Driving adoption of online systems
With confidence in the system across the Council continuing to grow, and with more services coming online, the Council intends to switch from growing its digital customer user base organically to being more proactive in driving online and mobile adoption.
The aim is not to increase demand for already busy services, but to encourage citizens to transact with their Council using more customer-friendly and cost effective channels. The transition of simple transactions to online services frees up time to allow customer services to deal with more complex customer enquiries in person.
Taking payments online
The forms that Allerdale currently uses to take payments are complex and not user-friendly. Thus Allerdale has redesigned its payment forms using My Council Services forms and payment plugins, and will be deploying this capability shortly. This will take a significant volume of payment transactions away from the contact centre and other internal departments.
Managing Freedom of Information Requests (FOIA)
Managing FOIA requests has become a labour intensive undertaking for the Council. Using My Council Services’ case management functionality, Allerdale is seeking to reduce FOIA handling times and better manage the whole FOIA processes.