Milton Keynes Case Study


Anticipate savings of £4.2M with CCP

Milton Keynes Council anticipate savings of £4.2M with CCP. 50% email reduction - 30% call reduction - improved customer experience. Learn more...

Customer Contact Platform

At Civica we recognise that these are times of increasing pressure on local government service provision.

Over the past decade there have been many far reaching changes in how services are requested and delivered. Customers now expect a service which is more personalised, and delivers the right outcome at the first time of asking – just like their experience with a multitude of private sector providers. Conversely, economic pressures have mandated cuts in public spending that have resulted in less funding to provide services. The combination of these factors mean that traditional “people” intensive mechanisms for handling customer service requests are no longer fit for purpose.

Based on our extensive knowledge we offer local authorities a platform that allows them to deploy applications that will automate key customer handling processes from initial contact through to service fulfilment. Civica's Customer Contact PlatformTM (CCP) uses automation to make handling of customer contact easier for local authorities and their citizens. We offer a platform that enables local authorities to deploy applications which will automate key customer handling processes from initial contact through to service fulfilment. With integration at their core, these processes will work closely with existing line of business applications such as Revenues, Waste, Streets etc.

Built upon the latest Microsoft technologies, CCP achieves this by providing specific business processes and integration with line of business systems, allowing more effective use existing resources including CRM. With modular components such as self-service portals and unified agent desktop, CCP provides greater consistency, quality and measurement in delivering true multi-channel customer contact and end-to-end customer services.

Already CCP is helping many local authorities, including Leeds City, Trafford, London Borough of Harrow, Blackburn with Darwen, Rossendale & Milton Keynes, benefit from:

  • Lower operating costs
  • Increased customer satisfaction
  • Front & back office systems integration
  • End-to-end process management
  • Compliance with legislation & best practise
  • Management channel shift & take-up
  • Rich management information

Discover more about CCP below.

Meeting Citizen Expectations

Today’s Local Authority Customer has high expectations for how the Council will handle their requests. Expectations have been set by a range of private sector organisations such as supermarkets, financial services and online retailers who offer customers an experience that means:

  • I only need to ask once for something to be done – meaning that my request was captured fully and correctly and that I can trust the Council to do what I asked. I should not need to call back to confirm or follow up.
  • The Council should know who I am, and my current situation, as I contact them – meaning that based on my name (and maybe some security details) they know my address, my circumstances and my previous history of contact with them.
  • I can request services at a time and place of my choosing – meaning that I should be able to request services via a range of channels including not just face-to-face and telephone, but also including the WWW (using both my PC and increasingly my phone), email, SMS and even instant messaging and social networks.

In fact, customers may even go further than this. For example:

  • They may expect Councils to be pro-active in contacting them about certain issues. After all, my bank texts me to tell me when I go overdrawn; Why can my Council not remind me that my parking permit has expired or that the graffiti I reported in my street has been removed?
  • They may expect the Council to offer them a consolidated view of their “account” with the Council showing the state of requests, balances and issues all “at a glance”.

All of the above means a significant increase in the workload of the overall Council and its employees. By providing more people to handle the increase in workload, the Council is more likely to experience an increase in costs and, ironically, a corresponding decrease in customer satisfaction. The key here is to automate many of the key customer interactions, either wholly or partially, to either assist Council staff or even remove them from the interaction altogether, shifting customers to alternative, electronic channels that have a much lower cost per transaction. CCP allows a Council to achieve this automation, supporting channel shift, and reducing the need to contact the Council by other channels.

Helping Council Employees

Where Council employees continue to be involved in handling customer contact, there are many opportunities to assist them in providing a more efficient and effective service. Typically over half of contact centre agents and other employees are required to use more than one application to handle customer requests. Often these applications are not dedicated to handling customer contact alone, applications are more typically used by back-office staff.

This means that contact centre agents spend a large percentage of their customer facing time navigating and searching for information across different, and often confusing, applications. Worse still, when a request is captured, they are often required to re-key information between applications. The above can only mean that:

  • Each customer interaction takes longer than it should
  • Mistakes get made, meaning customer requests are not correctly fulfilled.

CCP can automate many of the duplicated or redundant tasks Council employees normally perform when handling customer contact, thereby reducing call times and improving the quality of service.

Helping the Council Deliver Service

In order to be able to improve service, and reduce cost, a Council must be able to measure its current performance relative to its targets. For customer contact, this means having a clear picture of the customer journey from the first point of contact, through to service fulfilment. No single line of business application will have this end-to-end view. Each is trapped in its “silo”. Only by using a “composite” application, which automates the truly end-to-end processes and integrates with a number of existing Council applications, can a complete view be constructed. Using such a view as a basis for regular analysis, a Council can better understand where to focus its efforts to improve customer service delivery.

CCP is based on automating end-to-end processes and joining-up the front and back-office applications needed to provide a service and a view of the overall performance.

To discover more about Civica's Customer Contact Platform, contact us today.