Operating Model
We can be more efficient by directing all initial enquiries, service requests, payments, appointments and bookings through a single point of contact. Online self-service provides a fast response to the most common requests or services. It enables officers to focus on more complicated issues or spend time with those customers who have specific needs. Such a model releases, increasingly scarce, specialist officers to focus on their area of expertise and be of most value to our customers.
With the launch of a new Council website, an Online Forms package and Telephony solution, this provides the underpinning technology to deliver the aims and objectives of both the Customer and Digital strategies. They provide the means with which to design and create single end to end multi-channel processes that improves the customer experience and drives digital engagement.