Yesterday I had the opportunity to attend the London customer access social media group hosted by Royal Borough of Kensington and Chelsea where we presented on our forthcoming #litter2twitter survey. The group was made up of Heads of Service and customer access Managers from across London and I was impressed by their commitment in getting to grips with new technologies and the impact they will have on customer access strategies.
The level of innovation was high but I wanted to share one particular example of a pilot that London Borough of Bromley has been doing with My Society which launched in May 2012. This got me really excited and I believe its a great example of how new media can revolutionise service delivery.
If you don’t know them, My Society are the organisation who founded Fix my Street. For this pilot they have worked with Bromley to integrate the Fix my Street interface with Bromley’s “Report It” function. Now residents see the ongoing repair work that the Council is doing across the Borough on a jazzy map which discourages people from reporting the same issue twice. In addition, the back office function is smoothly integrated and all messages sent between resident and council officer are displayed next to the map as a narrative of how the repair was handled. You can’t get much more transparent than that!
Provisional reports from Bromley suggest an increase in take-up of online reporting of around 7% and a measurable channel shift away from phones, dropping 2%. I think this is a brilliant example of integrating an innovative new media platform with an important customer service. Get in touch if you have any similar examples you’d like to share.