We empower the Council to think like a customer and to see how we can always become better. By creating advocates across all services, we can all support the Customer Contact area in the development of the customer experience.
In our own team we work collaboratively using a ‘Kanban’ method, on a whiteboard or on an online board tool such as Jira, which enables us to have a continuous workflow, take on more work when capacity becomes available and easily track progress and highlight blockers.
We have also created several channels for work to be requested from us via a work request form, a website inbox and an intranet inbox. These have all helped our team become more accessible and allowed us to better manage our ongoing and future digital initiatives.
All of this is to help us stay on target with our digital strategy and the council’s ambition of creating one borough, one community, leaving no one behind!
Our Digital Strategy Road Map
| Project | Delivered | In Progress | Delivery 2021-2023 |
|---|---|---|---|
| CX Team | Establish permanent Customer Experience Team | Relaunch Team | |
| Collaboration | Local Government Digital Decleration | Membership of London Office of Technology & Innovation | |
| Customer Contact Plan | Customer Contact Improvement Plan | ||
| Voice of the Customer | Customer Feedback Loop & Customer Forum | Define CX Metrics & develop dashboards to measure service performance | |
| Digital Inclusion | Research & Publish Digital Inclusion report | Develop org-wide strategy | |
| Smart Services | Improve the provision of customer report tracking to keep customers informed of progress with reports | ||
| Website Redesign | Discovery: Explore Hosting and Platform Alternatives | Overhaul Analytics | Redesign and relaunch of website |
| Chatbot | Pilot | Analysis & procurement / Org-wide deployment | |
| Robotic Process Automation | Discovery | Pilot & Deployment | |
| Digital Customer Ambition Platform | Design | Introduce systems to facilitate electronic methods of communication and notifications |