Signing up MVL customers for Direct Debit (DD) is currently paper based, time and cost consuming. It is also prone to errors and carries high risk of data protection breaches. Developing an online service for subscriptions is an ideal example of how we can demonstrate these 4 strategies in action.
Developing our 4 strategies will make a real difference:
Digital team – will look to work with the MVL team to identify which processes can be streamlined, automated, and allows for them to be reported on. They will provide the forms and DD in Granicus. No writing out forms, no waiting for the post. The requests can be checked by the client / family. The DD information can be checked live to ensure the bank details are correct. The accounts team can check and match clients in the finance system to ensure quality rather than handling tons of paper.
Customer Engagement will ensure that the customer journey is as smooth as possible and that the online forms are easy-to-use. We will ensure that the products, services and available options are easy to understand to encourage more sign-ups, and there will be help available over the phone and in person for those who need it. We will embody our values to listen, care, trust, lead and respect and excellent customer service is key.
Future Focus Workforce – HR team would look to work with the MVL team to identify which staff within or outside of the service area this change in technology affects, if the change will impact on their role, how significant the impact will be, if there are any skills or knowledge gaps and if so how these could be met (for example could training, coaching, work shadowing assist, maybe working with other local authorities or organisations to understand the tech better)
Service Transformation – By developing this for MV Life we can also look for opportunities to use the same technology in other areas. By helping our customers use our online service for Mole Valley Life, we would hope that this would entice them to use our website for other services too, which provides 24/7 for them and cheaper service delivery for us.