City council works on implementation of new digital customer service platform in effort to boost use of online channels
Canterbury City Council is planning to set up a cloud based real time case management system to support the effort to increase the use of its online services.
It has said it is investing about £200,000 in Jadu’s Continuum CXM software for customer conversations, along with the company’s Continuum content management solution to enable residents to track how their interactions are progressing.
Peter Davies, Canterbury’s head of digital transformation, said: “What's new here is the approach to managing customer contact and the level of transparency.
“The implementation of Jadu CXM will give customers complete oversight of their interactions with the council. Previously only those within the council could see changes in the status of cases for example, which could be a source of frustration. The new approach will keep everyone in the loop and in real time.”
He added: “We’re implementing immediately with ‘bins and recycling’ due to go live first, followed by ‘events management’ which includes licensing and booking services.”
One of the features of the new system is that any changes in status will trigger email notifications for the customer and any partners and third party providers.
The council has an objective of delivering more than 80% of transactions online within the first year of the system’s implementation, increasing to 85% by the end of the second full year of delivery.
“Our focus is on making digital customer services the channel of choice for residents and that means every aspect of design is based on their needs,” Davies said.
Another element of the project involves creative agency Spacecraft Digital redesigning the council’s website, which uses the Jadu CMS.
Image: Central Canterbury by John Fielding, CC BY 2.0 through flickr