Dudley Metropolitan Borough Council

The Council has implemented a Digital Platform and one of the service lines allows residents to request Grounds Maintenance jobs. Currently there is no integration to the Grounds Maintenance System (records are manually entered again by customer services advisors). The citizen who logs the call cannot see the progress of their request. This results in inefficient back office processes and lack of visibility to our customers of how their request is being progressed.

In the period, 01.04.2017 to 31.03.2018 staff re-entered 3,554 enquiries. This equates to approximately 296 hours of unnecessary inputting (if we had a fully integrated solution this overhead would be removed). Advisors average 8 to 10 calls per hour, which means by removing this problem; we could answer 2,370 to 2,960 additional calls within current resources.

We want to integrate the service so that duplicate keying is removed, efficiencies are delivered and residents can see the progress of their requests on the website.

Customers will have a better experience because they will have real time visibility of the status of their service request to the point of request completion. Employees will spend more time delivering other services and less time on telephone calls or rekeying information.