Reduce 'Avoidable contact' by moving services online
The potential savings and benefits of channel shift have really been driven to the fore In these austere times, and the savings to be had are both real and significant. We know that our clients are looking to drive down costs to protect frontline services and here at Rocktime we are embracing this need by developing new systems to enable self-service and reduce avoidable contact through online platforms.
This requires radical thinking and innovation from us and really highlights the very reason the London Borough of Camden has commissioned Rocktime to deliver four separate projects over the last two years to the borough. The systems which include a new Schools Led Partnership project and a Landlord accreditation system will allow the borough to make considerable cost savings by moving services online in an agile, integrated, cross-cutting fashion whilst allowing the borough to really connect I.T innovation to their business needs.
Aside from this, our work with the Welsh Government has seen Rocktime re-commissioned to deliver nationally led scheme to educate and license PRS landlords through an innovative system covering the whole of Wales allowing substantial savings over a manual process which would be slow, costly and labour intensive.
Channel shift successes
Tameside Metropolitan Borough Council reported a saving of £172,000 per year with the first 28 transactions offered online and a savings of £60,000 from closing their paper application process for free school meals.
Blackburn with Darwen Borough Council was able to achieve a drop of 10,000 incoming calls per year, by providing a Winter page from October through to March to provide key links and information reported a 5% year-on-year reductions in calls since 2005 using a coordinated channel shift programme.
If you are considering moving more services online to enable self-service, then we would like to talk to you about our services and how we can bring real value and innovation to your business unit. Our specialists can help you through the process and highlight ways to:
- Identify and target specific opportunities for efficiency
- Create a proposition that works for the customer
- Promote uptake and manage demand
- Match customers, processes and communication strategies