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.
Delivering Digital and Technology for Local Public Services – iESE Conference
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.
Service redesign using the customer journey
Tonbridge & Malling Borough Council (TMBC) are redesigning processes by capturing the customer journey. This is to gain a clear understanding of the end-to-end steps to provide services to residents.
Council letters user testing
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.
Focus Groups in Tandridge
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.
Identifying Customer Demand – Folkestone & Hythe DC
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 City Council – User testing & citizen portal account research
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.
LGA Annual Conference – Innovation Zone
We attended the LGA Annual Conference in Birmingham and gave a presentation in the Innovation Zone about the services we offer to local authorities.
Event App goes live in Shepway
Shepway District Council have now launched their online event management system, with the aim of enhancing user experience, reduce processing times, reduce the number of enquiries and reduce the amount of administration.
Garden Waste Collection Process Review
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.