Digital Platform

The Council is planning to deliver significant improvements to its services for Council employees and the communities it serves. It will achieve this by implementing a cloud-based Digital Platform for online services. The Council also plans to adopt an on-going Platform support model that enables it to make niche changes to the Platform, so it is not entirely reliant on the Supplier.

In terms of Platform functionality, at a minimum, it must be able to offer: • A customer's account • A strong CRM capability including single view of customer • Case management, workflow and back office integration • Channel shift to increase self-service.

Also, it should have a community extranet and an ability to 'push' notifications to Council communities via a range of mobile devices. The Platform will allow the Council to offer services 24 x 7 x 365, in order to improve user satisfaction, with a high proportion of transactions being completed as a single ('straight through') process from front to back office systems. It must also provide customers with regular updates on their requests through automated notifications.