Chatbots are capable of supporting key service areas. In particular, they are aimed at high-contact areas with repetitive enquiry types. Also, chatbots can improve the user experience by providing a seamless journey The key requirements for a chatbot in local government: Able to answer the top 20 questions per council department. Authenticate the customer before […]
Gravesham Borough Council recognised an opportunity to improve market traders experience by implementing a market management and booking system for Gravesend Borough Market. SDS completed a best practice research project on their behalf.
Smarter Digital Services hold a series of workshops every year, and on request, to share our knowledge and help local authorities be more efficient and customer focused. A popular training session that we have been delivering is usability testing. Continuously testing your website’s usability will unfold issues and when fixed, will improve the overall experiences […]
SDS have reached the half-way point in the Skype for Business project for Mid Kent Services. The key aim of the project is to capture and analyse feedback from staff and other data sources to assess how well the partnership is utilising Skype for Business and what more can be done to maximise the benefits the service can provide teams.
SDS carried out research into contact centre best practices and alternative customer service channels as well as a review of Gravesham Borough Council’s IVR telephone system. The research involved a comparison of IVR menus with other councils, a list of top hints and tips, demand management good practice and case studies of IVRs from the public and private sector. SDS also included examples of channel shift.
Dartford Borough Council wanted to gain user perspectives about their website. SDS tested the website with live users for ease of navigation, user-friendliness, the language and tone as well as the look and feel of the website. SDS engaged with 5 service areas, Enforcement and Regulatory, Waste, Housing, Planning and Environmental Health.