Customer and Business Support (CABS) - Enhancing Customer Experience
Customer and Business Support
(CABS)
…building the customer experience
CABS: an integral part of the
council service supply chain
•
Managing the council’s phones – helping our
customers every day with service requests and
information:
•
Switchboard
•
Environment
•
Housing and Home Choice
•
Leisure
•
Libraries
•
In fact…just about every phone line!
CABS: current phone
performance
CABS: working with partner
services
•
Meeting customers face to face a Kingsley House:
•
Helping with Revenues and Benefits enquiries
•
Receiving evidence, offering advice
•
Dealing with initial Housing enquiries
•
Managing initial Homelessness approaches
CABS: the council’s
administration powerhouse
•
Using over 20 systems:
•
Organising and minuting meetings, including social care
safeguarding meetings and panels
•
Supporting the council’s daily social media traffic
•
Assessing and issuing concessionary bus passes
•
Conducting land charge searches (Housing, Planning and
Legal)
•
Ordering goods and services and processing payments
for multiple council services
•
Offering an assisted digital service to those in need
CABS: a service with
significant scope and reach
•
Customer relations Team
•
Compliments and complaints management and
reporting to CMT et al
•
Liaison with the ombudsman
•
Business Improvement
•
Continually seeking efficiencies and process
improvements, including call management
•
Business Change
•
Improving the customer experience!
CABS: a coat of many colours!
•
Community Interpreting Service – supporting
customers whose first language isn’t English
•
Managing the Blue Badge service for Medway
•
Managing the Social Care ‘front door’
•
CABS even managed over 1000 inbound
phone calls relating to the 2023 local
elections!
CABS: the future is
Medway 2.0!
•
We aim to deliver enhanced customer access and
choices, including:
•
Report it and sort it!
•
Customers will be able to more easily report, book and
pay for services, using a portal and better online forms
•
Customers will be kept informed
•
Service standards will be refreshed where possible
•
We will embrace the principles of DDaT
•
We will use plain English!
•
We will refresh customer satisfaction measures
CABS: building the
customer experience
•
Guiding principles include:
•
Making it easy for the customer to do business with us,
through simple processes
•
Offering a choice of channels
•
Using clear communications in everything we do;
promoting plain English (see next slide)
•
Keeping our promises and reducing failure
•
Encouraging customer feedback; learning from mistakes
•
Adopting a friendly but professional approach – nice
people to do business with!
Promoting plain English!
•
Elect to utilise appropriate, comprehensible
narrative in order that the patron is cognisant of
the service level and subsequent procedural stages.
Or…
•
Use plain English so the customer understands
what’s happening and what to expect!
•
Improved customer experience will include a
commitment
to making the
c
ouncil’s outgoing
communications easy to understand.
Using the “Nudge Theory”
•
By applying "behavioural science" techniques, such as
nudge theory, to our comms, we can better appeal to
residents to take appropriate action.
•
Using the ‘EAST’ model, we can make our communications:
•
E
asy
•
A
ttractive
•
S
ocial
•
T
imely
•
For greater efficiency, saving time for customers and the
council alike
•
Over 75,000 Medway residents save time by paying
their council tax by direct debit. This is the easiest and
safest way to pay, just complete the online form at
www.medway.gov.uk/pay
and choose from three
payment dates.
“Nudge Theory”: direct debit
•
Join in and sign up to get your Council Tax bills online
www.medway.gov.uk/MyCouncilTaxOnline
•
And the behavioural science behind it
•
Join in – social leverage
•
Sign up – action
•
Council tax bills – explanation
•
Link – essential for an online launch
“Nudge Theory”: My
Council Tax Online
“Nudge Theory”: keeping
Medway clean
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…building the customer experience
CABS plays a crucial role in the council service supply chain by managing customer inquiries efficiently. They handle a wide range of services including switchboard operations, housing queries, leisure services, and more. Additionally, CABS works closely with partner services, administers various functions, and focuses on improving the overall customer experience. Their scope extends to customer relations, complaints management, business improvements, and supporting various community services. Utilizing diverse systems, CABS ensures a seamless customer journey through face-to-face interactions, phone support, and digital services.
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Presentation Transcript
Customer and Business Support (CABS) building the customer experience
CABS: an integral part of the council service supply chain Managing the council s phones helping our customers every day with service requests and information: Switchboard Environment Housing and Home Choice Leisure Libraries In fact just about every phone line!
CABS: current phone performance
CABS: working with partner services Meeting customers face to face a Kingsley House: Helping with Revenues and Benefits enquiries Receiving evidence, offering advice Dealing with initial Housing enquiries Managing initial Homelessness approaches
CABS: the councils administration powerhouse Using over 20 systems: Organising and minuting meetings, including social care safeguarding meetings and panels Supporting the council s daily social media traffic Assessing and issuing concessionary bus passes Conducting land charge searches (Housing, Planning and Legal) Ordering goods and services and processing payments for multiple council services Offering an assisted digital service to those in need
CABS: a service with significant scope and reach Customer relations Team Compliments and complaints management and reporting to CMT et al Liaison with the ombudsman Business Improvement Continually seeking efficiencies and process improvements, including call management Business Change Improving the customer experience!
CABS: a coat of many colours! Community Interpreting Service supporting customers whose first language isn t English Managing the Blue Badge service for Medway Managing the Social Care front door CABS even managed over 1000 inbound phone calls relating to the 2023 local elections!
CABS: the future is Medway 2.0! We aim to deliver enhanced customer access and choices, including: Report it and sort it! Customers will be able to more easily report, book and pay for services, using a portal and better online forms Customers will be kept informed Service standards will be refreshed where possible We will embrace the principles of DDaT We will use plain English! We will refresh customer satisfaction measures
CABS: building the customer experience Guiding principles include: Making it easy for the customer to do business with us, through simple processes Offering a choice of channels Using clear communications in everything we do; promoting plain English (see next slide) Keeping our promises and reducing failure Encouraging customer feedback; learning from mistakes Adopting a friendly but professional approach nice people to do business with!
Promoting plain English! Elect to utilise appropriate, comprehensible narrative in order that the patron is cognisant of the service level and subsequent procedural stages. Or Use plain English so the customer understands what s happening and what to expect! Improved customer experience will include a commitment to making the council s outgoing communications easy to understand.
Using the Nudge Theory By applying "behavioural science" techniques, such as nudge theory, to our comms, we can better appeal to residents to take appropriate action. Using the EAST model, we can make our communications: Easy Attractive Social Timely For greater efficiency, saving time for customers and the council alike
Nudge Theory: direct debit Over 75,000 Medway residents save time by paying their council tax by direct debit. This is the easiest and safest way to pay, just complete the online form at www.medway.gov.uk/pay and choose from three payment dates.
Nudge Theory: My Council Tax Online Join in and sign up to get your Council Tax bills online www.medway.gov.uk/MyCouncilTaxOnline And the behavioural science behind it Join in social leverage Sign up action Council tax bills explanation Link essential for an online launch
Nudge Theory: keeping Medway clean
CABS: the future is Medway 2.0 building the customer experience
