APPENDIX 3 - Customer Service Improvement Strategy
Overview of Delivery Plan
This plan shows the actions required to deliver the Customer Service Improvement Strategy. The twenty Action Areas identified in the
Customer Service Improvement Strategy form the basis of the plan. In this overview, we have grouped actions into topics. This involves a
range of work over the next two to three years, from one-off, self-contained activities to programmes of on-going work involving numerous
services. The overview shown here has limited detail to show the main areas of work. We will expand this overview into a detailed work plan
and continue to develop it over the life of the strategy. The plan will cover every action area and outcome of the strategy. Some of the items
are work already in progress. The plan covers the period from June 2013 to May 2015 and we will update it as required.
Action
Timescale
Resources
June / July 2013
PR and Marketing / Business
Systems and all staff
Benefit
1. Adopt strategy
a. Communicate strategy to staff.
b. Engage services to develop
plans to integrate all customer
services within three years.
c. Communicate plans to staff
and customers.
August – December
2013
Business Systems and services
June – December 2013
PR and Marketing / Business
Systems
a. Develop and implement CRM
system.
Under way. Complete
phase 1 in June 2013.
Internal development
b. Implement new GIS systems.
June – September 2013
IT Renewals fund
c. Integrate CRM with GIS.
June – September 2013
Internal development
Awareness and acceptance to
ensure a smooth transition to
achieve the strategy outcomes.
Involvement of all staff improves our
success.
2. Develop systems
1
Key system to manage customer
records and report on performance.
Upgraded property system with
better public access.
Enables automation of property
based transactions.
Action
Timescale
Resources
d. Develop management
reporting from CRM and
telephony systems.
August – December
2013
Business Systems – CSC /
Corporate Development + relevant
service
e. Implement call recording.
March – June 2013
IT Renewals fund
July – December 2013
Corporate Development / Business
Systems / IT Renewals fund
g. Implement new payments
system.
August – September
2013
IT Renewals fund
h. Develop out of hours
telephony services.
June – September 2013
Revenues and Payments Service /
Business Systems
f.
Develop web site to enable
channel shift and transactions.
Benefit
Ensure staff, management,
councillors and the public have
access to current performance
information and can act upon it.
Provide training and complaint
resolution capability.
Ensure web site is able to support
high volumes of transactional
services.
Upgrade the card payments system
to improve customer experience and
provide a modern web based
solution.
Provide a self-service telephony
system for use when the CSC is
closed.
3. Accommodation – Reception
a. Install public information
systems.
August – December
2013
IT Renewals fund
b. Move CSC to new location.
August – September
2013
Business Systems
c. Locate Planning reception on
ground floor of Millmead.
To be determined with
Planning Service
Business Systems / Planning
Enable visitors to reception receive
current and useful information in
waiting areas. Provide information
access points for customers.
CSC will relocate to a larger space
and enable use of the existing space
for public services.
Improve access to the planning
service and keep all public access to
the ground floor of Millmead.
4. Accommodation – Develop new meeting spaces (reception area and Civic Suite)
a. Implement improved room
bookings system.
By March 2014
IT Renewals fund
2
Enable good management of
meeting spaces.
Action
b. Install meeting room facilities.
Timescale
October – November
2013
Resources
IT Renewals fund
Benefit
Provide good quality audio visual
facilities in meeting spaces.
5. Accommodation – Improve delivery facility
a. Change delivery access
September 2013
Capital bid
b. Move reprographics
September 2013
Business Systems – Office Services
team
December 2013 – April
2014
Business Systems – Information
Systems team
Improve safety of Millmead House
access for all visitors.
Required to free space for reception
development.
6. Information management
a. Review information security
policies.
b.
7.
a.
b.
c.
d.
e.
Ensures personal information is
protected and managed.
Provides staff access to information
July 2013 – December
to assist in customer service.
Upgrade intranet.
Project group / IT Renewals Fund
2014
Provides overview of performance
information.
Integrate customer services (items 7a to 7h repeated for each service) – All relevant customer services integrate into the CSC
over the period from September 2013 to July 2015
Carry out LEAN reviews for
September 2013 – April Corporate Development /
We will carry out LEAN reviews of
integrating services.
2015
automation group + relevant service all transactions integrating into the
Develop processes for
September 2013 – April Corporate Development /
CSC to ensure we achieve the best
integrating services.
2015
automation group + relevant service solution. This will simplify
processes, remove unnecessary
Channel shift processes to
October 2013 – May
Corporate Development /
digital by default.
2015
automation group + relevant service contact, reduce costs and
paperwork and introduce automated
Build transactional services on October 2013 – May
Corporate Development /
self-service where possible.
web site.
2015
automation group
Ensure the CSC has the capacity to
Identify required resources in
October 2013 – May
Business Systems – CSC, HR and
take on new processes before they
CSC.
2015
service teams
start.
3
Action
Timescale
Resources
October 2013 – May
2015
Business Systems – CSC and
service teams
g. Train CSC staff.
November 2013 – June
2015
Business Systems – CSC and
service teams
h. Move process into CSC.
December 2013 – July
2015
Business Systems – CSC and
service teams
Ongoing
Business Systems – CSC and
partners.
Ongoing
Business Systems – CSC and
partners.
a. Carry out risk assessments.
September 2013 – April
2015
Corporate Development / Business
Systems + relevant service
b. Review service continuity
plans to include changes to
customer services.
Annual from December
2013
Business Systems + relevant
service
f.
Develop frequently asked
questions (FAQ).
Benefit
This will ensure CSC staff have the
right answers to hand and improve
customer service.
Once the process is clear, we will
train staff to provide best service.
Integrate each process or service
into the CSC until all appropriate
customer services are available
through the corporate service.
8. Work with partners
a. Share processes, policies and
FAQ’s.
b. Share best practice and
integrate processes where
appropriate.
Working with partners improves
customer services and helps
remove the artificial divisions
between service providers.
9. Service continuity
18/4/13 SWM
4
Ensure we have awareness of
limitations and issues and can
resolve or mitigate risks.
Ensure that plans cover the current
requirements to deal with any
service failures.