Attachment 2 - Channel improvement principles Be clear Be helpful Make it easier Do what you say Online Develop an Provide ‘next steps’ Optimise the website Create a system and appropriate to customers that for mobiles allowing process to keep navigation and are clear and customers to access content regularly language system, by intuitive services at a time, updated and co-designing with and on a consistent across Provide on the spot customers assistance, e.g. device suitable to channels them Use plain English Provide secure and trustworthy payment Explain options to Provide customers Adopting IDM, customers and if with the ability to government options accounts (My necessary link complete initial Provide online Account and ABA) customers to research across service delivery enabling customers alternative channels government feedback options to complete and Delivering online coordinated social Incorporate monitor services media channels content through and customer feedback online in line with the Decommission into service design Implement Consistent User agency legacy sites Experience (CUE) options to Provide FAQs allow customers to transact 24/7 Face-to-face Use Make customer Provide information Deliver on KPIs, language transactions on all services, ensuring the across signs, forms efficient, e.g. across all outlets customer receives and service concierges to timely and helpful Allow multiple descriptions provide direction transactions to be service delivery and required forms Ensure customers completed in one Publish current can understand the Personalise service location estimated wait times end-to-end process delivery, based on to help manage Ensure counters are customer needs and customer located and open at situation expectations times logical and Support customers convenient to Provide the right service mode customers person with the preferences, e.g. rights skills and Simplify transactions through kiosks with the use of expertise to resolve customer issues Provide proactive, kiosks and opposed to reactive, new technologies Empower staff to service delivery Provide in-store resolve queries at the counter or Provide next steps digital options that are clear and connect to correct Review/reengineer person intuitive customer facing processes
Attachment 2 - Channel improvement principles Be clear Be helpful Make it easier Do what you say Online Develop an appropriate navigation and language system, by co-designing with customers Use plain English Explain options to customers and if necessary link customers to alternative channels Delivering online content through and in line with the Consistent User Experience (CUE) Provide ‘next steps’ to customers that are clear and intuitive Provide on the spot assistance, e.g. Provide customers with the ability to complete initial research across government coordinated social media channels Decommission agency legacy sites Provide FAQs Optimise the website for mobiles allowing customers to access services at a time, and on a device suitable to them Adopting IDM, government accounts (My Account and ABA) enabling customers to complete and monitor services online Implement options to allow customers to transact 24/7 Create a system and process to keep content regularly updated and consistent across channels Provide secure and trustworthy payment options Provide online service delivery feedback options Incorporate customer feedback into service design Face-to-face Use language across signs, forms and service descriptions Ensure customers can understand the end-to-end process Make customer transactions efficient, e.g. concierges to provide direction and required forms Personalise service delivery, based on customer needs and situation Support customers service mode preferences, e.g. through kiosks Provide proactive, opposed to reactive, service delivery Provide next steps that are clear and intuitive Provide information on all services, across all outlets Allow multiple transactions to be completed in one location Ensure counters are located and open at times logical and convenient to customers Simplify transactions with the use of kiosks and new technologies Provide in-store digital options Review/reengineer customer facing processes Deliver on KPIs, ensuring the customer receives timely and helpful service delivery Publish current estimated wait times to help manage customer expectations Provide the right person with the rights skills and expertise to resolve customer issues Empower staff to resolve queries at the counter or connect to correct person