How New Forest District Council uses My Council Services apps and eforms to enable channel shift

About New Forest District Council

New Forest District Council is one of the the UK’s largest district councils, providing crucial services for 177,000 residents. The District Council’s corporate plan identifies its priorities as: managing its resources well; maintaining excellent  performance in the delivery of services; and improving services to the customer. Additionally increased prominence has also been given to environmental sustainability and a determination to reduce the carbon footprint of the Council and the District.

Mobile channel requirements

When Abavus began talking with New Forest District Council in late 2011 Ken Connolly, New Forest’s Head of ICT, recognised the potential of developing an effective mobile channel in support of the wider corporate aims. With Ken as the overall sponsor for the project at New Forest, a phased approach was agreed. The mobile channel needed to deliver the following:

  • To support effective channel shift enabling the movement of appropriate requests to a self service channel
  • To enable the saving of resources through more efficient working
  • To deliver two way integration with New Forest’s CRM system with automation of process being a central component
  • To create the foundations of  the mobile channel as a wider platform for customer engagement

The Abavus solution

Abavus worked in partnership with New Forest’s existing CRM platform provider to develop an integration approach using web services and a middleware layer. Within 8 weeks of the start of the project the integration was complete and a suite of locally branded mobile applications based on the My Council Services platform were available for download. Once a customer submits a report from the branded mobile applications or the web portal a case is automatically created in the CRM, mapped to the appropriate fields.  This approach saves customer service agents significant time and, crucially, means that reports arrive in the CRM system with all the correct information attached.  The agent can assign the report to the correct department within seconds and operational teams have all the details they need to deal with the report effectively and efficiently.

The results of the project

After the success of the initial project the implementation of My Council Services was extended to other areas of the Council, in particular the Leisure Services team who used it to develop an app which enables them to offer online booking and payment for classes and other sessions at all Council-run leisure facilities.

See how the New Forest app works

Customer testimonials 

With the mobile applications we automatically capture much better quality information from our customers when they report an issue.  Importantly the integration to our business systems saves us significant time making the contact centre much more productive.
I have found Abavus good to work with as they are a small enough supplier to be flexible (which I think is vital in developing mobile apps) but they are large enough to work with partners in a credible way. This is important if you have plans to integrate with other business applications.
The development of an effective mobile channel is supportive of our wider corporate goals. With tight integration through our CRM, we are ready to promote our localised, mobile channel using the proven My Council Service platform. The implementation has gone very smoothly and the entire project was delivered to schedule. All of this was achieved within very sustainable levels of investment and with very low risk.
The quality and accuracy of the information we can receive through the mobile application is significantly improved when compared against the more traditional reporting channels. This will enable service delivery to be completed more quickly, with greater efficiency and will save the Council time and money.

Find out more about each module

Contact Centre

Contact Centre

An easy-to-use, multi-channel customer contact interface

Risk Management

Schedule inspections and manage reporting


Configure messages for any group using any channel

Bookings and Appointments

Create any type of booking or appointment

Waste and Recyling

Manage all aspects of refuse and waste management

Contracts and Licensing

Configure, deploy and manage contracts
Crowd Control HQ

Crowd Control HQ

Enterprise-level social media risk management
Customer Digital Access

Customer Digital Access

A comprehensive customer self-service platform
Mobile Worker

Mobile Worker

Eliminate the need for paper work orders or task sheets
Case Management

Case Management

Systematically manage a case from creation to closure

Service Levels

Design and deploy any type of service level templates

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Download the Social Media Risk Management in the Public Sector white paper

Thank you for your interest in our Social Media Risk Management in the Public Sector white paper. Please complete this form and click submit in order to access the white paper. We hope that you find it useful. 

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