Docstoc
EXCLUSIVE OFFER FOR DOCSTOC USERS
Try the all-new QuickBooks Online for FREE.  No credit card required.

Channel Assessment Tool Package

Document Sample
Channel Assessment Tool Package Powered By Docstoc
					                                eService Strategic Plan
                                           Channel Strategy Workshop




                                           Deputy City Manager’s Office – Cluster A
                                                                  & Service Office

Deputy City Manager’s Office – Cluster A
311 Project Management Office
                                                                                 0
Workshop Agenda


      Schedule                                        Details

  1    1:00 – 1:15            Introduction & workshop goals

  2    1:15 – 1:45            Review current channel coverage in divisions &
                              interactive exercise

  3    1:45 – 2:00            Overview of channel strategy: context, key concepts

  4    2:00 – 2:30            Introduction to case study

  5    2:30 – 2:45            Break
  6    2:45 – 3:45            Channel Assessment Tool (case study)

  7    3:45 – 4:00            Wrap-up: Review of workshop objectives & next steps



          Deputy City Manager’s Office – Cluster A
          Service Office                                                            1
1. Workshop Goals



 • To help division management staff make the business
   case to enhance the value of services to the public by
   implementing new or additional service channels.



 • To provide hands-on experience with the Channel
   Assessment tool for actual services and service
   processes.




       Deputy City Manager’s Office – Cluster A
       Service Office                                       2
2. Current Channel Coverage in a Division
                                                                   E.g.: Health
                                                                                              Service Delivery   Service Delivery
                                                                                                  Channel            Network
                                                                              Information
                                                                               Exchange
                                                               offering
                                                  Mobile                                        Mobile Service
                                                  human                                           Counter
                                                   agent        offering       Material
                                                                              Exchange

                                                              E.g.: EMS
                                          with
                                                    E.g.: Toronto Film
                                                                              Information
                                                                               Exchange
                                                               offering
                                                 Stationary                                                        Transportation
                             In-Person                                                             Counter
                                          with    human                                                               Network
                            Interaction            agent        offering       Material
                                                                              Exchange

                                                                E.g.: Revenue



                    using
                                          with
                                                                              Information
                                                                               Exchange
                                                                                                                                     The Logical
                                                               offering                             Kiosk

                                                 Automat-
                                                 ed agent
                                                                 E.g.: Tourism                                                       Service Delivery
         Service
                                                               offering
                                                                               Material
                                                                              Exchange
                                                                                                                                     Model showing the
        Delivered                                                 E.g.: Service
                                                                        Ontario                      Mail
                                                                                                                    Mail/Courier
                                                                                                                     Network         full scope of
                                                                               Material             E-mail

                                                               offering
                                                                              Exchange
                                                                                                   Instant
                                                                                                                                     service delivery
                                                                                                Messaging/Chat

                    using
                                                  Human
                                                   agent
                                                                                                Text Message
                                                                                                   (SMS)
                                                                                                                                     channels
                                                               offering
                                                                              Information
                                          from                                 Exchange                              Telephony
                                                                                                     Fax
                                                                                                                      Network

                                                                                                    Phone
                              Virtual
                            Interaction
                                                                                                     IVR

                                                                                                   Website
                                          from
                                                                              Information       Mobile Website        Internet
                                                                offering       Exchange
                                                 Automat-                                           Mobile
                                                 ed agent                                         Application

                                                               offering
                                                                                                  Power Grid
                                                                            Material/Energy                         Infrastructure
                                                                              Exchange                                 Network
                                                                                                  Water Grid




        Deputy City Manager’s Office – Cluster A
        Service Office                                                                                                                                   3
2. Current Channel Coverage in a Division


                              Service processes requires the most analysis


                                                     Migrate to maximum extent to virtual interactions with automated agents

                                                                                                  9. Accept and
                                                                                                  process service
                                                                                                    complaints
   Available on all
     Channels

       1. Provide                                                                       7. Set service
                             2. Register recipient       3. Accept request tor                                  8. Deliver the service   10. Close service
   Information about                                                                delivery schedule and
                                for the service               the service                                               output             delivery case
         service                                                                             notify



                                                                  A       B                                               A
       4. Provide
   Information about
    related services
                                                                      A                                     B
   (service bundling)


                                                                                               Request additional 6.
                                                           5. Collect service fee
                                                                                                   information




                  Deputy City Manager’s Office – Cluster A
                  Service Office                                                                                                                             4
3. eService Vision & Strategies


 • Achieves Vision of “Toronto                                                               eService Vision:
                                                                                          Toronto at your Service


   at your Service”                                Accessible & Responsive –
                                                   available when, where and
                                                                                                                              People Centric – outside-in
                                                                                                                                     perspective
                                                     how the people need


    • Five key elements embodied                                      Channel of choice
                                                                                                                4E’s – Effective, Efficient,
                                                                                                                 Essential & Economical

      in the Vision                                                                             Acting as One




 • Six Strategies reflect
   leading practices                                                                              Bundle
                                                                                                Services for
                                                                                                  People
                                                                                                 Centricity
                                                                          Develop a
    • Tackles spectrum of required
                                                                                                                      Adopt a
                                                                          Culture of
                                                                                                                    Language of
                                                                           Service
                                                                                                                      Services
                                                                          Excellence
      changes in large                                                                            eService
                                                                                                 Strategies
      organizations                                                        Invest in                                  Leverage
                                                                           Common                                     Existing

    • Both aspirational and                                                Enabling
                                                                           Services
                                                                                                                    Initiatives &
                                                                                                                    Approaches
                                                                                                Govern for
      pragmatic                                                                                 “Acting as
                                                                                                  One”




        Deputy City Manager’s Office – Cluster A
        Service Office                                                                                                                                      5
3. eService Maturity Model & Implementation Plan
   Stage 0               Stage 1               Stage 2                   Stage 3                Stage 4                Stage 5


Silo Services
   –No bundling
                      Service
                      Information
                                            One-Way
                                            Service
                                                                     Two-Way
                                                                     Service
                                                                                              Service
                                                                                              Coordination
                                                                                                                      Service
                                                                                                                      Transformation
                                                                                                                                          • Leverage and Extend 311
   –No                   –Bundling for      Transaction              Transaction                –Multiple               –Elimination of
   consistency           proactive
                         information on
                         related
                                              –Information
                                              provided once
                                              used many
                                                                       –Tracking
                                                                       progress of
                                                                       service
                                                                                                services from
                                                                                                one service
                                                                                                request
                                                                                                                        redundant
                                                                                                                        processes
                                                                                                                        –Service by
                                                                                                                                          • Focus on Three Service Bundles
                         services             times                    requests                 –Workflow               service
                         –Service
                         Standards
                                              –Common
                                              services
                                                                       –Bundling as
                                                                       basis for
                                                                                                from service to
                                                                                                service
                                                                                                                        transformation
                                                                                                                                            • Business (Can Do, G2B, BizPal 2)
                                              available                consolidated
                                              –Cross
                                              Divisional
                                                                       information
                                                                                                                                            • Resident
                                              collaboration
                                                                                                                                            • Visitor
                                                                                      eService Today                                      • Establish Common Enabling
M ost City Services
provided as stand-
       alone
                                                                                                                                            Services
                                                                                                                                            •
                            BizPal
                             SAP                                                                                                                Portal,
                            IBM S                                  311                                eWedding

                                                                                                                                            •   Customer relationship management,
                                            eService in 1- 2 Years
                                                                                                                                            •   Identity management
                                             Initial versions of

    Few er City
 Services provided
                       Service bundling
                         adopted by
                       multiple Divisions
                                             common enabling
                                                   services         Business Registration                                                   •   Payment
                                             Electronic Forms             eWedding

                                                                                                                                          • Focus on Service Standard
only as stand-alone
                                                                                               M y Service Profile
                             SAP
                                                311 expanded to additional services            w ith initial set of
                             IBM S                                                                  services

                                                                                                                                            Development
                                                                     311 expanded to encompass most City
                                                                     services w ith tw o interaction and service
          eService in 5 Years                                        coordination
                                                                                                                                          • Provide Sustainable Program of
                                                                                                   M y Visit
                                                                                                 M y Account
                                                                                                                                            Change
  Very few City       Few City Services      Few City Services                                   M y Property              Selected
 Services only as          only as            only as one-w ay                                                         transformational
                                                                                              M y Service Profile          services
   stand-alone          informational            interaction


                                 Deputy City Manager’s Office – Cluster A
                                 Service Office                                                                                                                                     6
3. Channel Strategy

  Which services should be available to which target groups (of
  citizens and businesses) using which combination of service
  delivery channels?
    • Channel Assessment Tool assesses:
      • People Factors – Expectations and Preferences;
      • Service Characteristics;
      • Service Delivery Costs; and
      • Organizational Factors.
    • Series of recommendations:
      • Underpinned by need to develop service channel plans for all
        service processes, with bias towards virtual interactions with
        automated agents and
      • Consistent approach across the City supported by Enterprise
        Architectures (including technical and service/business
        architectures).
        Deputy City Manager’s Office – Cluster A
        Service Office                                                   7
3. Channel Strategy - Recommendations

             Section                                                               Details

                                                     Develop an authoritative inventory of all City services
 4.1     Language of Service
                                                     Develop an Enterprise Service Architecture complete to the service
                                                      process level

                                                     Implement a simple costing methodology to track costs of service
 4.2      Costing Information                         processes using different channels
                                                     Elaborate and enforce an Enterprise Architecture which specifically
 4.3   Design for Multi-Channel                       enables multi-channel delivery flexibility
                                                     Develop and maintain a complete inventory of all service delivery
 4.4 Channel Inventory & Plans                        channels in use
                                                     Plan which documents for each channel the current state of usage and
                                                      the short and medium term directions for the City for this channel.

                                                     City managers (within Divisions, Agencies, Boards and Commissions)
 4.5 Channel Plans for Services                       and Service Bundle champions should develop and maintain channel
         and Service Bundles                          plans for individual service processes and for bundles of service
                                                      processes and services
                                                     Basic and consistent information about all City services over all channels
 4.6   Availability of Information
            about Services
                                                     Develop service channel plans for all service processes, with a bias
 4.7   Service Channel Choices                        towards virtual interactions with automated agents and adding or
                                                      substituting other channels only when indicated by the application of the
                                                      Channel Assessment Tool.

           Deputy City Manager’s Office – Cluster A
           Service Office                                                                                                          8
Division Consultations


• We conducted consultations with a division from each
  cluster: Court Services (A), Municipal Licensing and
  Standards (B), Revenue Services (C).
• new/migrated channels are in place in the following
  service areas:

   Pet Licensing/Renewals (ePet) ML&S – Animal Services
   Parking Ticket Payment                      Revenue Services
   POA Fine Payment                            Court Services
   Complaints Processing                       ML&S – Investigation Services
   Business Licensing/Renewals                 ML&S – Licensing Services




    Deputy City Manager’s Office – Cluster A
    311 Project Management Office                                              9
Service Channels – Implemented/Explored


• Website

• Online Banking

• Interactive Voice
  Response (IVR)

• Electronic Kiosk

• Mobile Counters




    Deputy City Manager’s Office – Cluster A
    311 Project Management Office              10
Pressures to Migrate Services

Divisions noted the following reasons:

• Cost per transaction                         • Increase client pool
• Revenue generation                           • Availability of
                                                 technology/I&T support
• Compliance issues
                                               • Political pressure
• Staff productivity
                                               • Legislation
• Manual intensity of
  existing channels                            • Public safety concerns
• Volume of transactions                       • Precedence in other
                                                 jurisdictions / ‘keeping
• User convenience                               up the Joneses’

    Deputy City Manager’s Office – Cluster A
    311 Project Management Office                                           11
Challenges with Implementation

• Threshold of Adoption: Take-up of online payments flat-
  lines.

• Resistance to Change: Some target groups continue to
  use traditional, time-intensive service channels. Often staff
  retraining and/or a ‘culture shift’ is necessary.

• Service Bottlenecks: Staffing and business case
  approvals have been delayed by backlogs.

• Privacy/Security Concerns: issues with authentication;
  building a system that is easy to use but also secure

• Transferability: In some cases, common components
  were not developed/utilized to be used across platforms.

     Deputy City Manager’s Office – Cluster A
     311 Project Management Office                                12
Case Study: Court Services POA Fine Payment


• Initiative: To migrate a share of Provincial Offences Act
  (POA) fine payment services to more convenient, reliable
  and cost-effective channels.

• Target Group: People charged under the POA for
  offences occurring in Toronto, and required to pay a fine
  under $500. (*Uncontested parking tickets are handled by
  Revenue Services.)

• Timeline: Web-based payment (introduced July 2006, <1
  year for implementation); IVR (planned for 2011/12,
  ongoing implementation)



    Deputy City Manager’s Office – Cluster A
    311 Project Management Office                             13
Prior Service Issues


• After downloading, fine payment via Service Ontario
  electronic kiosks was eliminated.

• In 2005, three methods available for POA fine
  payments: mail, over-the-phone (with an agent), in-
  person.

• Two of three methods involve travel, wait-in-line time
  and/or office hour constraints.

• All methods involve interaction with a human agent,
  either front- or back-end.


    Deputy City Manager’s Office – Cluster A
    311 Project Management Office                          14
                            Channel Take-Up

                                                         PAYMENT TYPE AS PERCENT OF TOTAL PAYMENTS


                            70%
                                                                  Web-based payment has drawn almost entirely from prior traffic to phone-
                            60%                                   in and mail-in channels. Counter traffic (as a share of the total) has
                                         54%
                                                                  remained steady since implementation.
Total Payments in Percent




                            50%
                                                                  42%
                                                                                      40%                    40%
                            40%
                                                                                                                                   39%
                                                                  37%                                        31%
                                                                                      29%                                          32%
                            30%                                                                                                    29%
                                        29%
                                                                                       28%                   29%

                            20%                                   16%

                                       17%
                            10%
                                                                                       3%
                                         0%                         5%                                        0%                  0%
                            0%
                                       2005                      2006                 2007                   2008               2009
                                                                                       Year

                                                                   WEB           Phone-In          Mail-In          In Person
                                  Deputy City Manager’s Office – Cluster A
                                  311 Project Management Office                                                                              15
Implementation


• Opted for an in-house built system for web payments, for
  the following reasons:
   • Components can be reused to support the IVR system
   • allows in-house customer service representatives to
     take payments
   • Leveraged technology previously developed for
     Revenue Services web payment engine.
• Capital funding allocated from Court Services existing
  operating budget.
• Integrated with provincial offence record database.


    Deputy City Manager’s Office – Cluster A
    311 Project Management Office                            16
Partnerships

• The project involved the following Divisions/partners:
   • Corporate Access and Privacy - to ensure compliance to
     MFIPPA;
   • Internal Audit - to oversee the design of reconciliation
     process;
   • Legal - to develop Terms of Use statement and approve the
     legal agreement;
   • Information & Technology - to provide project management,
     programming, stress testing and infrastructure support;
   • Corporate Communications - to design web pages and
     media releases;
   • Court Services - to provide business expertise;
   • MTS AllStream - to perform external security audit.

    Deputy City Manager’s Office – Cluster A
    311 Project Management Office                                17
  Achievements

1. Service improvements: citizens able to access the service
   anytime, anywhere and it only takes a couple of minutes to
   complete the transaction.
2. Reliability: secure web site through the use of encryption and
   high availability improves customer confidence.
3. Maintainability: In-house developed solution provides
   flexibility in implementing whatever changes are necessary.
4. High quality: Developed by well-trained professionals and
   verified by an external partner to ensure the safest environment
   possible for the customer to conduct their business
5. Cost efficiency: Freed up staff time for other priorities,
   potentially avoid hiring more staff. Reduced cost per
   transaction.
       Deputy City Manager’s Office – Cluster A
       311 Project Management Office                                  18
Logical Service Delivery Model
                                                                                            E.g.: Health
                                                                                                                       Service Delivery   Service Delivery
                                                                                                                           Channel            Network
                                                                                                       Information

  Court Services POA Fine Payment 2005
                                                                                                        Exchange
                                                                                        offering
                                                                            Mobile                                       Mobile Service
                                                                            human                                          Counter
                                                                             agent       offering       Material
                                                                                                       Exchange

                                                                                       E.g.: EMS
                                                                 with
                                                                             E.g.: Toronto Film
                                                                                                       Information
                                                                                                        Exchange
                                                                                        offering                                            Transportation
                                                                          Stationary                                                         Transportation
                                                  In-Person
                                                    In-Person           Stationary                                         Counter
                                                                                                                           Counter              Network
                                                                                                                                                Network
                                                                 with       human
                                                 Interaction
                                                   Interaction           Human
                                                                             agent       offering       Material
                                                                                                        Material
                                                                          Agent                        Exchange
                                                                                                       Exchange

                                                                                         E.g.: Revenue
                                                                 with
                                                                                                       Information
                                             using                                                      Exchange
                                                                                        offering                             Kiosk

                                                                           Automat-       E.g.: Tourism
                                                                           ed agent
                                                                                        offering
                                                                                                        Material
                                Services
                                  Service
                                                                                                       Exchange
                                Delivered
                                 Delivered                                                 E.g.: Service                                     Mail/Courier
                                                                                                                                             Mail/Courier
                                                                                                 Ontario                      Mail
                                                                                                                              Mail            Network
                                                                                                                                              Network

                                                                                                        Material
                                                                                                        Material             E-mail
                                                                                                       Exchange
                                                                                                       Exchange
                                                                                        offering                            Instant
                                                                         Human                                           Messaging/Chat
                                                                          Human
                                             using                       Agent
                                                                           agent
                                                                                                                         Text Message
                                                                                        offering                            (SMS)
                                                                                                      Information
                                                                                                       Information
                                                                 from                                   Exchange
                                                                                                        Exchange                              Telephone
                                                                                                                                              Telephony
                                                                                                                              Fax
                                                                                                                                               Network
                                                                                                                                               Network

                                                                                                                            Phone
                                                                                                                            Phone
                                                     Virtual
                                                    Virtual
                                                  Interaction
                                                 Interaction
                                                                                                                              IVR

                                                                                                                            Website
                                                                 from
                                                                                                       Information       Mobile Website        Internet
                                                                                         offering       Exchange
                                                                           Automat-                                          Mobile
                                                                           ed agent                                        Application

                                                                                        offering
                                                                                                                           Power Grid
                                                                                                     Material/Energy                         Infrastructure
                                                                                                       Exchange                                 Network
                                                                                                                           Water Grid




            Deputy City Manager’s Office – Cluster A
            Service Office                                                                                                                                    19
Logical Service Delivery Model
                                                                                               E.g.: Health
                                                                                                                          Service Delivery   Service Delivery
                                                                                                                              Channel            Network
                                                                                                          Information

  Court Services POA Fine Payment 2010                                         Mobile
                                                                               human
                                                                                           offering
                                                                                                           Exchange
                                                                                                                            Mobile Service
                                                                                                                              Counter
                                                                                agent       offering       Material
                                                                                                          Exchange

                                                                                          E.g.: EMS
                                                                    with
                                                                                E.g.: Toronto Film
                                                                                                          Information
                                                                                                           Exchange
                                                                                           offering                                            Transportation
                                                                             Stationary                                                         Transportation
                                                     In-Person
                                                       In-Person           Stationary                                         Counter
                                                                                                                              Counter              Network
                                                                                                                                                   Network
                                                                    with       human
                                                    Interaction
                                                      Interaction           Human
                                                                                agent       offering       Material
                                                                                                           Material
                                                                             Agent                        Exchange
                                                                                                          Exchange

                                                                                            E.g.: Revenue
                                                                    with
                                                                                                          Information
                                                using                                                      Exchange
                                                                                           offering                             Kiosk

                                                                              Automat-       E.g.: Tourism
                                                                              ed agent
                                                                                           offering
                                                                                                           Material
                                   Services
                                     Service
                                                                                                          Exchange
                                   Delivered
                                    Delivered                                                 E.g.: Service                                     Mail/Courier
                                                                                                                                                Mail/Courier
                                                                                                    Ontario                      Mail
                                                                                                                                 Mail            Network
                                                                                                                                                 Network

                                                                                                           Material
                                                                                                           Material             E-mail
                                                                                                          Exchange
                                                                                                          Exchange
                                                                                           offering                            Instant
                                                                            Human                                           Messaging/Chat
                                                                             Human
                                                using                       Agent
                                                                              agent
                                                                                                                            Text Message
                                                                                           offering                            (SMS)
                                                                                                          Information
                                                                    from                                   Exchange                              Telephone
                                                                                                                                                 Telephony
                                                                                                                                 Fax
                                                                                                                                                  Network
                                                                                                                                                  Network

                                                                                                                                Phone
                                                        Virtual
                                                       Virtual
                                                     Interaction
                                                    Interaction
                                                                                                                                 IVR
                                                                                                                                 IVR

                                                                                                                              Website
                                                                                                                              Website
                                                                    from
                                                                                                         Information
                                                                                                          Information       Mobile Website        Internet
                                                                                                                                                  Internet
                                                                                            offering       Exchange
                                                                                                          Exchange
                                                                              Automat-
                                                                           Automated                                            Mobile
                                                                              ed agent
                                                                             Agent                                            Application

                                                                                           offering
                                                                                                                              Power Grid
                                                                                                        Material/Energy                         Infrastructure
                                                                                                          Exchange                                 Network
                                                                                                                              Water Grid




            Deputy City Manager’s Office – Cluster A
            Service Office                                                                                                                                       20
6. Channel Assessment Tool (CAT)


 • Example for Court Services POA fine payment (e.g., traffic
   fines)
    • Target group is persons charged under the POA for offences
      occurring in Toronto, and required to pay a fine under $500.
    • Examine the restoration of electronic kiosks (previously in place
      under Service Ontario) given the 4 existing (in-person, mail, web or
      planned IVR) service channels.

 • CAT helps you consider all the relevant factors as you
   consider changing the channel profile
        • Identifies issues you will need to investigate further
        • Prepares you for the planning, business cases and project
          submissions

        Deputy City Manager’s Office – Cluster A
        Service Office                                                       21
6. Channel Assessment Tool (CAT)




                                              Contains the factors that target groups use for evaluating a channel's
People Factors (by Target Group)
                                              capability to deliver a service
                                              Contains the factors that are used to consider whether a specific service
Service Characteristics
                                              can use a particular channel
                                              Cost of implementing and maintaining the technology required for the
Service Delivery Costs
                                              channel to be operational
                                              Contains the factors that the organization needs to consider when
Organizational Factors
                                              implementing a new channel for service delivery




             Deputy City Manager’s Office – Cluster A
             Service Office                                                                                               22
6. CAT - People Factors

 Note: CAT is designed so that high scores are good and low scores are “flags”
       or “cautions”
                                                                                                                      Factor                             Scoring Attributes
                                       Description                                                                    Weight      Low (Score: 1)         Medium (Score: 2)            High (Score: 4)
                                       Contains the factors that target groups use for evaluating a channel's
People Factors (by Target Group)
                                       capability to deliver a service
People Expectations
                                                                                                                                                        Can be offline for 1+
                                       Importance of the ability to access the channel at anytime for the target               Available only during    hours per day, but        Should be available
Convenience in Time                                                                                                     1
                                                                                                                               business hours           must be available         24/7
                                       group.
                                                                                                                                                        seven days a week
                                                                                                                                                     Channel network has
                                                                                                                               Channel network can                            Channel network can
                                                                                                                                                     limited availability and
Convenience in Place                   Importance of the ability to access the channel from anywhere                    1      only be accessed from
                                                                                                                                                     may depend on
                                                                                                                                                                              be accessed from
                                                                                                                               specific locations                             anwyhere
                                                                                                                                                     external factors
                                                                                                                               Wouldn't mind taking a                             Channel is self-
                                                                                                                                                      Wouldn't mind
                                       Importance of how easy the channel is to use for the target group (this                 tutorial or having                                 explanatory and
Convenience in Use                                                                                                     0.5
                                                                                                                               someone walk them
                                                                                                                                                      following written
                                                                                                                                                                                  requires little to no
                                       includes the level of technical skills required to use the channel)                                            instructions
                                                                                                                               through                                            learning
Channel Popularity                     Popularity of the channel for the specified target group                         1      Below 20% use it         20% - 40% use it          40%+ use it

                                                                                                                               Few means available      Means for accessing       Means for accessing
Channel Accessibility                  Accessibility level of the channel for the specified target group                1      for accessing the        the channel is readily    the channel is readily
                                                                                                                               channel                  available but is fairly   available to the public
                                                                                                                                                        expensive                 fairly cheaply
                                                                                                                               Need to acquire          Need to pay for
Consumer Channel Cost                  Average cost of the channel to the consumer                                      1      hardware and             services through a        Free
                                                                                                                               purchase services        third party
Channel Confidence & Accessibility
                                       Perceived level of privacy displayed by the channel, from the perspective of            Not willing to share    Willing to share some Willing to share almost
Privacy Perception                                                                                                      1
                                                                                                                               any private information private information   all private information
                                       the target group

                                                                                                                                                        Will hesistantly          Willing to conduct
                                       Perceived level of security displayed by the channel, from the perspective              Not willing to conduct
Security Perception                                                                                                     1
                                                                                                                               financial transactions
                                                                                                                                                        conduct financial         financial transactions
                                       of the target group                                                                                              transactions              without hesitation

                                                                                                                               Assistance available
                                                                                                                                                     Must have assistance Must have live
                                                                                                                               through means that
Assistance Available                   Level of assistance required by the target group for the channel being used      1
                                                                                                                               may take up to 5 days
                                                                                                                                                     that will responsd   assistance available at
                                                                                                                                                     within 24 hours      all times
                                                                                                                               to respond


                        Deputy City Manager’s Office – Cluster A
                        Service Office                                                                                                                                                                      23
 6. CAT - People Factors (for case study)
                                                                                                Channels

                                                                                       Factor    In-Person                      Electronic
                          Description                                                  Weight     Counter    Mail   Web   IVR     Kiosk
People Factors (by Target Contains the factors that target groups use for evaluating
Group)                    a channel's capability to deliver a service                               28       29     24    26       24
People Expectations                                                                                 16       20     18    20       16
                     Importance of the ability to access the channel
Convenience in Time                                                                       1.0       1         4      4    4         2
                     at anytime for the target group.
                     Importance of the ability to access the channel
Convenience in Place                                                                      1.0       1         4      4    4         2
                     from anywhere
                            Importance of how easy the channel is to use
Convenience in Use          for the target group (this includes the level of              0.5       4         4      4    4         4
                            technical skills required to use the channel)
                            Popularity of the channel for the specified
Channel Popularity                                                                        1.0       4         2      2    2         2
                            target group
                            Accessibility level of the channel for the
Channel Accessibility                                                                     1.0       4         4      4    4         4
                            specified target group
Consumer Channel
                            Average cost of the channel to the consumer                   1.0       4         4      2    4         4
Cost
Channel Confidence &
Accessibility                                                                                       12        9      6    6         8
                            Perceived level of privacy displayed by the
Privacy Perception          channel, from the perspective of the target                   1.0       4         4      2    2         2
                            group
                            Perceived level of security displayed by the
Security Perception         channel, from the perspective of the target                   1.0       4         4      2    2         2
                            group
                            Level of assistance required by the target
Assistance Available                                                                      1.0       4         1      2    2         4
                            group for the channel being used
                      Deputy City Manager’s Office – Cluster A
                      Service Office                                                                                                         24
     6. CAT – Service Characteristics and Service Delivery Costs




                                                                                                                     Factor                             Scoring Attributes
                                      Description                                                                    Weight      Low (Score: 1)         Medium (Score: 2)        High (Score: 4)
                                      Contains the factors that are used to consider whether a specific service
Service Characteristics
                                      can use a particular channel
                                                                                                                              Significant additional   Minor additional       Business processes
                                      Ability of the channel to support the processes necessary for delivering the
Service Support Capabilities                                                                                          0.5     processes need to be     processes need to be   do not need to be
                                      service (service profile)                                                               added                    added                  modified
                                      Ability to integrate with other channels already in operation. This should              $.5M+ investment         $.25M - $.5M           $0 - $.25M investment
Chanel Integration Capabilities                                                                                       0.5
                                                                                                                              needed                                          needed
                                      align with the integration costs below.                                                                          investment needed
                                      Cost of implementing and maintaining the technology required for the
Service Delivery Costs
                                      channel to be operational
                                                                                                                                                       Between $100K and
Implementation Costs                  The associated cost to implement the channel                                     1      Greater than $500K
                                                                                                                                                       $500K
                                                                                                                                                                              Less than $100K

                                      The associated cost to integrate the channel with other channels already in                                      Between $100K and
Integration Costs                                                                                                      1      Greater than $500K
                                                                                                                                                       $500K
                                                                                                                                                                              Less than $100K
                                      operation
                                                                                                                                                       Between $50K and
Maintenance Costs                     Ongoing maintenance costs to ensure that the channel remains operational         1      Greater than $100K
                                                                                                                                                       $100K
                                                                                                                                                                              Less than $50K

Anticipated Customer Take-up Rate     Anticipated take-up rate by the public in 12 months                              1      Below 10%                Between 10% and 20% Greater than 20%
Anticipated Avg. Per Customer Cost    Expected average cost per transaction                                            1      Greater than $3          Between $1 and $3      Less than $1




                          Deputy City Manager’s Office – Cluster A
                          Service Office                                                                                                                                                           25
 6. CAT – Service Characteristics and Service Delivery Costs
 (for case study)

                                                                                              Channels

                                                                                     Factor    In-Person                      Electronic
                          Description                                                Weight     Counter    Mail   Web   IVR     Kiosk


Service Characteristics   Contains the factors that are used to consider whether a
                          specific service can use a particular channel                           4         4      4    4         3
                          Ability of the channel to support the processes
Service Support
                          necessary for delivering the service (service                 0.5       4         4      4    4         4
Capabilities
                          profile)
                          Ability to integrate with other channels already
Channel Integration
                          in operation. This should align with the                      0.5       4         4      4    4         2
Capabilities
                          integration costs below.
                          Cost of implementing and maintaining the
Service Delivery Costs    technology required for the channel to be
                          operational                                                             15       16     20    18       10

Implementation Costs The associated cost to implement the channel                       1.0       4         4      4    4         2

                          The associated cost to integrate the channel
Integration Costs                                                                       1.0       4         4      4    4         2
                          with other channels already in operation
                          Ongoing maintenance costs to ensure that the                            2
Maintenance Costs                                                                       1.0       4         4      4    4         2
                          channel remains operational
Anticipated Customer Anticipated take-up rate by the public in 12
                                                                                        1.0       2         2      4    2         2
Take-up Rate         months
Anticipated Avg. Per
                          Expected average cost per transaction                         1.0       1         2      4    4         2
Customer Cost


                   Deputy City Manager’s Office – Cluster A
                   Service Office                                                                                                          26
 6. CAT – Organizational Factors




                                                                                                                                                 Factor                             Scoring Attributes
                                           Description                                                                                           Weight      Low (Score: 1)         Medium (Score: 2)        High (Score: 4)
                                           Contains the factors that the organization needs to consider when
Organizational Factors
                                           implementing a new channel for service delivery

 Resource Levels                           Ability of the Organization to support the channel with the current level of resources (i.e.:           1      30%+ additional staff    10% - 30% additional   0% - 10% additional
                                           there is no need for additional resources)                                                                     required                 staff required         staff required
                                           Ability of the organization to support the channel with the current level of employee skills (i.e.:            30%+ of staff requires   10% - 30% of staff     0% - 10% of staff
 Employee Skills                                                                                                                                   1
                                           there is no need for additional training)                                                                      training                 requires training      requires training

                                           Ability of the organization to support the channel with the current corporate culture (i.e.: there             Significant cultural     Minor cultural changes No cultural changes
 Culture                                                                                                                                           1
                                           is no need to change the values ,beliefs, or behaviours)                                                       changes are required     are required           are required

                                           Ability of the organization to support the channel with the current technology infrastructure in
                                                                                                                                                          $5M+ investment          $.25M - $5M            $0 - $.25M investment
 Technology Infrastructure                 place (i.e.: there is no need to add additional technology infrastructure capabilities). This           1
                                                                                                                                                          needed                   investment needed      needed
                                           should align with the infrastructure costs below.




                             Deputy City Manager’s Office – Cluster A
                             Service Office                                                                                                                                                                                     27
   6. CAT – Organizational Factors (for case study)


                                                                                       Channels

                                                                              Factor    In-Person                      Electronic
                         Description                                          Weight     Counter    Mail   Web   IVR     Kiosk
                         Contains the factors that the organization
Organizational Factors   needs to consider when implementing a new
                         channel for service delivery                                      14       14     16    16       12

                         Ability of the Organization to support the
Resource Levels          channel with the current level of resources             1.0       2         2      4    4         2
                         (i.e.: there is no need for additional resources)
                         Ability of the organization to support the
                         channel with the current level of employee
Employee Skills                                                                  1.0       4         4      4    4         4
                         skills (i.e.: there is no need for additional
                         training)
                         Ability of the organization to support the
                         channel with the current corporate culture (i.e.:
Culture                                                                          1.0       4         4      4    4         4
                         there is no need to change the values ,beliefs,
                         or behaviors)
                         Ability of the organization to support the
                         channel with the current technology
Technology               infrastructure in place (i.e.: there is no need to
                                                                                 1.0       4         4      4    4         2
Infrastructure           add additional technology infrastructure
                         capabilities). This should align with the
                         infrastructure costs below.



                     Deputy City Manager’s Office – Cluster A
                     Service Office                                                                                                 28
   Case Study Summary Scores




                                                                                  Channels
                                                                         Factor   In-Person                      Electronic
                       Description                                       Weight    Counter    Mail   Web   IVR     Kiosk
                       Contains the factors that target groups use for
People Factors (by     evaluating a channel's capability to deliver a                28       29     24    26       24
Target Group)          service
                       Contains the factors that are used to consider
Service                whether a specific service can use a particular               4         4      4    4         3
Characteristics        channel
                       Cost of implementing and maintaining the
Service Delivery       technology required for the channel to be                     15       16     20    18       10
Costs                  operational
                       Contains the factors that the organization
Organizational         needs to consider when implementing a new                     14       14     16    16       12
Factors                channel for service delivery

TOTAL                                                                                61       63     64    64       49




                   Deputy City Manager’s Office – Cluster A
                   Service Office                                                                                         29
6. Channel Assessment Tool - Review


  • What else did we see in the case study when using
    the Channel Assessment Tool?
           •
           •



  • What changes should we make to the CAT as a tool
    to make it more useful?
           •
           •



      Deputy City Manager’s Office – Cluster A
      Service Office                                    30
7. Workshop Summary – Goals & Next Steps


                 Workshop Goals                   Comments - Suggestions


  To support division management
  staff in making the business case for
  enhancing the value of services to the
  public by implementing new or
  additional service channels.

  To provide hands-on experience in an
  interactive workshop setting for
  Divisions to try out the Channel
  Assessment tool with actual services
  and service processes.



       Deputy City Manager’s Office – Cluster A
       Service Office                                                      31
Kamal Sangha
Service Office
416-392-3696
ksangha@toronto.ca

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:1
posted:5/16/2012
language:
pages:33
fanzhongqing fanzhongqing http://
About