Innovation In Customer Service

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The document discusses innovations in customer service for the public sector. It covers creating integrated multi-agency approaches, building trust through service assurance, new approaches to shared services and outsourcing, and moving toward citizen relationship management. The goal is to simplify services, increase collaboration, engage citizens, and use customer data to continuously improve services and democratic processes.

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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:

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

... 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

1. Where next? Innovation in Customer Service Eric Bohl, Head of Government Consulting 26 March 2008, Public Sector Forums

4. 1: Introductory observations

8. 2: Creating an integrated, multi-agency approach to customer service

10.

11. Exciting examples of front office shared services (see IDeA Knowledge Front Office Shared Services project) Healthy Living Centre, Weston-super-Mare

12. 3: Flair in customer service design

13. Integrating sectors ...

14. ... creating a new image ... Idea Store, Tower Hamlets

15. ... bringing design quality to customer service ... Customer Service Centre, Lambeth

16.

17.

18. 4: Building trust – delivering service assurance and reducing costs

19.

20.

21. 5: New approaches to shared services and outsourcing

22.

23.

24.

25. 6: Towards citizen relationship management

26.

27.

28. A new model for ‘citizen’ CRM Citizen Citizen Individual consumer Individual agent Public consumer Collective agent

29.

Innovation In Customer Service

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