Find out how others are implementing Channel Shift. The paper also provides detailed Return on Investment information.
Digital by Choice
As consumers, most of us are used to self-service. Google, eBay, Facebook and Twitter all operate an entirely
self-service business model.
Public sector organisations
can significantly reduce the costs of service and improve the customer
experience by actually reducing face to face and telephone interactions. Changing customer
behavior to use digital channels can be
achieved by investing in the right places and building the right
We are aiming to maximise the potential of our Customer Service Centre as a first contact point.
With an improved transactional web site, we anticipate that 35% of telephone and face to face contacts will switch to self service through the web over the 3 year period to 2013.
Nick Corrigan, Head of Customer Services, Southend on Sea Council
Invest to save
The Government has targets of around 40% savings for reforming
public services and cutting waste, which would allow them to "deliver better for less".
The delivery of 'Better for Less'
through a channel shift strategy is the key challenge for
public sector management whilst also continuing to deliver what customers want. Investment in
the online channel, integration, process re-design and business change is key.
With experience of working with over 100 Public Sector organisations and
as the leading consultancy working within the public sector, Jadu have
developed a 5 step plan that guides digital strategy and puts the
customer at the centre of transformation.