[Global] DavePress » Government 2010: Martin Greenwood of SOCITM on the Web channel in local government.. [link to post]

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Is your head of customer service in overall control of all channels of service delivery?

Is the council website the key source of information for staff handling phone and F2F enquiries?

Do your web and contact centre managers regularly discuss how to shift phone enquiries to the web?

Does your head of customer service know the level of avoidable contacts created by web failures and have they a plan to deal with it?

Are call/contact centre staff encouraged to tell callers when information they are asking for is on the web?

Does your ‘we are experiencing high levels of traffic’ message suggest people go to the web?

Do you know what proportion of phone enquiries could have been answered on the web?

Is your council using customer insight data to identify/target those most likely to use self-service?

When I out this question set to a group of customer service people recently, the answers showed there is a long way to go on this.

One other key point: for many web savvy councils, the web is now the biggest enquiry channel. In Tameside’s case it outstrips enquiries by all other channels twice over. The web can’t answer all enquiries and may struggle with complex ones, but it can save resources by dealing with the simpler things, so there’s more available for the difficult enquiries.

Notes on Martin Greenwood of SOCITM’s keynote at #g2010: [link to post]

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