Customer Experience Platform

We are inviting expressions of interest to explore options to achieve the Council’s ambitions to develop, create and implement a customer experience platform. Both Council plans outline a strategic objective to deliver services for residents, businesses and communities that are innovative, efficient and easy to use against a backdrop of reduced funding and tougher economical times. An improved customer offer enabled by digital technology can have a direct impact on our ability to reduce operating costs to serve our customers, absorb growing demand within existing resources and enable greater efficiencies from understanding the end-to-end customer journey whilst enabling customers to interact with us in modern and efficient ways that are convenient to them. • Easy to access services for all, as and when our customers need them • Increase in the first point of contact resolution • Keep the customer informed to reduce avoidable demand• Improve internal workflow and case management