The figures highlight the difference across participating councils in the average cost of servicing enquiries through the different channels:
Data published in the latest annual Customer Access Improvement Service briefing from local authority professional association Socitm, shows the scope for councils to save money through more efficient handling of customer enquiries.
These cost differentials, underpin the opportunity for councils to save significant sums of money by ‘channel shifting’ enquiries from phone and face to face to the web and other self-service options. However, as more and more government organizations turn to these non-mediated strategies to enable better service at lower cost, hurdles have inevitably come into perspective.
A recent paper outlines the trends behind ‘channel shift’ and takes a look at the key barriers to a smooth implementation, most notably the difficulties of integration and security.
Simply submit your details below to receive your free copy of ‘Overcoming the Barriers to Public Sector Channel Shift’ and read more highlights from the Socitm briefing:
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