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OneVu and OpenProcess work in harmony with one another to enable user journeys that couldn't exist previously. All designed to enable you to work smarter. 

OneVu

The following elements are present within this version of OneVu:

  • Single Sign on
    • Via Email/Password
    • Via Microsoft/Google/Facebook accounts
    • Ability for citizen to reset their own password
    • Ability to change the address associated with the account
    • National Address lookup with natural language functionality built into the service
  • Get Answers Fast
    • Customisable Service areas enabling all council departments to be surfaced in one view
      • Each department can have specific FAQs surfaced to citizens, which are customisable and can be moved up/down by council staff to reflect different times of the year
    • Personalised FAQs where back office integration is available and it makes sense to do so E.g. Council Tax, Benefits, Housing, License Renewals, Bins
      • Using real time integration, citizens are authenticated and have the frequently asked questions personalised to their case/account/claim/tenancy data held in back office systems. 
    • FAQs can be customised not only to have text based answers but can also be calls to action. E.g. How do I report a move? The Council can add a button that directs them to the Change of Address online service.
  • Do it online
    • Ability to access ~100 online forms in IEG4's LGaaP library including complex areas like Revenues, Benefits, Social Care, Taxi Licenses etc. 
    • Ability to search for online forms
      • With user defined smart search tags being able to be added adhoc by the organisation 
    • Ability to complete online forms within OneVu with the citizen's name, address etc. pre-populated into forms
    • Ability to access forms saved for later
  • Online service builder
    • eDesigner tool to build new online forms that are automatically linked to OneVu
    • Ability to add conditional logic/multiple types of controls e.g. upload function
  • Track my requests
    • Ability for citizens to:
      • Track the progress of requests
      • View information requests made by the Council - effectively removing all paper based requests for information
      • Upload information in response to an information request or adhoc after submitting an online form
      • View uploaded information e.g. the Council can provide licenses / document directly back to the customer removing associated costs
    • Ability for the council to:
      • Make information requests directly to the citizen through their account
      • Be automatically notified when a citizen updates their request with information/evidence
      • Proactively (and in an automated manner) inform the citizen when their request is progressed with customisable notifications in email or SMS formats
  • Customer Service Vu
    • Ability to sign in as a customer services officer and:
      • Search for citizens
      • Create accounts for citizens
      • View recently accessed cases
      • Log calls / face to face contacts by user defined service areas  and then service area contextual call types
      • Add service area specific notes
      • Access all functionality available to citizens
      • View all contacts/notes irrespective of channel in one single place
  • Mobile responsiveness
    • The entirety of the service has been designed from the ground up to work well on smartphones/tablets
    • Full-screen slide over menu when on a smartphone to maximise UX

OpenProcess

OpenProcess is a next generation workflow and document management solution with the following functionality in this version:

  • Ability to link an online form to a process set up in OpenProcess
  • Ability to set up processes and customise the stages/steps of these which in turn are visible to the citizen tracking their request
  • Ability to set SLAs for each step of a process so the customer knows as soon as they submit it how long it will take to complete - thereby minimising progress chasing
    • Dynamic SLA updates where the council completes the process quicker than expected
  • Ability to set up notification actions on any/every stage of process so that when a step of a process is started/completed - all designed to proactively inform the customer of progress. Namely:
    • An email is sent with custom content
    • An email is sent with custom content and a link to an online form
    • An SMS is sent with custom content
  • Ability to assign requests by type to different users, organisations and groups
    • This can be done automatically using 'round-robin'
    • This can be set so the same officer keeps the case as they complete steps or passed back to the team 
  • Ability to assign elements or all of a process to multiple users/teams/organisations
  • Ability to create and include organisations in a process. Organisations can be external contracted/commissioned organisations. So for example Fly Tipping/Housing Repairs processes could have 1 or more steps in a process managed by an organisation. They will automatically be assigned the element they need to work on and will be passed back to the council if set up to do so.