Customer Experience Programme

Har­ness­ing the power of data and digit­al to improve the cus­tom­er exper­i­ence
THE CHALLENGE

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.

 

THE SOLUTION

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 RESULTS

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.