Channel Shift Initatives
Moving transactional content online will release specialist staffing resources to deal with more complex enquiries or enable them to spend more time with those that need extra help.
It is proposed that the implementation team work with service areas to review the channel shift initiatives outlined below, adopting those that are relevant. The principles supporting the initiatives adhere to three basic principles:
- Simple – the preferred methods of contact for the Comhairle should be the most user friendly, so as to drive a shift in customers’ behaviours.
- Cost Effective – we determine ways to deliver services effectively but at a lower cost.
- Inclusive – we do not disadvantage any individual by limiting the choice of contact methods available.