CRM for Neighbourhood Contact Centre (NCC) LIVE

Project details:

Organisation London Borough of Hackney
Department Housing
Collaboration Level Open To Conversation
Budget £0K > £50K
Key Contact Susan McFarland-Lyons
Phase start 30 September 2018
Phase Estimated end 01 February 2019

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Description

Vision: To create a digital service that makes it easier to log customer contact so that residents enjoy better customer service; and so that Hackney can gain insight into citizens’ queries and concerns. MVP User Stories: Paying rent Sending links via email and SMS Ringing with a rent transaction query Setting up a standing order or direct debit Requesting a printed statement Wanting a refund Logging a call type and reason Writing notes to both CRM and Action Diary Sample Metric: Number of calls about rent should reduce as callers channel shift.


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Status Updates

15 March 2019

  • Susan McFarland-Lyons

    The service is now being used by all agents all the time and we are in Continuous Improvement, with a proto Support Agreement between HackIT (aka Hackney ICT) and the Neighbourhood Contact Centre. See more

08 March 2019

  • Susan McFarland-Lyons

    We're adding the finishing touches to this service before we head into Support and Continuous Improvement. Read more here

03 March 2019

  • Susan McFarland-Lyons

    We are live! All the agents started using the new service for real calls on Friday. We're gathering great feedback and implementing improvements on the fly. See more here

22 February 2019

  • Susan McFarland-Lyons

    We've blitzed the bugs this week and have demo'ed the test site to customer service agents. Next week, they'll be using the real thing! See more here.

22 February 2019

  • Susan McFarland-Lyons

    We've blitzed the bugs this week and have demo'ed the test site to customer service agents. Next week, they'll be using the real thing! See more here.

17 February 2019

17 February 2019

02 February 2019

  • Susan McFarland-Lyons

    We've completed all the major development work and are giving the service one final polish before rolling out to all 20 agents and moving into Continuous Improvement. See G+ for more details. 

02 February 2019

  • Susan McFarland-Lyons

    We've completed all the major development work and are giving the service one final polish before rolling out to all 20 agents and moving into Continuous Improvement. See G+ for more details. 

18 January 2019

  • Susan McFarland-Lyons

    Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK

18 January 2019

  • Susan McFarland-Lyons

    Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK

18 January 2019

  • Susan McFarland-Lyons

    Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK

18 January 2019

  • Susan McFarland-Lyons

    Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK

18 January 2019

  • Susan McFarland-Lyons

    Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK

18 January 2019

  • Susan McFarland-Lyons

    Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK

11 January 2019

  • Susan McFarland-Lyons

    We're rounding off the Improve aspect of this service and are now adding other call types and reasons to the CRM so that we can get a fuller record of caller interactions. 

    https://plus.google.com/u/0/107148884512985719281/posts/Ywg4phdMma6

21 December 2018

  • We're now live with eight call centre agents and continue to iterate following their feedback.  https://plus.google.com/107148884512985719281/posts/e7Fg8CCfwbn

21 December 2018

  • We're now live with eight call centre agents and continue to iterate following their feedback.  https://plus.google.com/107148884512985719281/posts/7NQqBSQ8284

09 December 2018

  • Susan McFarland-Lyons

03 December 2018

  • Susan McFarland-Lyons

    We've been putting v2.0 through its paces this week ahead of rolling out to agents tomorrow. We're trying to cram in a few remaining usability tweaks today that will make all the difference to agents. Read more here:

    https://plus.google.com/107148884512985719281/posts/P2AZSpDVnNc

16 November 2018

  • Heading to launch and working out how to generate reports and charts with our data in Qlik. See more at https://plus.google.com/107148884512985719281/posts/cFPutQzfdV4

12 November 2018

  • Entering our final sprint and preparing for our local government digital service standard assessment. See here for more https://plus.google.com/107148884512985719281/posts/Abx7xYfdNGn

05 November 2018

  • Transactions are now displayed on our custom interface to MS Dynamics and we've started formulate our end-to-end testing plan with agents. More here https://plus.google.com/107148884512985719281/posts/ESTQYduSER7

26 October 2018

  • Coding up stories around taking rent payments via our interface this week. See for more details https://plus.google.com/107148884512985719281/posts/Kz16x16msLu

20 October 2018

  • We've gone live this week with our first piece of functionality that allows call centre agents to log call types and reasons and send out links to key services such as Pay My Rent site and Direct Debit forms via text or email on Gov.Notify. See https://plus.google.com/u/1/107148884512985719281/posts/3wyYCDDS85T for more.

08 October 2018

  • Working on Single Sign On and discussing the next sprint goal of Taking a Rent Payment. See for more details: https://plus.google.com/u/0/107148884512985719281/posts/PzLdi1ifBFo

01 October 2018