Demand management
Granting better access and speed to public services in one place when required to deal with ever increasing demand and further cementing the ‘One Council’ ethos.
We aim to achieve this by enhancing customer experience through analysis of data with the use of cognitive services to better respond to our residents and enable 24/7 interaction with the Council. Thus, enabling authority to switch from servicing the demands to managing them.
- Providing Digital life-skills through partnerships working with Government bodies and security specialists to help residents to understand how to use technology safely and responsibly online to access our services digitally and other day to day activities such as being able to shop, bank, access online services or apply for jobs online
- Monitoring and AI analytics to improve resource allocation to public facing and high demand systems
- Automated communication and status updates during the processing of customer inquiries using the mobile app, SMS messaging, email and the case management system
- Automated proactive communication through the mobile app, SMS messaging, email, website and user accounts
- Provide context sensitive information on website and user customisable relevant information panels on their user account’s home page
- Automation of scaling of internal and external systems to cope with predicted and unpredicted workloads
- Provide proactive communication for businesses (events, interruptions…) by mobile app, SMS, email, website and user accounts
- Enable online booking for all events and appointments for the residents. Provide automated reminders and ability to reschedule their bookings