social-media

Wiltshire Council


Wiltshire Council selected the My Council Services platform, provided by Abavus Ltd, based on a comprehensive due diligence and market testing exercise carried out in mid-2012.  Wiltshire required a platform that provided the following:

  • A suitable customer interface that provided consistency across browser based mobile and native mobile applications
  • A platform that gave the Council control over the range and number of service areas deployed through it so that Council staff could decide when and how to launch additional service areas
  • A platform that allowed for the full range of self-service transactions to be deployed beginning with higher volume and lower complexity services areas such as street scene,  but that could also support more complex transaction types when appropriate e.g. payment and application processes
  • A platform that could quickly and easily be integrated into a range of different existing internal systems used in different services area and provide incorporated back office capabilities in services areas where technology support was not already in place

The broad programme of activity is focused on a number key strategic priorities and principles:

  • Enable Wiltshire citizens to self-serve – reducing reliance on more expensive contact channels without compromising overall customer experience & customer service
  • Improve the customer experience – making it more consistent and responsive across multiple channels
  • Single technology platform to facilitate all self service areas, minimising cost of ownership for the Council
  • Lean systems thinking – the ability to deliver more from a streamlined range of systems and resources

The expectation is that this will be the first in a series of on-going updates that will document the continuously developing programme of work as it moves from the current Phase 1 through Phases 2, 3 and beyond.

Wiltshire Council – My Council Services Case Study

Find out more about each module

Contact Centre

Contact Centre

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

Case Management

Systematically manage a case from creation to closure
Mobile Worker

Mobile Worker

Eliminate the need for paper work orders or task sheets
Customer Digital Access

Customer Digital Access

A comprehensive customer self-service platform
Crowd Control HQ

Crowd Control HQ

Enterprise-level social media risk management

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