The Future of Customer Contact
SDS have been working with Tunbridge Wells, Maidstone and Swale Borough Councils to explore what the future of customer contact could be.
Unlocking Potential: Digital Skills Survey
SDS conducted a digital skills survey for Tunbridge Wells Borough Council to understand the ICT skill levels and requirements of staff across the organisation. In this post we share some of the key findings.
Mystery Shopping with Kent Homechoice
Smarter Digital Services (SDS) conducted a comprehensive mystery shopping project for Kent Homechoice. Our detailed feedback highlighted strengths and pinpointed areas for improvement, enabling Kent Homechoice to enhance their service quality and customer interactions.
Reducing avoidable contact in Sevenoaks
Sevenoaks District Council are seeing a sustained increase in calls. They asked SDS to help them understand the drivers for the calls and identify any avoidable contact.
Councils are using Google Data Studio to Change How They Track Data
Sometimes it can be tricky to get valuable information about how your clients and customers use your services. This is information that would be helpful to see where they’re going and what they’re doing on your website, how they are using your apps and social media, why they are calling and other information that makes up the customer journey.
Is TikTok Paving the Way for Accessibility on the Internet?
TikTok might not be a platform that you would think of when it comes to accessibility, however, perhaps it should be.
How can we stop flexible hours becoming longer hours?
The pandemic shifted our ways of working. Many employees are now working remotely full time or “hybrid” working, where part of their time is spent remote and part in the office.
Sending effective text messages
SDS outline ways to tailor your text messages to make them more effective.
Voice in Local Government-Smart Speaker Uses
Our Voice Discovery Research explores the current uses of smart speakers and the potential benefits of using smart speakers to access council services.
Text Messaging in Local Government
SDS has compiled a list of useful applications for SMS notifications in local government.