Home > Uncategorized > UK Councils – Customer Access Index May 2010

UK Councils – Customer Access Index May 2010

Quite timely again this month following on the heels of the IDeA’s Avoidable Contact Online Conference. Although NI14 is now defunct it is really good to see so many people ‘getting it’ re the value of measuring avoidable contact to gain insight into potential service and efficiency improvements.  Lots of good discussions and case studies available online.
We were particularly pleased to see the online session with David Lindill (Transformation Officer, East Herts District Council) talking about channel migration / optimisation – also see last month’s blog regarding channel management ‘themes’.
There has been no significant change to the overall channel mix of the sample group this month – as previously discussed i doubt we will see a structural difference until we move to Gov 2.0. See last month’s chart if you missed it.
Last month we looked at the difference in access channel profiles between different types of councils.
This month we plan to look at a specific service.  We thought we’d kick off with Housing which is one of the higher volume services in most councils – and which is also widely measured across the GovMetric base.
With respect to satisfaction, the highest performing councils in May were:

Top 5 housing by satisfaction May 2010

Top 5 housing by satisfaction May 2010

If we look at a longer timeframe (12 months from 1st April 2009 to 31st March 2010) we can start to understand some of the ‘high level’ dynamics of how customer access housing services.
From last month you’ll be familiar with the access channel chart showing the number of interactions across primary channels in the sample group.  Please excuse the watermark on the charts – these are internal use charts only.

Housing Channel Mix

Housing Channel Mix

This shows higher than average use of the ‘assisted service’ channels – however if we look at the months of March 09 v March 2010 we can see usage of web channel moving from 45% to 60% –  a significant shift in what many would argue was a hands on service!
March 2009

Housing Channel Mix March 09

Housing Channel Mix March 09

March 2010

Housing Channel Mix March 2010

Housing Channel Mix March 2010

However when we look even more closely at the housing interactions we can see the highest volume is around repairs. With the right web services in place this is a simple interaction type that could be moved increasingly online.
Lets also have a look at the trends over the 12 months – not enough data to compare with in the previous year but interesting to see the dip at Christmas – does it feel like a dip at the coal face I wonder?

Housing Volumes and Sat Trend

Housing Volumes and Sat Trend

On a separate note it was interesting to see the Scottish Improvement Service launching a new national customer satisfaction standard a couple of weeks ago.  Whilst different in some details to GovMetric it also seeks to establish a consistent approach nationwide.  We also had discussions recently with Toronto City Council – the Canadians have also been using  a consistent approach called CMT – a pan government approach to measuring customer experience. The momentum is building!
Notes
Data is sourced from www.govmetric.com. GovMetric is a customer experience measurement service that enables you to listen to the Voice of the Customer across all contact channels, to prioritise which areas to improve and to measure improvements through near real-time reporting.
For a demo of how GovMetric works please click here.  Make sure you have volume turned on!

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