Council Online Booking and Digital Transformation Report
January 28, 2020
Welcome to the Digital Transformation Charnwood Borough Council citizen engagement, appointment scheduling, and online booking report. Having put in place a key pivotal system, Charnwood continued to benchmark success and the incredible results that have come out of their project with BookingLive’s Online Booking, Online Scheduling System and Appointment Solution.
Key findings from within the report are shown below. These findings are key digital transformation success indicators that are transferable across local government organisations globally that implements BookingLive into its solution offering.
Council Internal Reporting
- 88% of all new orders for booking activities or buying WCs were made online in the first – this has steadily risen to 93% over subsequent programmes
- 68% reduction in calls – consistent reduction
- 50% reduction in administrative tasks – and still rising
- Customers can access and update their information in real-time and independently via their BL account
- 67% increase in WC memberships – consistent
- 29 hours reduction in CC advisors’ resources needed
- Robust and complete database of WC members updated in real-time
- Reduction in the potential for error
- Cost savings to the authority and the customer on stationery and postage
In the summer programme, 1 customer booked 28 separate activities in 1 transaction – out of normal office hours in around 30 minutes – it is thought that this would have previously taken 1 officer most of the day and several contacts with the customer.
Customer Survey Results
- 85% were satisfied or very satisfied with the new process – no one was dissatisfied. 91% of those that answered were satisfied or very satisfied with the ease of booking. 88% rated the service good and above
The web team also reported a 104% increase in relevant web page hits.
Due to the success of the above the Council Leisure Team now use Booking Live’s appointment booking, scheduling tool and other booking services to promote the uptake of a wide variety of different solutions as their system of choice.
Digital Transformation Project Detail
Booking Live (BL) Deployment
Implementation of a new corporate booking system which would enable customers and local citizens to easily book Active Charnwood holiday programme (HAP) activities and purchase Wild Card (WC) scheme memberships online via Charnwood Borough Council (CBC) online scheduling website whilst still being able to provide an improved service for those customers who may need some support or prefer to use the existing traditional channels such as phone or face to face.
Project Requirements and The Solution
Booking activities were done using a single contact channel (phone) through the Council’s Contact Centre (CC) during standard opening hours. The process was very manual and administratively heavy, relying on simple spreadsheets and wall charts to monitor bookings made, manual calculations of costs (including any relevant applicable discounts) with paper confirmations, instructions and guidance sent by post to customers.
The majority of WC purchases were also made using the same contact channel (phone), although there was the ability to buy/apply for them from the locally owned but privately-run Leisure Centres. Paper application forms were used and paper membership documents sent in the post.
Where forms were completed at a Leisure Centre, the form had to be physically collected or brought to the Leisure team, checked then passed to the CC team for manual input on Lagan. Any payments due to the Council were paid over in bulk at an agreed time within the financial year – leading to checks required to balance the books etc.
Related CRM scripts were not being used for various reasons leading to workarounds and service/process knowledge was dependant on the experience of the individual officer and due to the manual processes, there was a reliance on staff remembering to do something.
There was no working renewal process in place and there was no robust database of members. The volumes of WCs appeared to be reducing.
As a result of the above, processes were lengthy for both external and internal customers, open to error and difficult to accurately understand the WC membership in terms of volumes and the customer base and customer insight indicated that customers would welcome an online option.
Consequently, the service determined that the above was no longer fit for purpose and an online solution sought to help facilitate the overall process redesign , this also linked in well to meeting the Council’s corporate priorities/vision/values.
A procurement exercise was undertaken to purchase a corporate online booking system. BL were successful in bidding for the contract.
Working in partnership with BL our new online booking system was successfully delivered and went live on 01/04/2019 at 8.00am with a publicised time of 8.30am with the first booking being made online at 8.27am that day for multiple activities.
The new booking and buying of WCs process is now fully electronic from end to end, regardless of what contact channel the customer uses to access the service, and they have immediate electronic notifications and access to all their information via their BL account.
Customers can access the service and information 24/7 365 days per year.
Find Out More
Find out more about BookingLive’s scheduling system and its partnership with organisations going through digital transformation, and how BookingLive can bring its 10+ years of successfully servicing the public sector to support you with your department’s digital goals, please contact us via email, or call +1 (0)117 933 8632 to speak with one of our public sector solutions specialists.
To see a live demonstration of this booking software solution above and others click the link below.