Channel shift is a powerful way to save money and improve customer satisfaction, yet many councils find it difficult to change their traditional ways of working and achieve the true potential benefits.
Now Socitm Consulting can help, with a proven and simple approach which costs much less than you might think, yet which achieves very significant savings. So confident are we in our approach, that we offer our services on a contingent fee basis – if we don’t achieve the savings we promise, we return half the fee.
Encouraging citizens to serve themselves is widely acknowledged as a less expensive way of delivering services than traditional face to face, telephone or written contact. It also tends to result in higher levels of customer satisfaction – because services are available at all hours, the user feels more in control of the process and, if the delivery mechanism is well designed, it is easy and quick to use. Additionally, freeing up scarce customer support resources means that you can focus more on the most needy citizens and their families.
But recognising the potential is one thing, achieving it is another.
Most councils are trying to achieve channel shift, but for many, there are obstacles in the way. Their approach may be overcomplex, trying to achieve too much too quickly, the website or the underlying web platform may not be suited, there may be insufficient of a strategic framework to underpin the work, or there may be no clear investment plan for achieving the savings.
That’s where we can help.
Socitm Consulting has developed a structured approach to channel shift, focussing on generating the greatest potential benefit from the least possible investment – and for most councils the level of investment needed is much less than you might think.
Typically investment costs in the region of £20k-£50k for the smallest councils to £100k-£250k for the largest is what is needed to achieve a return on investment of two to five times this amount per annum. Investing part of the saving enables further savings to be made.
So how’s it done?
Our structured approach will take you through a process of identifying where the greatest benefits can be generated, and work with you to achieve the savings and benefits in these areas. But you have to be prepared to change how the organisation works, and to commit to making the savings and reaping the benefits.
To learn more, phone 0845 450 0904
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