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The Council is planning to deliver significant improvements to its services for Council employees and the communities it serves. It will achieve this by implementing a cloud-based Digital Platform for online services. The Council also plans to adopt an on-going Platform support model that enables it to make niche changes to the Platform, so it is not entirely reliant on the Supplier.
In terms of Platform functionality, at a minimum, it must be able to offer:
⢠A customer's account
⢠A strong CRM capability including single view of customer
⢠Case management, workflow and back office integration
⢠Channel shift to increase self-service.
Also, it should have a community extranet and an ability to 'push' notifications to Council communities via a range of mobile devices.
The Platform will allow the Council to offer services 24 x 7 x 365, in order to improve user satisfaction, with a high proportion of transactions being completed as a single ('straight through') process from front to back office systems. It must also provide customers with regular updates on their requests through automated notifications.
No supplier information available.