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Local Government Chronicle will be hosting a webinar in association with Verint exploring channel shift - using new KPIs for council 'productivity plans'.
Councils have made enormous progress in moving interactions with citizens to the most appropriate channels in recent years. The use of digital channels and self-service are helping to improve engagement, productivity and cost savings.
However, few councils rigorously assess the effectiveness of their work on channel shift, or benchmark themselves against other local authorities.
The government has told councils in England to publish ‘productivity plans’ by July 2024 which cover “opportunities to take advantage of advances in technology and make better use of data to inform decision making and service design”.
A proper understanding of the effectiveness of their channel shift could be play a vital role in meeting this new government requirement, while also helping councils across the UK improve their performance.
This webinar, taking place at 11am on Tuesday 21 May, will examine:
- How councils can introduce new channel shift key performance indicators (KPIs) to better understand the success of channel shift – and how to decide which KPIs are appropriate for which different services
- How channel shift KPIs can help councils benchmark themselves against their peers to discover best practice and improve their performance
- How some councils are already successfully using channel shift KPIs to improve their performance
- The role of channel shift KPIs in the productivity plans councils have to publish by July 2024.
To register for your FREE place – please click here
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