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How Torfaen County Borough Council uses My Council Services


In this video Rhys Herbert from Torfaen Council explains how Torfaen County Borough Council is using a range of My Council Services applications including the Contact Centre module, Service Desk module, Mobile Worker module, Tasks module and mobile app and eForms. Read the full Torfaen case study here.

“We found that Abavus provided the most cost-effective product and it seemed like the easiest to use from a customer point of view.”

“Working with Abavus has been great. Whenever we’ve needed to report an issue or get in touch it’s been there at the drop of a hat.”

“We’ve seen a significant increase in the amount of self-service from customers. At the moment we’re around 30-35% of transactions via the app and we’re aiming to reach 45 or 50%. Compared to where we were, we had zero. As soon as we released the app we had a steady increase to 10 or 12% but as soon as we released our online forms it just went through the roof. It saves man hours. It significantly reduces the amount of duplication that we have to do and it makes it easier both for the officers and for the customers.”

“An officer is able to deal with maybe 15 or 20 reports an hour, whereas with a phone call they can deal with maybe 5 or 6 per hour.”

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