Stirling Council gets on the right track for channel shift success
The customer service team identified GOSS as channel shift specialists and asked them to facilitate a one-day channel shift workshop for the entire management team.
The workshop ensured buy-in across the Council and acted as the first step in creating a cross-authority channel shift action plan. The workshop also increased understanding among the entire 60 strong management team of the changing nature of customers' expectations and the need for the Council to develop its service offering.
Alan Whisker, Customer Service Development Manager, Stirling Council
Customer expectations are changing dramatically with the use of mobile devices and social media. This gives us a huge opportunity to make radical cost savings and service improvements by rethinking our service delivery approach.