In the first stage of an exciting project to improve users’ online experience with the council, the new Customer Relationship Management (CRM) system will aim to:
- Provide online access to more services and information
- Ensure the council is more efficient and easy to do business with on a 24/7 basis
- Implement a ‘My Account’ system for residents offering a tailored access to council services
- Provide access via mobile devices and tablets, increasing accessibility for residents and other customers
- Allow residents and customers to track the progress of their requests and receive updates.
The report outlines plans for a high quality and responsive online service to ensure the council is always open and available and that services are easy for people to use.
It is proposed that, as with the website launch last year, residents are involved throughout the project with opportunities for them to offer their views.
As the CRM system is set up, the priorities are to provide online services first for waste (missed bins, new container), highways (highway defect, street light defect, drainage), public realm (reporting litter, fly tipping and graffiti), revenues and benefits as well as the ability to feedback on council services.
The proposals come after the launch of the council’s new website which included an improved search function, access to the site from a range of devices and a more modern, customer focused interface, which users said were important to them”.
Executive will take place on February 11 at West Offices from 5.30pm and is open to members of the public or is available to watch live online from: www.york.gov.uk/webcasts
To find out more about the report, or to attend, visit: http://democracy.york.gov.uk/ieListDocuments.aspx?CId=733&MId=8846