Residential Digital Front Door Platform

Award outcome

Description

A digital front door platform is designed to streamline and enhance the way residents and businesses interact with services that the Authority provides. The future platform will deliver the following strategic ambitions: • Easy, seamless experience whether engaging by phone, face to face, social media, AI chat or via a range of resident facing applications and forms. • Mobile friendly, easy access to advice, information, and support about our services at a time to suit our residents. • Opportunities to feedback about their digital journey and the design of our resident facing services. • An automated telephone payment system which allows users to make payments over the phone or online without needing to speak to an agent. • Receive a consistently effective digital service without having to tell us more than once. • Ability to capture nondigital interactions where residents have chosen to use non digital routes. • Real time access to updates about a service request. • Promotes an inclusive digital service. • Accessibility is embedded into the fabric of our solution so that residents with additional needs can engage with us digitally. • Seamless signposting to the wider local government community without having to understand the difference between county, district, or parish level services. • Ability to communicate in a non-English first language. • An effective, timely and empathic response to an enquiry or service request. • Assurance that information we hold is safe and secure.

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