Track My Requests
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One of the primary reasons that alternative citizens accounts fail to engage customers effectively is that they don’t answer one of (if not the most) common questions customers ask.
“When will something be done?” I.e. “When will my benefit claim be sorted?”
Many customers interactions with the council will solely be to report something or request something. If they can’t track its progress of said request online the value of having an account is inherently reduced.
So when a customer completes a form it is possible to allow them to track the progress of their request. I say it is possible because not all requests would require tracking because of the levels of automation IEG4’s online forms afford. I.e. a person setting up a direct debit may not want to track this because as soon as it is submitted the Direct Debit is set up in full.
The following shows the Track my requests area for a customer that has submitted two forms:
The customer can see - at a glance, when they started the form and the target date for it to be completed. Just like tracking a parcel the customer can see the eta for completion. The target date is driven by user set SLAs that can be customised for every single service type.
This functionality alone inherently should reduce the number of calls to contact centres/customers services.
If a citizen clicks on one of these they can then see the current stage of the process:
Within here one can see there are three stages to the process. Again, using our parcel tracking analogy this is similar to knowing when it has been dispatched, is en route and has been delivered.
It is important to note that the stages of the process are customisable and can be as many or few as required. The Target is derived from the sum of the SLA that is set for each process.
So if the SLAs for three stages were:
Stage 1 3 days
Stage 2 2 days
Stage 3 3 days
The overall SLA would be 8 days and would thus inform the target from when the form was submitted. Plus, though the SLAs can take account of weekends if desired and so the Target Date would be calculated as 8 working days after submission.
Importantly, the target is dynamic so that if a process is completed quicker than expected i.e. Stage 1 took 2 days instead of three the subsequent steps and therefore target date would automatically update to reflect this.
Finally, in terms of the steps, it is possible to:
When a step is started or completed.
The setting up of the process and its stages/SLAs is all done in OpenProcess. For more information on OpenProcess jump here:
One of the greatest insights we had when building the track my requests functionality was that it would be great if the customer and council could converse with one another through their OneVu account about their request. So the Notes function was added to allow:
• Councils to request information/ask the customer questions about the information in the request • Citizens to provide answers to any questions
This functionality can completely replace the thousands of letters/emails sent to customers with:
• significant saving to the council • improved value to having an account to the citizen
Whenever notes are added by the Council, the citizen is notified via their preferred channel (as set in their profile) and, if a citizen adds a note, the council officer working on their request is notified via email too.
Complementing the ability to request info/supporting documentation is the ability for citizens to upload evidence / documents pertinent to their request.
The Council can also use this to provide documents back to the citizen and thus further save on paper / printing / postage for things like licenses and letters to be provided back to the citizen.
If a customer uploads evidence the council officer working on their request is notified by email and vice-versa the citizen is notified via email when the council adds a document to their account.
Lastly, the citizen can also see the online form they completed and any uploads they did whilst completing the online form.
Upload Max Size Limit
The default maximum size limit for uploads to OneVu is 12MB per file.
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