The Customer Access Strategy
(CAS)
Face to Face
Purpose of Presentation
• The Customer Access Strategy.
• Phase 1 of the Face to Face pilot.
• Phase 2 plans.
• The next steps.
Customer Access Strategy
• The County Council has adopted a corporate
and ambitious strategy for managing and
improving customer access.
• This strategy is the called Customer Access
Strategy (CAS) and it is managed by the
Customer Access Team.
Main influences/drivers
• Varney report (late 2006)
– the need to change the channels through which
services are delivered and to support citizens through
this change, to move away from F2F and towards the
Internet and the Telephone wherever possible.
• LCC’s Equality of Access report (late 2006)
- research study which involved county wide
consultation to identify how different customers
preferred, or were able, to access services.
Four streams of activity
• Putting the Customer First
–
Adopting a Corporate approach to ensuring that
Excellent Customer Service characterises all contact
between the public and any County Council employee.
• Self Service
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To enable people to access our services using
electronic means and the latest technology.
Four streams of activity
• Telephone Contact
– To provide access to all Lancashire County
Council services through a centrally managed
Customer Service Centre.
• Face to Face Contact
– To provide access to all Lancashire County
Council services through a variety of locally
accessible service delivery points.
Face to Face Stream - Background
• The last of the streams to be developed.
• Lead responsibility transferred to Business
Transformation Manager in April 2007.
• All three operational delivery streams are now
managed by the Customer Access Team.
Target Audience
Research has identified the following five
groups as most likely to need F2F access:
1.
2.
3.
4.
5.
Older People (65+)
Disabled people
BME citizens
Rural communities
Disadvantaged communities.
LCC’s approach
Our aim is not to create new access points, but to:
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compliment & promote the use of the internet and telephony streams.
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identify & bridge the gap between the citizen and the above channels.
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reflect different community needs and use the resources available.
•
contribute to other corporate strategies and local agendas.
•
establish close links with key stakeholders and partners to ensure the most
efficient and effective way of delivering the most costly of the channels.
Service Offer Levels
F2F will look different in each community. It will be
provided via a range of offer levels, based on analysis
of the research and the need identified, including:
– Pnet facilities
– Direct dial telephones
– Existing LCC staff trained to provide information to citizens using the
available A-Z of information (i.e. Library staff).
– Surgery sessions by mobile CSO’s, able to provide information as
above but also to fulfil any service requests normally dealt with by the
CSC (i.e. CIS, Highways, Blue Badges etc).
– Permanently based CSO’s.
– TellyTalk facilities.
Venues
F2F will be offered in various venues,
again informed by our target audience
and their preferences, including:
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District Council One-Stop-Shops
Libraries
Schools
Children’s Centres
Community Centres
Shopping Centres
Health Centres
Pilot study
A project team is currently undertaking a
pilot study to inform LCC’s future strategy.
The study has been split into two phases.
Both involve a team of CSO’s visiting
venues to undertake the following tasks:
– Service delivery, using mobile technology linked to central
network.
– Research of need, using citizen focused questionnaires.
– Venue analysis, using 360 degree questionnaires and exit
interviews.
Phase 1
Phase 1:
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Clarify the approach
Develop branding
County wide research
Engagement
Partnership
Agenda links
District trends/differences
Analysis of findings
Inform Phase 2 activity
Inform strategy
Phase 1 - Progress
• All 12 Districts were covered.
• Nearly 200 leads were received.
• Over 60 venues were piloted.
• Over 800 citizens were consulted.
• All 12 District Councils were involved.
• Over 80 non-LCC partners/community groups
have been or are involved.
Identified links to other
strategies/agenda’s
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Locality agenda
Community Cohesion
Two-tiered working arrangements
LEI (Accommodation Strategy)
ACS Gateway Development
Equality & Diversity
CPA/DOT
Early findings
• Most people have access to a telephone and/or PC,
although some need assistance in locating/using them.
• People’s “preferred method” changes depending on
the service being accessed (e.g. school admissions).
• The venue profile and the ability to access a range of
co-located services is a key consideration (life
events/customer profiling).
• Transport issues and travel limitations are an issue
(venue profiling).
Some statistics from phase 1
County wide :
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Over 70% were over 50
Over 70% were female
Over 80% classed themselves as white, British
50% normally prefer to use the telephone
40% prefer to use Face to Face
70% were unaware of the Customer Service Centre (The Hub)
Only 20% knew we had a website – of those only a third had
used it and the others had no desire to use it.
These are county wide statistics – we are currently looking at
how this translates to target group, venue type and district etc.
Phase 2
Phase 2:
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District level (South Ribble & Chorley)
Firm up & develop partnerships
Test out theories/statistics
Explore fixed/flexible model
Identify technological needs
Map LCC service access points
Roll out training to identified LCC access points
Cost the proposed model
Inform strategy
Next steps
• The research findings are being further analysed
and will be used to inform LCC’s future strategy.
• A information event is planned for 30/1/08.
• The draft strategy will be presented to County
Management Board in March and Cabinet in April.
Purpose of Presentation
• The Customer Access Strategy, comprising
the four service delivery streams.
• Phase 1 of the Face to Face pilot.
• Phase 2 plans.
• Outline the next steps.
And finally…..
Questions?
For further information
Karen Littlefair
Business Transformation Manager
Tel: 01772 537111
[email protected]