Business case for SMS services pertaining to the council (Phase II):
As part of the Groundwork workstream the written text or Brief messaging services (SMS) was explored being a low cost get route intended for interacting with clients. The advantage of a flexible SMS method is that it can be used both as a method of dishing out information to the residents along with capturing information from them, the two business intelligence and operational brains (problem credit reporting etc). Thus giving another route shift course and provides a drastically lower cost per purchase than face to face or by telephone (ВЈ17/ВЈ5 respectively)
We have an active TEXT solution currently installed that is used for interior communication just. It is a web-affiliated system organised by a organization called Esendex. This has been create to provide alerts to staff but we could only using a cheaper functionality inside the system presently. We pay out a regular month-to-month fee to offer a collection number of sms that selection in price via 8. 5p to 5. 5p depending on the amount of use. There is a virtual number at present (+447781482709) which can receive incoming texts. The web-based system is related in format to a fundamental email program with group communications, standard themes, signatures and so on built in. You will find no limitations to prevent the system being used quickly to contact the general public. We currently have 10, 1000 SMS вЂin stock' Proposal: We have a chance to swiftly (48 hrs) set up a short (5 digit) amount plus keyword/s to send and receive text message with the community. The system can easily scale easily from a straightforward pilot program to an included (CRM, vehicle response etc) SMS answer with every single increase in assistance able to be developed on top of the prior layer as functionality is usually developed. A simple 5 digit shortcode will make a dramatic difference to the amount useful of virtually any services we all provided to members of the public because they are easier to keep in mind and noticeably different from all their other mobile numbers.
Phase 2: Step 1 :
Very swiftly (3-4 days) we're able to activate a shared shortcode + a Keyword TEXT system (e. g. 81622 + MBC - Alphanumeric-81MBC) that consumers could text message us with simple queries (What shade bin recently? What is the CTAX pertaining to Band B in Asfordby? etc).
Response to these concerns would be undertaken by CS. Capacity for giving this system can be provided by the slack developed by the route shift mainly because it should bring about fewer F2F and phone calls to CS. Benefits: Inexpensive set up and maintenance. Tiny preparatory function required since response is created by CS representative. Goes non-urgent low value connections from a synchronous (telephone, Face2Face) formatting to an asynchronous solution that enables better and easier supervision of workload. Synchronous process can only always be reacted to as demand changes, asynchronous communications could be managed and planned for. Interaction by means of SMS will probably need low expertise response seeking common information, that moves these kinds of low worth calls to a cheaper way As it is a web based program it can make use of capacity on the quieter CS sites with no additional measures built in and can be finished by reception staff with support by simply CS associates. Costs: Choice A: Create of Distributed SMS Shortcode + Keyword Cost of messages (vol. dependent) + ВЈ10 per key phrase Example: 500 Messages & 1 Key phrase ВЈ50 per month (min 3month contract) 1000 Messages & 1 Key word ВЈ80 each month (min 3month contract) 2150 Messages & 1 Key word ВЈ120 each month (min 3month contract)
+ ВЈ10 per additional Keyword
These costs can be soaked up into the current contractual agreement with Esendex increasing genuine costs by only ВЈ10 per month (plus messages)
Choice B: Because above nevertheless system can be set-up it is therefore cost free to get users. A free text number (8-0800) additionally keyword allows text to be sent cost-free by members of the public with MBC being charged for receiving the text. Prices are as over, but with the increased costs of...