DRIVERS FOR CHANGE

An aim to move from a customer service model, where customers have to navigate an organisation structure to access products and services to a customer centric model. Enabling Councils to make decisions and provide services that are designed with customers at front of mind and give them the experience of the organisation moving around them.

  • Have a consistent and positive experience
  • Informed, educated and understand the processes and services
  • Having the choice and convenience to interact with the Council and its services at any time.
  • Proactive customer service for customers to be informed on their queries, concerns and activities.
  • Contribute and influence decisions by providing feedback.

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BUSINESS OUTCOMES

A strategy that will deliver support and improved customer experience by providing:

  1. Services online
  2. Single view of a customer
  3. Improved customer interactions
  4. Streamlined customer touch-points
  5. Skilled and empowered workforce
  6. Convenience and reliability
  7. Simple and clear customer processes
  8. Feedback and improved communication

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