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.
Catherine Bright, Smarter Digital Services (SDS) manager, explains how a partnership of 12 councils across Kent and Surrey are jointly funding a responsive, independent, not-for-profit consultancy to help them to achieve their digital ambitions.
The SDS Team were invited to attend the Spring Socitm Conference in London on 27th April. The conference involved a variety of guest speakers from across the ICT sector, local public services and private sector partners. The conference offered a great platform for us to see and catch up with our existing partners (always nice to see some friendly faces!) as well as offering us the opportunity to meet and chat with other representatives, not only from the public sector, to forge new relationships.
Online Taxi driver knowledge tests for the Sevenoaks, Maidstone and Tunbridge Wells Licensing Partnership
Work has been progressing on the online taxi driver knowledge test with over 450 questions in the question bank. Questions cover policy & law, safeguarding, numeracy, highway code and road signs/markings as well as each authorities’ local questions covering routes, places and streets.