Posts Tagged ‘socitm’
An interesting report has just been published by NESTA (National Endowment for Science, Technology and the Arts) and I&DeA (Improvement and Development Agency) into how local authorities can ‘effectively use social media to improve local engagement and promote efficient communication’.
What interested me were the estimated cost savings of using web based services. Socitm’s (Society of Information Technology Managers) research showed web based customer service interactions were 27p versus £3.22 over the phone and £6.56 face-to-face. I must admit that I would have expected ‘face-to-face’ to be more than twice as expensive as a call centre due to office costs etc but it does show clearly the potential savings of using the web.