Migrating to Self Service

With the concept of 'Digital by Default' and the push to deliver ever more efficient customer services, practitioners are turning to migrating access to cheaper channels.  The debate around channel migration is maturing; we no longer trust that costs will automatically fall if services are placed 'online' instead of via the telephone.  It depends on: what service is enabled online? to what depth? what breadth? is it transactional? is supporting technology sufficient to prevent double entry keying? will it create avoidable contact elsewhere? cost the organisation more elsewhere in the process? and so on.

From buying products online to online banking, the world of self service in the private sector has grown at an astonishing rate in recent years.   Practitioners in the public sector are beginning to catch up as they are talking more and more about enabling customers and patients to self-serve as a way to reduce costs.

This session will explore some of the questions that you may have around self service in the public sector including:

• what good examples of self service are out there?
• what are the pitfalls of customer self service?
• Will self service really deliver efficiency savings?
• What are ways to offer self service?
• Which services would work best for self service?
• Does self service automatically mean transactional web services or are there other options?
• Who has made efficiency savings in this area?
• What is the business case for self serve? 

 Confirmed speakers:

Adrian Moores (Stockport Council) Event Chair

Catherine Mosely (Tameside Council) on Online School admissions

Guy Giles (Looking Local) on making public services available through TV & Smartphones

Peter Tolland (North Lanarkshire council) on online self service for Customer First

Martin Cliff (Oxford City Council) on making Oxford City Council's website transactional

Howerd Booth & Jayne Fletcher (South Ribble Council) on the development of PowWow for the third sector 

Andy Phoenix (Trafford Council) on Info Trafford

Julian Tait (Future Everything) on the Internet of Things

Event Registration & Cancellation information: FREE attendance for those individuals from organisations that have a current subscription with iNetwork .  For non subscribing members, the cost is £295 per person.

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In the drive towards efficiency and the effective management of resources, catering arrangements will only be made for registered delegates. If you plan to attend, please register no later than 5 working days before the event in order that we may confirm numbers with the venue. 
 
Please let us know in plenty of time if you have booked onto the event but cannot attend. No cancellation charges apply, however each no-show or last minute cancellations is costly, using funds that cannot be recouped.  Sufficient notice [at least 7 days in advance - which is the minimum notification for most venues to arrange catering] or delegate substitution with a colleague is much appreciated.