SDS have completed a book and pay project on behalf on the London Borough of Bexley. Due to the coronavirus pandemic, SDS used a new online tool to enable the team to facilitate process capture workshops virtually.
Using this tool, SDS held five workshops outlining the current process and the ideal process for a book and pay customer journey for each service area.
In addition, the online tool helped SDS to capture and verify the process within one workshop. The workshops enabled SDS to gain insight to internal and external user needs as well as system requirements to take forward into the new process.
SDS also carried out best practice and market research to identify suitable systems that would enable an efficient book and pay process for multiple services, through one central system.
The report highlighted an e-payment provider, an online booking system as well as a notification system to facilitate a complete end-to-end customer journey.
A new book and pay service would allow Bexley to match modern customer expectations. For example, offering a wide range of payment types, choosing booking slots at the customer’s convenience and notifying the customer throughout their journey.
In addition, a streamlined process would contribute to a reduction in time spent on administrative tasks and an increase in the customer’s self-service capability. The end-to-end book and pay system has the potential to be rolled out across all services areas to allow for a joined up book and pay process.