Process Capture and Redesign Workshop
Waverley Borough Council (WBC) is currently reviewing how they respond to customer enquiries and rebuilding processes, putting the customer at the heart.
Waverley Borough Council (WBC) is currently reviewing how they respond to customer enquiries and rebuilding processes, putting the customer at the heart.
SDS recently attended the first meeting of the Smart Kent and Medway working group. We discussed some potential pilot projects we could work together on, all of which utilise information and technology to improve outcomes for residents.
The LGA Behavioural Insights Programme has just announced the 8 councils who were granted £20,000 to develop behavioural insights and new ways to nudge residents’ behaviour. A positive change in residents’ behaviour can reduce the pressure on strained councils. The funding programme is competitive. Councils complete projects such as Knowsley Borough Council increasing the uptake […]
As 2019 comes to an end, we have been reflecting on our busy year. Catherine returned from maternity leave, we gained a new project administration assistant, Rebecca, built our new website, attended round-tables and conferences and we have continued to complete projects on your behalf. In 2019, SDS… • Had 11 local authority partners • […]
The aim of an IVR system is to enable users to help themselves without human involvement and to route customer to the right call agent, who can satisfy their needs, on their first attempt. An IVR system can have great benefits such as increasing customer satisfaction and the efficiency of the contact centre. However, IVR […]
Hats off to Kent Connects for a great Smart Cities conference! The excellent collection of speakers helped us to understand how the Smart City agenda is relevant to local authorities and how we at SDS can get involved. Lost in translation The term Smart Cities has become slightly lost in translation over the last few […]
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.