| Objectives | What we have achieved |
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Digital customers
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- Pre-pandemic we had 3,000 user accounts – we now have over 51,000 online accounts and 16,000 serviced accounts
- Over 60 self-service applications are currently available online
- We average around 120,000 visits each month to our Council website and around 43% of customer contact comes through our online self-service platform
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Self-service
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- Online transactions increased from 1,500 per month pre-pandemic to over 25,000, reducing paper handling, improving processing times and transforming service delivery
- We have significantly reduced avoidable contact and made our processes more accessible and efficient for customers
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Customer contact
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- Our telephone systems were redesigned to create a virtual contact centre that supports a blended working model and integrates with our customer service platform
- Multi-skilled call handers in our services handle around 9,000 calls per week
- Supported with real-time reporting, services can plan resources, monitor call performance and take remedial action whenever and wherever it is required
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Digital payments
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- In 2018, we stopped cash handling and the remaining mediated face-to-face payments were moved to a fully digital payments portfolio at the start of the pandemic
- This had no negative impact on revenue collection rates or collection performance and challenges the need to reintroduce a mediated payments service within a face-to-face environment
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| Digital solutions |
- A dedicated team in Finance and Business Innovation helps our services to review existing processes, remove wasteful and duplicated steps and add automation, validation and workflow with reportable outcomes to new digital solutions hosted on our customer service platform
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