Introduction

Whilst all councils aspire to ensure as many enquiries/transactions are fielded/managed through a digital medium, inevitably some citizens will still make telephone calls / face-to-face council visits. CustomerServiceVu is an extension of the functionality provided for citizens - but for council staff.

It enables council staff to:

• Find a citizen with both a quick and advanced search:

• Create a new account for a citizen with an email address, with validation to ensure that the

  appropriate information is provided, and duplicates are prevented.

• Create an account for a citizen without an email address

• Access all of the FAQs / static content that is available in the citizen account for OneVu:

• Access all of the dynamic FAQ/content where a person has authenticated their account against

  council tax, benefits, licensing etc.

• Authenticate a citizen over the phone by asking them the same security questions that the citizen would be asked if authenticating themselves for council tax, benefits, licensing etc.

• View online forms that the citizen has in progress or completed (including the ability to open these exactly where the citizen left them)

• Access / complete any of the online forms that citizens have access to

• Access / complete online forms that citizens do not have access to, using the Portals function

• View any requests that are currently in process including the ability to add notes/evidence to these

  where appropriate

• View the citizen’s profile and modify details within this where appropriate

• Start a call or face-to-face contact including the ability to record:

  • The location where the call/face-to-face contact took place

  • The location where the call/face-to-face contact took place

  • The department/service area to which it relates e.g. Waste Management / Council Tax etc.

  • The contact type within the service area e.g. missed bins/bulky waste within the Waste

    Management service area

  • The outcome of the call / including the ability to record whether the contact was avoidable or not

• View the details of phone calls/face-to-face contacts within Contact History

• View / add notes about the citizen spanning all council department service areas

• View a timeline of all activity on an account including the ability to filter the shown options in order to home in on specific activities that have taken place.