Dom recently made the trip to Church House in Westminster to take part in iESE’s autumn conference. The conference itself brought together people from different public authorities and agencies to discuss and share the various digital projects that have been ongoing across the sector.
In order to improve communications with residents and reduce avoidable contact, SDS were asked by Tandridge District Council to usability test 6 of their existing revenues and benefits letters with users. During the usability test, SDS suggested an alternative for each letter in order to gain insightful and constructive user feedback for both the existing and alternative letters.
Tandridge District Council (TDC) invited Smarter Digital Services to deliver a series of Focus Groups with residents to capture the voice of the customer and gain a better understanding of customers priority needs when contacting, interacting and transacting digitally with the council.
Smarter Digital Services have been working with Folkestone & Hythe District Council to identify the customer demand broadly across all services, but specifically within Council Tax.
Cambridge contacted SDS to use the team’s expertise to conduct a series of user tests on a selection of their online citizen self-service web forms.
Cambridge wanted to explore the customer experience of transacting with the council via the self-service web forms to gain feedback as to how users feel when carrying out a specific task or transaction.
The SDS Team are currently working on a very exciting project with Sevenoaks District Council to assess their current Garden Waste Collection process and look to improve the existing process. The SDS Team have so far engaged with key service representatives and carried out a workshop in order to define and map out the current process for the booking and payment of a Garden Waste Collection by their customers.