Moray Council Expands Use of Verint Solutions to Help Citizens More Easily Manage Their Council Services

PRESS RELEASE: Verint® announced that Moray Council extended its investment and is implementing additional digital first capabilities from its Engagement Management™ suite. Among these are the software’s “myaccount” customer portal and search functionality. Moray Council currently uses the Verint solution to support its “Moray Connected” initiative, which enables citizens to manage their council services simply, safely and when convenient for them.

Leveraging the software, it also benefits from the ability to reduce administration costs, as well as focus more time and resources on delivering essential services within the Scottish council region of Moray.

Based between Aberdeenshire and the Highlands in Scotland, Moray Council’s 4,500 employees respond to the needs of more than 95,000 residents about such services as council tax, transportation and housing. As part of an ongoing digital initiative—the Moray Connected Project—the council is focused on offering consistent, high-quality services that reflect the needs of local citizens and its growing online user base, as well as creating tools to help citizens manage their council services effectively and efficiently through their own customer portal.

As a unitary authority, Moray Council provides a wide range of services, such as housing and roads, to a variety of customer types, including citizens, businesses, visitors and parents. To support citizen needs, the council is developing user-friendly digital services with around-the-clock access to information and online reporting. From managing housing payments to benefits registration, the planned programme of new, integrated online services is designed to empower citizens to do this without being restricted by office operating hours.

“We partnered with Verint because we are confident that it can provide us with the right support to help us propel our digital initiatives,” says Andy Donegan, Moray Connected Project Leader, Moray Council. “Citizens will be able to use our online services wherever they are, which means that requests can be processed faster. Importantly, this digital transformation will also reduce administration costs moving forward, so that we can focus our resources on delivering essential services and innovation elsewhere.”

David Moody, Verint VP and global practice leader for government and public sector, adds, “We’re delighted to support Moray Council as it further develops and nurtures its Moray Connected project. The team at the council sought a solution that would support a broad range of online services delivered in an agile manner by non-technical staff. With the flexibility of our solution, the council also has simplified its software estate, reducing risk and cost. We look forward to continuing to support Moray Council on its journey and in delivering more operational efficiencies moving forward.”

The Council expanded its investment in Verint digital first engagement management—adding customer “myaccount” portal and search—in the second half of 2016, and has completed implementation. The solution capabilities are now live in its service network.