Customer Insight Training
SDS recently delivered two live and interactive courses on user research and customer journey mapping for Wealden District Council staff via MS Teams.
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.
Improve your link strategy with Campaign URLs
SDS conducted a Google Analytics training session with colleagues from the Communications team at Tandridge District Council. After taking the team through the basics of understanding their Google Analytics data, we quickly identified a crucial metric that could really help them with their social media campaigns.
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.
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.
Tandridge Usability Testing Online Waste Forms
SDS have completed the user testing of Tandridge District Council’s new online waste forms prior to going live. The user test focused on the ‘Report It’ function leading to online waste reporting forms including fly-tipping, dead animals, assisted waste collections and missed bin collections. We spent a day user testing on a laptop and mobile phone with six volunteer residents.