As part of a discovery project we identified an array of tools which we could utilise to develop a suite of online services which would provide better customer experience, and improve staff efficiencies. These tools are add-ons to the Firmstep platform; calendar bookings; third party access.
We would develop the bookings software to be applied to bulky items and sharps collection services in partnership with our contractor Biffa, and the third party access to be developed for Revenues and Benefits Severely Mentally Impaired discount application. We currently operate a shared service with North Kesteven District Council who would benefit from the SMI application, and as part of the project work with doctors surgeries across both districts. This would allow the entire process to be conducted online and remove logistical delays such as post.
Bulky item and sharps collections are our second and third most popular environmental services, and are currently unable to be requested online. Therefore the only way to request these services is through the telephone. In 2018 we have already logged over 3,000 calls associated with these services and on average a customer call takes over three minutes. This doesn’t include the additional direct calls made to our partner Biffa.
The Severely Mentally Impaired application process isn’t the most used. However, for the customers it is there for it is extremely important. Currently it is a very lengthy process with it all being done through paper and post. It regularly takes months for an application to be finalized all whilst the vulnerable customer is being charged at full rate. This can of course cause unwarranted stress to the customer.
- Digital and agile awareness
- Introduction to user research
- Introduction to service design
- Introduction to delivery management
- Introduction to product management
- Introduction to digital business analysis
- Agile for teams