Customer Experience ProgrammeHarnessing the power of data and digital to improve the customer experience
As customer expectations change, citizens will increasingly compare their experiences with the council to other digital interactions. With legacy systems and data stuck in silos, Peterborough City Council needed to find a way of simplifying interactions and harnessing data to give a better picture of customers’ circumstances and allow targeted support when required.
In 2014, Peterborough’s digital ambitions began with the deployment of 90-kilometre gigabit speed internet network, connecting 107 public sector sites, including council offices, schools and hospitals. The network provides the council with the foundation to transform IT operations, embracing the use of cloud services, reducing maintenance and increasing efficiency.
The Customer Experience Programme is a Council initiative which focuses on anticipating and meeting future resident needs through demand management; utilising apps, online communities, cloud services and mobile devices.
Introducing new systems and technologies will simplify the way Peterborough City Council interacts with customers, yet will give a much better picture of customers’ current circumstances and needs, allowing teams to provide targeted support when required.
Salesforce is the customer relationship management system that will seamlessly connect council staff, customers and information, delivering a better customer experience.