Southwark cuts incoming calls with One Touch Gov contact system

Southwark council has reduced incoming calls from citizens with its One Touch Gov contact centre system.

Southwark council has reduced incoming calls from citizens with its One Touch Gov contact centre system.

One Touch Gov is designed to reduce avoidable contact between residents and the council caused by a failure to resolve requests efficiently.

Southwark Council is providing residents with one point of contact to deal with more than 100 public services based on a new customer service system.

This will enable residents to request several council services simultaneously, such as applying for a parking permit, registering on the electoral roll, applying for free school meals and setting up a children's clothes allowance.

Provided by Southwark technology partner Vangent, One Touch Gov is based on Adobe's LiveCycle Enterprise Suite.

The system pulls together information from an authority-wide master database, integrating live data from a variety of back office systems into dynamic intelligent forms.

This enables customer service representatives to access a comprehensive picture of all relevant services a resident may need that may arise from a life-changing event, such as moving into the borough, or a change in their financial circumstances.

In the past, this would have required a resident to make numerous calls to the council to sort out such things as parking permit applications and housing benefits.

Now, if the customer agrees, the customer service representative will check their details on Southwark's centralised resident account, enabling a number of required services to be actioned automatically.

The rep can then provide information about additional services that can be dealt with at the same time, detailing how much of the pre-populated form has already been completed and how long it will take to finish.

Since its implementation, an average of 800 customers a month have opted for the One Touch Gov service.

Dominic Cain, client services director at Southwark, said, "Since the implementation of One Touch Gov, more than 5,000 residents who contacted the council about one service then opted to benefit from two or more additional services.

"Not only does this reduce the need for multiple contacts, which is frustrating for residents, but it also frees up valuable resources to help meet service demands elsewhere."

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