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Where next?  Innovation in Customer Service  Eric  Bohl, Head of Government Consulting 26 March 2008, Public Sector   Forums
What I’ll cover ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],8020i - a new approach to sourcing advice:
1: Introductory observations
Government progress with CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The challenge of engaging citizens ,[object Object],[object Object],[object Object],[object Object],[object Object]
Limitations of our approach to CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
2: Creating an integrated,  multi-agency approach to customer service
Cross-sectoral collaboration is the only way ,[object Object],[object Object],[object Object],[object Object],[object Object]
Where are we on the joining-up journey? Level 2 Joined up directorate Level 3 Joined up council Level 4 Joined up local services Level 5 Joined up central/local services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Level 1 Individual services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Exciting examples of front office shared services (see IDeA Knowledge Front Office Shared Services project) Healthy Living Centre, Weston-super-Mare
3: Flair in customer service design
Integrating sectors ...
... creating a new image ... Idea Store, Tower Hamlets
... bringing design quality to customer service ... Customer Service Centre, Lambeth
 
 
4: Building trust – delivering service assurance and reducing costs
We must constantly win trust ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Weaknesses in our use of CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
5: New approaches to shared services and outsourcing
Barriers to change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Some trends ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Lessons learned ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
6: Towards citizen relationship management
We can make our interactions ‘personal’ ,[object Object],[object Object],[object Object],[object Object]
Connecting the personal with the political ,[object Object],[object Object],[object Object],[object Object]
A new model for ‘citizen’ CRM Citizen Citizen Individual consumer Individual agent Public consumer Collective agent
Conclusion ,[object Object],[object Object],[object Object],[object Object]

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Innovation In Customer Service