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 […]
Ashford Borough Council commissioned SDS to work on their existing IVR system to ensure that users were getting the best experience from the service provided.
SDS hope you are all keeping well and staying safe. Here at SDS we are doing our best to progress with all our projects whilst working from home. We can be contacted over Skype, email or telephone. The team is researching different applications to help facilitate our training and workshops remotely. Digital services and communications […]
Waverley Borough Council (WBC) is currently reviewing how they respond to customer enquiries and rebuilding processes, putting the customer at the heart.
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 […]
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 […]
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.
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.
We are assisting Tunbridge Wells Borough Council with IVR messaging for their new waste service which will be starting at the end of September. As the calls to the Council will be substantially higher during the initial period, SDS have been asked to assist with IVR messaging, scripting and routing.
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.