What does "Multi-channel Approach" mean to you in the context of Good Service design? by James-J Walsh https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb Made with wonder en-us 2021-11-17 17:37:41 UTC 2021-11-17 20:38:54 UTC hello@padlet.com https://padlet.net/icons/png/1f431.png One view, many services - SK https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897774680 Single customer viewpoint where all channels are joined up to one point where all operators can see all (non-sensitive) things that customer is talking to us about. Phone / eMail / face to face / historic data / meta data from other services etc etc.

the ability to redirect multiple queries in a single contact

the ability to find out the "truthes" from delving down.]]> 2021-11-17 19:11:13 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897774680 I have no idea at all what a multi channel approch is. I am here to find out. Jacq. https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897776265 is multi-channel approach jargonistic!?!]]> 2021-11-17 19:11:59 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897776265 A service can be accessed in all of the ways preferred by the people who use it. [JFP] https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897776889 2021-11-17 19:12:15 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897776889 Is the ability to hear and talk to our residents in the ways and spaces they want to talk to us in. meatjamesj https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897778251 Jacq - "Answer the phone requests" wanted by residents.

SK - is social media the place where we should be answering queries?

JohnP - Social media: we should be engaging there... but the ability to filter out what is noise...

Jacq - too many platforms for us to have to check? do we need to define what channels we are looking at?

SK - Are they our residents or people outside of the borough stirring the pot? If people want to be anonymous than fine. If they want to report something then they need to identify themselves.

Liz - be focussed. 

Jacq - if you didnt tweet it you wasnt there mentality

- What is the role of Bots in the delivery of services.

john - if we created a joined up, more geographically aware approach you should be able to get to the service solution you need.

]]> 2021-11-17 19:12:51 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897778251 Everything should be linked up and transparent to the public Liz https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897783336 Presumption in favour of openness/transparency in what we're doing.

Honest when there is difficulties

update them through out.

Quality assurance processes within it.]]> 2021-11-17 19:15:17 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897783336 Different ways of accessing information and services. PM https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897783498 2021-11-17 19:15:22 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897783498 JohnP - Social media: we should be engaging there... but the ability to filter out what is noise... and what is anonymous; and make clear what identification is expected before you will interact. johnpaschoud https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897810901 broad agreement. Identification is important.

Clear policies about what we find as acceptable behaviours in the public digital realm.]]> 2021-11-17 19:28:58 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897810901 john - if we created a joined up, more geographically aware approach you should be able to get to the service solution you need. johnpaschoud https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897817903 ..by which I mean not so parochial / not-made-here in our concepts of how each individual interacts with council services]]> 2021-11-17 19:32:14 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897817903 There's even a good argument that we should combine that with other public service agencies (TfL, Gov't agencies). People don't have to know/care that this council runs a service. johnpaschoud https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897821537 Portable data between agencies with clear service standards/protocols 

Do not focus your approach on your business point of view but on your customers view point.]]> 2021-11-17 19:33:50 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897821537 Are we getting back to Frankie's "No Wrong Door?" JAP https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897828390 If you turn up looking for a service through one route then you didnt have to go through it all again via another.

i.e. a housing issue unearths a safeguarding issue and there is seamless handover.


]]> 2021-11-17 19:37:16 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897828390 We do not need to facilitate the opinions of everyone... under freedom of speech. We as a council can have an opinion and we can promote it, above everyone else's. meatjamesj https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897851559 Subjectivity is legitimate. The way we determine it is through elections. - PM]]> 2021-11-17 19:49:14 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897851559 Lewisham Council creating many doors to get what you need https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897880179 2021-11-17 20:02:46 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897880179 Lewisham Council. Listening in the way that is best for you. https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897889143 PM]]> 2021-11-17 20:07:39 UTC https://padlet.com/meatjamesj/cjv6luvrq8h5hpmb/wish/1897889143