Top 5 Benefits of GOV.UK Pay
We have researched the key market leaders in payment solutions and found that GOV.UK pay meets many of the user needs we have identified.
Voice in local government – outlining the market
SDS are exploring the viability of voice technology within local government. The first phase of the project focused on discovery research, outlining current market trends, uses and demographics.
Book and Pay Project – Facilitating Workshops Virtually
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 […]
Working Remotely – Skype for Business Top Tips
SDS have collated a list of the top Skype for Business tips to ensure effective remote working, business continuity and staff wellbeing. With more people remote working during the coronavirus crisis, take a look at our top tips to explore the potential of Skype for Business. Audio Testing: With most people working remotely and self-isolating, […]
Piloting Smart Community Projects
SDS recently attended the first meeting of the Smart Kent and Medway working group. We discussed some potential pilot projects we could work together on, all of which utilise information and technology to improve outcomes for residents.
LGA announces funding for behaviour change insights
The LGA Behavioural Insights Programme has just announced the 8 councils who were granted £20,000 to develop behavioural insights and new ways to nudge residents’ behaviour. A positive change in residents’ behaviour can reduce the pressure on strained councils. The funding programme is competitive. Councils complete projects such as Knowsley Borough Council increasing the uptake […]
IVR Hints and Tips
The aim of an IVR system is to enable users to help themselves without human involvement and to route customer to the right call agent, who can satisfy their needs, on their first attempt. An IVR system can have great benefits such as increasing customer satisfaction and the efficiency of the contact centre. However, IVR […]
Move over ‘Smart Cities’ make way for a ‘Smart Kent’
Hats off to Kent Connects for a great Smart Cities conference! The excellent collection of speakers helped us to understand how the Smart City agenda is relevant to local authorities and how we at SDS can get involved. Lost in translation The term Smart Cities has become slightly lost in translation over the last few […]
Chatbot Customer Frustrations
Chatbots are capable of supporting key service areas. In particular, they are aimed at high-contact areas with repetitive enquiry types. Also, chatbots can improve the user experience by providing a seamless journey The key requirements for a chatbot in local government: Able to answer the top 20 questions per council department. Authenticate the customer before […]
Housing advice website customer journey analysis
Sevenoaks District Council requested an analysis of their housing advice web pages with an emphasis on improving how customers reach specific housing forms. We created personas to illustrate the customer journey for a customer who would be homeless tonight and a person who could be homeless in 56 days.