Successful channel shift

In 2007, 81% of all Harrow’s customer contact came via the telephone. In 2011 this figure dropped to 35%. Now 65% of all contact comes through the website. 9,000 online accounts at Harrow, generate 4,900 logins every month. That’s 4,900 potential phone calls or visits avoided.

Reduce avoidable contacts

Harrow has achieved a 72% reduction in Housing Benefit payment queries, 40% reduction in general Council Tax enquiries, 40% reduction in claimants that do not understand entitlement letters and a 17% reduction in Council Tax visitors to their One Stop Shop.

Significant Savings

Increase customer self service

Harrow’s cost per enquiry has dropped by 65% from £2.23 to just 77p. Reduced calls and contacts have resulted in £300k savings in the last 12 months and a projected £1m over three years

Reduced costs

Harrow’s transactions are pre-populated, validated, and integrated to the Back Office, meaning less re-work, no rekeying costs, and faster turnaround. By moving Electoral Registration online Harrow has already saved £81k on print and postage alone.