So coupled with a central Government agenda of cost-cutting, whatever the Administration in place, the digitisation of public services looks set to continue. In fact a recent survey by Goss Interactive highlighted that on average public sector organisations plan to save £1.75m each through Channel Shift in 2015.
But how much does it actually save your organisation to shift customers to online channels?
- £7.40 for face-to-face
- £2.90 for the telephone
- £0.32 for web enquiries
- Increase customer service and satisfaction
- Building engagement and loyalty
- Meeting customer expectations
- Freeing staff to be re-deployed on more "low tech / high touch" activities