Customer Digital AccessThe My Council Services Customer Digital Access module enables you to provide your customers with a comprehensive self-service platform, available through both a browser and a mobile app, which they can use to contact you, report issues, access information and news updates, pay bills, submit applications and much more. Customers can contact you quickly and easily at the time and place of their choosing, and you save time and money by moving customer interactions away from call centres and face-to-face.
Completely customisable - choose which processes you'd like to automate
You can set up Customer Digital Access to enable any number of interactions to be automated. The system is completely customisable so you can pick and choose which processes you’d like to automate and determine precisely how you’d like the system to work for you. Here are just some of the ways in which councils around the UK are already using My Council Services.
Automating paying council tax, library fines, gym memberships, parking fines and other payments
Enabling customers to alert councils to issues such as graffiti, potholes, vandalism, dog mess, abandoned vehicles and anti-social behaviour
Giving customers access to local traffic updates including current information about roadworks
Enabling customers to access current news and information from the council including opening times, contact details, bin collection days and planning applications
Automating the process of applying for permits and permissions
Customers can interact with you via bespoke mobile apps or a web interface
How Customer Digital Access works
The Customer Digital Access module is simple for you to set up and easy for your customers to use.
Decide which processes and interactions you would like to automate
Design a form for each interaction, using our simple and intuitive form design interface – no technical knowledge or coding skills are needed
Deploy the form – the same form can be used for both browser-based interation and for deployment via mobile apps across iOS, Android and Windows devices
Quickly and simply allocate incoming requests to the correct department and create a work order for each one as it arrives
Automate the process of letting customers know that you have recieved their request and informing them of what action you have taken
Fully synchronised and integrated
Synchronised means that you will be able to design a form for a particular customer interaction or transaction process once and this one form will then be deployed across multiple channels. You do not need to design separate forms for the mobile app and the browser-based version – one form will automatically be deployed to all environments. Your customers can access forms via a website or via mobile apps for iOS, Android and Windows phones and tablets.
Integrated means that the data which is created from any customer interaction or transaction can be automatically, securely and intelligently made available to any of your internal customer management and back office systems. You can get the information or service request into the hands of the right person in the organisation quickly and efficiently.
Easy to set up and useThe form design process does not require any knowledge of coding and so can be done by non-technical staff. You have complete control over which services you offer via your Customer Digital Access platform and how your forms look and feel. Our customers have been able to implement the My Council Services Customer Digital Access module across both web and mobile app in as little as 6 weeks from contract to go live. You will start seeing the results immediately and cost-saving benefits can be seen in just a few weeks.
How you will benefitThe My Council Services Customer Digital Access module is the technical cornerstone of your organisation’s channel shift and transformation strategy. Demonstrable improvements will include:
- Measurable reduction of inbound call volumes
- Reduction in call abandonment rates in your customer centre
- Shift to channels that are lower cost to service (smartphone, tablet and web)
- Rapid roll out of additional self service areas
See how the Customer Digital Access module can help you
Find out more about each module