From our research and talking with Authorities the following are areas that we believe would be of interest and relevant post Lockdown:
How Outreach will deflect contact and deliver a better experience
The importance of Agility in a period of uncertainty which may become the norm
Employee Cultural challenges – transformation is challenged by the resistance to change, how could this change.
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Presenters
Emma Sutton
Senior Customer Director EMEA, Cloud Transformation at Oracle
Martin Dolny
Public Sector Business Development - Smart City, Citizen Services, eGovernment and G-cloud, Oracle
Nick Hill
Host, LocalGovDigital LOCKDOWN
Creator of Public Sector Forums, #channelshiftcamp, Public Sector Customer Services Forum & Event Maker @ LocalGovDigital
Keith Tinson
Customer Experience Director, Oracle
I have been working in the Public Sector for many years, currently focused on working with Local Authorities to enable an improved citizen experience through the adoption of Digital capability. Passionate about improving poor service, driving better outcomes and keeping it simple for the citizen
About
Oracle provides a world class Customer Experience Digital Platform to over 4000+ customers from all sectors including some of the world’s largest organisations such as British Airways, County of New York, RBS, Virgin, NHS, Tesco’s, HM Land Registry, Capita, DfE, LinkedIn, BT, Nike, Santander and many more. More relevantly Service Cloud is also used across a number of UK Local Authorities such as Solihull MBC, Calderdale Council, City of York Council, Argyll & Bute and many more.
The Oracle Local Government Cloud platform, provides a robust customer management system which will support customer contact effectively now and in the future.
Oracle Local Government Cloud platform is designed to fully deliver and promote services via any or multiple channels. Supported by our approach to customer journey mapping digital channels can be made intuitive, simple and flexible thus support the Digital First principle. This provides a platform and approach to support this rather than technology being a barrier.
Where citizens are unable to use Digital channels the platform provides other means to support them. This ranges from assisted digital support with our conversational AI enabled capability which includes web chat and co-browse through to a fully multi-channel desktop environment for customer service advisors. Our belief is that the agent environment must be rich enough to enable customer service advisors to offer consistent advice regardless of the channel of contact.
From our research and talking with Authorities the following are areas that we believe would be of interest and relevant post Lockdown:
How Outreach will deflect contact and deliver a better experience
The importance of Agility in a period of uncertainty which may become the norm
Employee Cultural challenges – transformation is challenged by the resistance to change, how could this change.