Get Answers Fast
Last updated
Was this helpful?
Last updated
Was this helpful?
The first thing a customer sees when they access OneVu is the Get Answers Fast page with PC on left, smartphone on the right:
One can see that the menu is collapsed into a menu icon in the black bar and the options change from a grid into one after the other.
It is important to note that the options available in here are customisable by you. Indeed the options available, their name and description below the title were all added by Kings Lynn & West Norfolk Council. Plus, it is possible to change the order of the departments ad hoc when demand shows certain departments are getting more calls than normal. Details of how to do this are explained later in the section.
Also important is that there are two types of department - or tile in our terminology. Tiles with and without personalisation. Those which have personalisation will have the ability to connect and view information specific to themselves rather than static questions and answers.
So in the above screenshot Council Tax and Benefit departments provide personalised questions and answers.
When one clicks on a non-personalised tile the content is static content that has been added by council users. The following is an example:
These questions and answers have been added by the council themselves and reflect the actual top questions the council receives in customer services. That is to say the questions and answers for each department can be entirely different from one council using OneVu to another.
Rather than having a completely different user experience when one wants to view questions and answers about a claim/account/case etc. they have, OneVu has the exact same user interface for such questions.
The only difference is that where a customer wishes to see personal details, they are required to provide key sets of information that identify them as the account/claim/case holder.
The following shows the Benefits tile and the questions the customer needs to answer in order to get their personalised FAQs:
All checking happens in real-time using web services available in the back-office application.
So customers can get access to their information without having to call the council, wait for an email or worse still a letter with a password to be sent to them.
The labels above each field e.g. Claim reference (*) can be changed by you to offer any guidance to wish to provide and upon clicking the Register button the customer is told their details are being checked. To change the labels, please have a look here:
The questions that are presented for Benefits are different to those presented for say Housing, Licensing or Business rates.
But once a person has registered the content presented is personalised based upon the data held within the back-office application about them.
Below we can see how an 'Account Summary' has been crated for Council Tax. With the data in this summary populating reflective of the data held in the Council Tax system. Entirely dynamic, the content shown hides/shows other content based upon the data as read from the back-office application seconds ago:
To find out more about dynamic content in personalised departments please have a look here:
Unique, in local government, to IEG4's OneVu solution is the ability to 'pin' content from any department static or personalised to a citizen's very own personalised dashboard called:
In order to add content to 'My Account':
a) The functionality must be enabled by IEG4 Support - please do so here if the the functionality is not visible:
b) Click to add it / remove it with the buttons as shown below:
I.e. The buttons below each piece of content will reflect the current status of it. If it has already been added to 'My Account' it will say 'Remove from My Account' and vice versa.
The answers to personalised content can be written in HTML format and styled using CSS. As a result the way content looks can genuinely be whatever you like.
You can any HTML you'd like to provide the structure of an FAQ. However, you need to raise a ticket with our support team to provide them the details of any CSS you'd like to be added.
I.e. the stylesheet content is only editable by IEG4 staff currently. Raise a ticket at the link below:
Likewise the Council can change the order and hide certain questions at different times of year when demand changes or new queries are more commonly asked. This design has been created to allow councils to be more agile to change rather than having a fixed set of functionality all year long which is the design of competing solutions. Details of how to do this are explained later in the .
