www.southwark.gov.uk transforming the customer experience melanie scott
TRANSCRIPT
www.southwark.gov.uk
Transforming the Customer Experience
Melanie Scott
www.southwark.gov.uk
www.southwark.gov.uk
“Tell Us Once”
Secondary information
• Sir David Varney
• Changes of circumstances
• Pilot sites•Southwark Council•Wolverhampton City Council•Rotherham Metropolitan Borough Council
www.southwark.gov.uk
Bereavement
Secondary information
Who do I tell?
What do they need?
When shall I do it?
What difference does it make?
www.southwark.gov.uk
Bereavement – Initial Findings
Secondary information
• Customer insight-Nationally-Locally
• Duplication
• Registration of death
www.southwark.gov.uk
Southwark’s Bereavement Support Service
Secondary information
• Bereavement Support Officers (BSOs)
• Initially based in registrars
• Local Hospitals
• Closing the loop
www.southwark.gov.uk
Death Registered elsewhere
Visit to Southwark
registrar
Contact via CSC
Appointment with BSO
Southwark Council
DWP
HMRC
DVLA
Appointment with BSO
3rd & Private Sector
Bereavement Support Service• Notification and who else to tell• Benefits & other service entitlement check• Signposting Counselling and other support services• Council ‘friend’
Local Hospitals
www.southwark.gov.uk
Results so far
Secondary information
• 60% take up of service
• Reduction in avoidable contacts
• Additional Benefits & services
• Improvement in back office process
• Out of borough help
www.southwark.gov.uk
Our Customers
Secondary information
www.southwark.gov.uk
Lessons Learnt
Secondary information
• Time scales
• Understanding the customer
• Existing services
• Staff knowledge & commitment
• Training & Support
• Sustainable Solutions
• Future development
www.southwark.gov.uk
Any questions?
Secondary information