Stafford and Cannock Chase Digital Transformation

“It’s more streamlined and much easier to prevent duplicate accounts from being made. The tasks page is great too - it’s much easier to pick up other people’s cases from previous calls.”

Customer Service Agents

Stafford Borough and Cannock Chase District Council

The Challenge

Prior to the implementation of the GOSS Digital Platform, Stafford Borough and Cannock Chase District Councils faced significant challenges due to their customer contact centres operating separate instances of the same system, resulting in disjointed customer databases across the authorities. This setup made achieving new shared services objectives between the authorities difficult.

Furthermore, Stafford and Cannock Chase’s previous CRM system was plagued with numerous pain points, making it difficult to deliver and enhance their online service provision for their citizens. With this system, it was challenging to integrate with other software, lacked a functional customer account, and had unstable functionalities that required regular attention.

Staff also reported the system as “slow”, and integration with modern systems and interfaces was often difficult or impossible. Additionally, retrieving data for reporting was cumbersome, leading to extremely time-consuming and inaccurate reporting processes.

With this in mind, and the pressing need to modernise their internal processes to enhance efficiency and customer satisfaction, Stafford and Cannock Chase Councils sought a solution to overcome these challenges.

“The overall look and feel of the system is a lot slicker and more customer friendly as well as staff friendly. Offering an online portal for the customer which is easy to use will be beneficial for everyone.”

Customer Service Agents

Stafford Borough and Cannock Chase District Council

The Objectives

Stafford Borough and Cannock Chase District Councils’ primary goals for the Platform were to enhance customer satisfaction, encourage online transactions and reducing customer contact in the process, and streamline their internal operations. By doing so the Councils would be another step closer to achieving their overall digital transformation vision, which includes the following:

• Efficient processes: Processes are streamlined to deliver cost-effective services.

• Accessible service platform: A platform allows public service requests to be initiated and completed at any time.

• Effective telephone support: Service requests are resolved at the first point of contact by empowered officers using efficient software.

• Integrated workflow management: Efficient workflow and case management integrated with back-office systems, hosting all service requests with visible status updates for customers.

• Modern collaboration tools: Staff use modern tools to collaborate effectively.

• Transparent task management: Tasks and resources are clearly recorded and visible.

• Continuous improvement: Performance improves through ongoing process reviews, continuous feedback, and meaningful management reports.

The Solution 

Having chosen the GOSS Digital Platform to revolutionise their service delivery, Stafford Borough and Cannock Chase District Councils have harnessed its extensive capabilities to address the challenges of their previous CRM system. This has included the use of forms, case management, and CRM functionality to streamline business processes.

One of the significant challenges both Councils faced was managing a fragmented customer database across their customer contact centres. The implementation of the GOSS Digital Platform has established a unified customer database for the authorities, complemented by separate customer portals for residents living in either the Stafford Borough or Cannock Chase District authority areas. These portals offer personalised access to services, enabling residents to interact more effectively and efficiently with their local council.

Additionally, an automated telephone screen pop feature was introduced, which searches the database for customer information based on telephone numbers, providing instant access to relevant data during customer calls. Sarah Warren, Chief Technology Officer at Stafford Borough, and Cannock Chase District Councils goes on to explain, “It is very easy to use and simple to find customers with just a phone number.” This integrated approach has gone a long way to enhance data management and significantly improves the overall customer experience by ensuring consistency and accessibility across both Councils.

Furthermore, both authorities have also leveraged the platform’s integration capabilities to introduce new chargeable garden waste and missed bin processes. With their new chargeable garden waste process, the GOSS Digital Platform has seamlessly integrated with their authorities’ existing back-office waste, payment, and permit systems, ensuring smooth operations and easy access for residents.

Similarly, the missed bins process was implemented for both Councils, using specific business logic to regulate residents’ ability to report missed collections, ensuring accurate and efficient service.

Using the GOSS Digital Platform, Stafford and Cannock Chase have developed numerous end-to-end digital processes covering key service areas such as revenues and benefits, waste, environmental health, and housing. These digital forms streamline interactions, making it easier for residents to access services online. Furthermore, tailored case management processes have been implemented for each Council, including a new pest control process that automatically assigns jobs to operatives based on their specific area of coverage, thereby improving operational efficiency.

The Results

Since the Platform’s launch in December 2023, Stafford Borough and Cannock Chase District Council have witnessed remarkable success. Over 50,000 online customer accounts have been created, with more than 80% of residents across both authority areas utilising self-service options. This significant uptake in online transactions has not only streamlined service delivery but also enhanced the overall customer experience.

Customer service agents have praised the new system for its user-friendliness, noting that the streamlined processes and modern interface have greatly improved both customer and staff interactions. “The overall look and feel of the GOSS system is a lot slicker and more customer friendly as well as staff friendly. Offering an online portal for the customer which is easy to use will be beneficial for everyone,” remarks Sarah.

Looking ahead, phase two of the project is set to further digitise internal processes. This includes plans to familiarise staff with the GOSS Platform to ensure they are accustomed with its vast capability and its potential as a tool to help deliver future transformation work. Said transformation plans include moving mileage claims, annual leave requests, and DSE assessments online.

Additionally, there are plans to provide staff with personalised internal ‘my account’ functionalities, which is Stafford and Cannock Chase’s aim to enhance internal efficiency and improve resource management.

Furthermore, when it comes to internal transformation initiatives, Stafford and Cannock Chase have plans to use the GOSS Digital Platform to introduce a dedicated sub-site for mobile workers, enabling them to operate paperlessly in the field. With this innovation, field staff can access and update information in real time, increasing efficiency and reducing reliance on paper-based processes.

Outside of internal process digitisation, the Councils are planning a broader transformation to push more frontline customer services online. Leveraging GOSS’s robust integration capabilities, the Councils will streamline service delivery across various systems and processes. This ability to integrate with almost any other system opens up a myriad of options, ensuring that the Councils can continue to innovate and provide high-quality services to their residents efficiently and effectively.