Charnwood Borough Council Advances Digital Citizen Services Strategy Using Verint Software

PRESS RELEASE: Verint® has announced that Charnwood Borough Council is implementing its digital first engagement management solution as part of an ongoing digital citizen service strategy. The software will empower citizens to access more services online, while also driving enhanced operational efficiencies.

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Based in Loughborough, and located in northern Leicestershire, Charnwood Borough Council manages an array of public services, including housing, tax, recycling and waste, for more than 170,000 citizens. Already a user of Verint solutions, the council invested in the digital first engagement management solutions to further support its customer service strategy and focus on delivering consistent, quality experiences that reflect the needs of its citizens.

Charnwood Borough Council is committed to improving the availability and performance of its services online, while also reducing operational costs. The organization is focused on providing customers with a platform to self-serve at their convenience through its primary access channels. Upon completing this latest deployment of Verint software, the Council’s first initiative is to enhance citizen experiences by adding a “My Account” portal—a feature embedded within the digital first engagement management solution—that will enable users to more easily look for information, submit service requests and/or apply for new services.

“At Charnwood Borough Council, we’re pleased to be working with Verint on our digital citizen services strategy,” says Simon Jackson, director, Charnwood Borough Council. “Our goal is to deliver an improved look-and-feel and to increase accessibility of services through citizen self-service channels. Having experienced successes using Verint solutions before, we consider the company a valued technology partner and look forward to continuing our work together to produce the best possible results for our residents.”

Verint’s David Moody, vice president and global practice leader, government and public sector, adds, “We’re delighted to support Charnwood Borough Council on this next phase of its digital customer citizen services strategy. This program can help deliver a much-improved online experience for citizens across smartphone, tablet and desktop devices. It also will expand the range of services available to both citizens and the contact center agents that serve them—delivering value to citizens and the council alike.”

While the first phase of this latest deployment is focused on improving self-service, Charnwood Borough Council plans to further optimize its operational systems to help ensure coordinated service delivery between its front- and back-office operations. For instance, the online experience will expand across more departments to speed up the automation of citizen information and the efficient and secure management of data entry. Additionally, the council will be able to combine disparate applications into a single screen, aiding staff in the delivery of personalized, consistent and contextual service.

Charnwood Borough Council made this latest investment in digital first engagement management in July 2016.