Public Sector Customer Services Forum
PSCSF is an on and offline community of customer services practitioners in the Public Sector. The community's membership comes from:
* Local Authorities
* Housing Associations
* NHS Trusts
* "Blue Light Services"
and other organisations in the Public Sector with a customer services and/or contact centre function.
The forum looks at technologies, management issues and best practice across the Public Sector
(t) 0161 408 7410
(m) 07816 830221
Digital Innovation in Local Government Customer Engagement & Management
Tuesday 1st May 2018
Dakota Hotel, Edinburgh EH30 9QZ, UK.
Join us and Argyll & Bute Council for a half day interactive session looking at:
- Going from Contact Management to Customer Engagement
- Unlocking the REAL Digital Transformation Savings with Systems Integration
- How the Internet of Things can Streamline Processes, Deliver Better Customer Experience & Produce Savings
- How using Automation can support staff & citizens
This half day session, hosted by the Public Sector Digital Transformation Forum, focuses on how Argyll & Bute Council, through the implementation of an integrated, omni-channel customer engagement platform, has utterly transformed service efficiency and customer experience.
The Customer Engagement solution transformed the Council from a re-active, on-demand culture to being an omni-channel, pro-active and responsive organisation engaging with customers in ways and at times they choose.
Jamie Robertson, Customer Management Project Manager will share the Argyll & Bute Digital Transformation journey, from Contact Management to Customer Engagement and how they had to:
- Changing Customer Engagement Culture
- Deal with & change systems that couldn’t support Digital First aspirations and our new customer engagement culture
- Understand their Digital Capability
- Utilise Customer Insight
- Integrate systems
We will also be looking at sessions on how certain Technologies such as Automation & the Internet of Things are supporting Local Government Digital Transformation strategies, supporting a reduced council workforce and still delivering a great Customer Experience along with Customer Satisfaction & Savings.
We will have a number of openfloor Q&A sessions and interactive roundtable discussions and activities around the key issues raised by these insightful presentations.
All refreshments and lunch will be provided.
To register you and/or colleagues (places are limited).