Customer Success

MyService cuts processing times from 12 to 1.5 days

The latest statistics from Crawley Borough Council show that since launching the online Civica MyService portal within the Contact Centre just 5 months ago they have seen average processing times reduced by a massive 87.5%!

In November 2010 the Contact Centre team turned around just under 150 Council Tax billing changes within a 24 hour period, this compares to just 6 using other more traditional channels! The significant productivity improvements and related cost savings demonstrate that the online services now available from Civica can deliver some major resource allocation and service level benefits for our customers.

80% more changes processed using MyService
The key performance statistics shown below compare results using MyService against other channels within the same time period. Highlights include:

• the average time taken to process a discount addition or removal is just a single day when using the new online system as opposed to 17 days through other channels
• the average time taken to process a new occupation is just over 1 day compared to nearly 12 days using other channels
• same day processing is just 3% using traditional channels and 41% through MyService
• the average time for processing all changes has been reduced by 87.5%

Mike Furness Product Manager for Civica was delighted by the numbers, "...we always believed in the strength of the MyService product and the benefits it can bring to our customers. We’ve invested a significant amount of funding and resource into developing the product but now for the first time we have some hard statistics to back up our claims and use to enhance the product further."

Gail Yates Head of Revenues and Benefits at Crawley Borough Council was equally pleased with the results, "...having been involved with the MyService product since the early development stage we are delighted to see these results come to fruition - they are a great boost for everyone who has put in such hard work over the last year, and a benchmark for future improvement."

Customers feeling the benefits
But performance figures do not represent the full benefits being felt by the team at Crawley. Ms Yates went on to tell us "...the direct savings from the introduction of MyService have been identified as 0.6 FTE which is already in line with our business case projections, but the speed at which claims can be processed also means we can free members of the team to do other key tasks. The new service in the Contact Centre has been well received by our customers. They are already seeing the positive impact on our service to them in faster turnaround of bills and therefore more time to plan their finances and arrange payment.”

By moving MyService online Civica can also deliver clear service advantages such as 24/7 access and more flexible channels for customers to review their account information. By allowing customers direct access to their account details we can allow them to self-serve, further freeing up collection staff from the backlogs of enquiries which can cause frustrations and delays.