynon Taff (integration to Lagan CRM) Royal Borough of Kensington & Chelsea St Helen's Metropolitan Borough Council (integration into Lotus Notes based CRM) Wiltshire Council (integration into Mayrise line of business application) Winchester City Council Warrington Borough Council (integration to MS Dynamics CRM)

9 A Case Study: Warrington Borough Council North West England Borough Council (Unitary) 197K population Technology Infrastructure: MS Dynamics CRM Jadu Content Management My Council Services from January 2013

10 A Case Study: Warrington Borough Council Adopted web forms and native mobile apps Design once, deploy many times Direct control over which services to launch and when Integrated through to CRM and back to customer Limited local above the line promotion Good education to internal stakeholders about the plan Practicalities 21 service categories Generally simpler, higher volume service requests Events feeds, news feeds Links to other frequently used content

11 A Case Study: Warrington Borough Council Service launched in February % reduction of inbound telephone customer service enquiries (within 5 months) No discernible increase in overall volumes of service requests A return on investment (ROI) within 6 months of launch

12 A Case Study: Warrington Borough Council

13 Smart Phone Market Share...

14 A Case Study: Warrington Borough Council

15 The Customer Experience Free to download and use suite of native mobile apps Corresponding web forms embedded in the corporate site Automated closed loop communication in response to Service Request progress

16

17

18 Submitting a report Customer can use the app to submit reports to Council across a whole range of service areas. To do this tap on the Submit Report button.

19 Select a report type Select a transaction / form type User is presented with a series of dependent questions. Council can edit and update all aspects of form whenever required.

20 Capture evidence User can take multiple photos, or videos...

21 Capture the location A user can use the simple on screen tools to select the correct location. Once a location is selected the app will automatically figure out and add the closest address match that it can find. The user can over ride this if it is not correct.

22 Examples of the Configurable & Customisable Home Screen User Can Scroll...

23 Can add a whole range of content to the app screen e.g. direct access to infrmation, payment screens etc.

24

25 Demo

26 Advice to get started Consider the availability of constant internet connections mobile sites and regular eforms will fail without this Don t get hung up on what CRM system you have integration is generally straightforward into most systems Think about the future of channel shift and how communications are growing in your area MCS costs are relatively low consider letting us help you with a business case to drive take up and get an ROI within 6 months Really think about how much home grown solutions ultimately cost COTS software which is quickly customisable is often very cost effective Make sure you educate frontline staff on the plan and what capabilities you are enabling through self service

27 Want to find out more? Call us on