Process Capture and Redesign Workshop
Waverley Borough Council (WBC) is currently reviewing how they respond to customer enquiries and rebuilding processes, putting the customer at the heart.
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 […]
Delivering Digital and Technology for Local Public Services – iESE Conference
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.
Service redesign using the customer journey
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.
IVR messaging for new waste service
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.
Identifying Customer Demand – Folkestone & Hythe DC
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.
Preparing for the Homelessness Reduction Act
On the 13th February, we facilitated a workshop with Ashford customer services and housing options officers to agree and map out the required process that will meet both user needs and the needs of the new Homelessness Reduction Act legislation that comes into force in April this year.
Behaviour Change Revival
At the beginning of January, Dom delivered a series of five training workshops for customer services staff in Swale, outlining the need to shift the way we provide services and interact with our customers, encouraging self-service wherever possible.
LGA Annual Conference – Innovation Zone
We attended the LGA Annual Conference in Birmingham and gave a presentation in the Innovation Zone about the services we offer to local authorities.