Digital Innovation in Local Government Customer Engagement & Management
Wednesday 5th September 2018
Bonhill House, 1-3 Bonhill Street, London, EC2A 4BX
Join us and members of the Digital Transformation team at Kent County 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 Kent County 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.
Carly Boiston, Business Service Centre Manager & Elliot Hall, Quality & Performance Officer, will share the Kent County Council Citizen Engagement 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
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.