BookingBug and Field Dynamics Partner to Transform Customer Experience for Local Government

BookingBug, market leading experts in customer journey unification management solutions, and Field Dynamics, a leading technology specialist delivering advanced analytics and diagnostics to large field-based organisations, announced a joint partnership today aimed to transform the way UK councils, healthcare and education providers drive best in class experiences across digital and physical touchpoints, while meeting Government Digital Service accessibility standards.

With more than 25 years of experience in resolving complex resourcing and scheduling problems faced by UK councils, Field Dynamics combined its technology with the BookingBug platform along with complementary technologies and geospatial data to pinpoint the causes and cost implications of inefficiencies in organisations. “The BookingBug platform has enabled us to add self-service bookings to our existing suite of transformation enablers. We needed a flexible and affordable technology that would support our public sector customer base,” said Chad Duggan, National Account Manager for Field Dynamics. “With BookingBug, the transition is seamless. We are able to offer a replicable and rapid delivery approach to meet our customers’ requirements and timescales.”

Currently, Barnsley Metropolitan Borough Council who serves over 240,000 residents in Northern England is piloting the joint venture. The council aimed to enable a shift in their digital channels for their registration services, by empowering citizens to make appointment bookings using a simple online process that could accept payment, and integrate into their CRM, while maintaining government accessibility standards.

With ambitions of 70 percent of transactions being completed online via self-service platforms by 2020, after only three months, Barnsley Metropolitan Borough Council is well on their way to achieving their goal, already showing 49 percent of registrar bookings being made online. “Enabling our customers to use a simple online process to book an appointment has been a tremendous success. Our customers love it, and this has fast become the channel of choice for their requests for our registration service,” said Hazel Shaw, Head of Customer Support and Development for Barnsley MBC. “The support from Field Dynamics throughout our delivery project was excellent and the BookingBug solution provides us with huge potential to now enable other service areas with online booking capabilities.”

The increase in online activity has also shown significant efficiencies for back office staff, allowing more time to focus on service delivery and promotion, as well as the ability to better understand their customers, in return providing an excellent customer experience with over 85 percent of users now rating the service journey as “Good.”

As a second phase of the program, currently poised to go live in early 2019, Field Dynamics, Barnsley and BookingBug will look to deploy and support an adult learning experience, that will provide a customer journey, accessible to all, for booking pre-assessments and advisory appointment services.

“The skills within Field Dynamics and the knowledge of our technology has allowed them to implement some outstanding transformational projects across local government, education and healthcare. We will continue to support them to expand their business in this sector,” stated Les Baker, Alliances Director from BookingBug.