My Harrow Account - West London Alliance

Report
MyHarrow Account
Harrow Council
Customer Services Strategy
Increase customer satisfaction whilst reducing
costs
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One stop service - where appropriate
Focus on resolution at the first point of contact
Complete visibility of the end to end process
Understand our customers and respond to their needs
Make each contact as efficient as possible
Eliminate avoidable contacts
Make self service available for as many services as
possible
Understanding Our Customers
Understanding Your Customers
Segment A
- Extremely wealthy
professionals
- 10.3% of households
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Late/middle aged, married couples
Teenage children
Expensive, detached houses
Luxury cars
Very high incomes, investments
Top professions, senior managers
Well educated
● Waste & Recycling
● Environmental services
● Pays council tax via direct debit
● Preferred Communication Channel Web
Why MyHarrow Account?
● What is it?
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Similar to online banking, it is an authenticated account that
confirms the identity of the user
● Why MyHarrow account?
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The only way to expand the on-line services we offer is to
know who we are dealing with
Gives residents only one log-in and password to access all
Council services online
Schedules
Landlord
Notifications
Statement
of Account
Benefit
Notifications
And
Rent Accounts
Planning
Applications
so much more...
The Results
Year
Unique
visitors per
month
Transactions
per month
Total Account
Holders
Monthly
Account
Users
2008/9
68,250
1,350
N/A
N/A
2009/10
72,513
2,826
N/A
N/A
2010/11
73,774
4,950
3875
1,619
2011/12
77,918
12,863
12,710
4,740
2012/13
107,072
34,724
22,302
16,412
To August
MyHarrow Account impact – Performance
● 21% of all Council Tax queries are now via the portal
● 40% reduction in Council Tax general enquiries to the contact centre
● 40% reduction in claimants that do not understand entitlement
letters (despite increase in demand)
● 72% reduction in Housing Benefit payment queries
● Less calls and less complex calls
● User friendly for staff
● Contact Centre has averaged answering 90% of calls in 30 seconds
for 2011/12
● Face to face wait times – 8’30” + 76% within 15mins
Savings Delivered
● Since 2006/7 - Costs ↑ by 27%, Transactions ↑ by
327%
● For services migrating to Access Harrow – Saving of
30% due to migration strategy
● Savings of £260k (9 FTE’s) pa delivered via channel
migration
● Further £0.5 million savings in MTFS for channel
migration
● MyHarrow Account future projects projected to save a
further £300k pa savings
channel shift and cost per enquiry
Transactions by channel
2.50
3,000
2.00
2,500
2,000
1.50
1,500
1.00
1,000
0.50
500
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06 / 07
OSS
07 / 08 08 / 09
Tel
EMail
09 / 10
10 / 11 11 / 12
Webforms
Web
£
£ / enquiry
Transactions (000)
3,500
On Line - Self Service
● What next for our MyHarrow Account
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A business account
Adult Social Care – personalised budgets and suppliers portal
Housing repairs
Leasehold services
Members and Neighbourhood Champions portal
Consultation and communications
Ability to link more than one address
Link to our segmentation data to allow more personalisation
Mobile app
Track all service requests
On Line - Self Service
● What’s next for channel migration:–
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Further savings needed
Have started enforced channel shift – PCN’s
Considering further enforced channel shift
Looking at how to migrate face to face contacts
Do we reduce current service levels?
How do we support residents to make the change?

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