We launched our LoveLewisham app back in 2005. Since then, lots of councils have embraced this kind of technology. Much of the focus has been on making it easier for residents to report problems to the local authority, usually promoted in the local press with a ‘We’ve got an app for that’ story. These apps are increasingly being used as part of the ‘Channel Shift’ agenda. Shifting residents away from call centres to report environmental problems can certainly save some money, but I don’t think this approach exploits the transformative potential of mobile technology.
Why wait for citizens to report things that our own staff and partners might have driven past several times already?
Is there ever a scenario where it will actually cost less to deal with a problem the longer we leave it? Graffiti attracts more graffiti, rubbish encourages more dumping etc. Refuse & recycling collection crews typically drive down every street in the borough at least twice a week, usually early in the morning. Getting them to use the LoveLewisham app helped us reduce call centre traffic by over 30% and drive-up satisfaction with our services. I’m convinced that we can take these ideas much further and go well beyond ‘Channel Shift ‘.
I’m looking forward to sharing some of these ideas at the Service Design in Government Conference. I shall present case study called ‘We’ve got an app for that’ is old hat! Going Beyond Channel Shift With LoveLewisham”
For Twitter users the hashtag for the conference is #SDingov @sdingov
These are just some of the reports from one of our refuse workers using our LoveLewisham app this morning. The first report was posted at 6.40 am. Each one of these reports is a potential resident call to our Contact Centre or, worse still a piece of costly complaint casework.
Since we’ve been using LoveLewisham, Environment-related calls to our Contact Centre have dropped by over 30%, saving £500 in Contact-centre costs alone. Lots of councils are rightly thinking about the savings that can be gained by channel-shifting resident reports from Contact Centres to the web or mobile web forms. Our experience points to a higher prize. Using our employees and partners to get to the problem first, using a richer, ‘work anywhere’ app like LoveLewisham to Channel-Avoid.
I’m really pleased to see the publication of a new case study on LoveLewisham/LoveCleanStreets in this month’s Customer Focus magazine, from the Institute of Customer Service. You can read the article here: Customer Focus 11 Lewisham
I recently gave a short presentation about our LoveLewisham work at a closeandremote event at the Deptford Lounge . They’ve kindly made it available to listen to here.