Realise your ambitions for channel shift
IEG4’s OneVu solution enables a single digital window into your council to be provided to your customers. Designed to solve customer queries, not just surface data, OneVu has reduced phone calls in some councils by up to 50%.
OneVu enables your customers to self-serve and get personalised answers to the most common questions you are frequently asked already. As well as providing the ability for customers to submit and track the progress of >300 different pan-council services.
Business users can change content
You can make the content inside the citizen portal your own. And adapt it to changing demands without IT's help.
OneVu single citizen sign-in
A whole council accessible with just one login. With the ability to login using Microsoft, Facebook and Google too.
With over 30% of telephone calls related to progress checking or failure demand chasing, OneVu stops this with progress checking on every single online form.
‘Council in a box’ suite of forms
A library of 250+ forms is available from day one to get you up and running fast and with eDesigner you can add even more.
Stats from OneVu users
Reduction in telephone calls
Of transactions done out of office hours
Every citizen request is trackable
Reduction in face to face contacts
The aim is for a high percentage of residents to have an account with us, but we will still be there on the phone and we will get the same view as the customer.
High Peak & Staffordshire Moorlands Councils
One Citizen Portal
OneVu is a mobile-responsive citizen portal spanning the whole council services with a single sign-in. Council Customer Services have enhanced access to the same solution, providing a single view across all back-office data silos and access to all online forms.
OneVu comes with Open Process – a next gen workflow engine capable of having multi-stage processes that can be tracked by the citizen online within their OneVu account. Council staff can request information online from citizens and in turn citizens can upload information online.
Single and simple Sign-0n
A single unified cross-UK account creation and management solution. Enabling accounts to be created via an email address, Google, Facebook and Twitter. Citizens, Council and Contractor staff all have a OneVault account
in a Box
What if standardisation wasn’t a problem? With eDesigner you can build your own forms without code, which, like IEG4’s main product forms, have the ability to be linked to OpenProcess workflows and thus be tracked by citizens
So much functionality Built-in
A no code framework
API Framework | A no code engine
Councils have literally tens of different core applications. These use different integration mechanisms like REST, HTTP, SOAP and rarely use standards from one system to another.
This has historically meant fixed self service portals built by legacy software suppliers that only work for one department. With OneVu, we wanted to remove the technical gobbledegook and provide a single user interface for citizens and a single no code way for business users to add/amend the portal.
To do this we built an API framework that provides a consistent integration mechanism and allows non-technical staff to change content.
Citizen Engagement in all channels
Today you want citizens to have a single view of the council and do things themselves online. But for when people do call, OneVu has a built-in Customer Services Vu, which enables you to have a single view of the citizen.
Prevent duplication / maximise engagement
With OneVu, we're providing a platform for digital. Any requests that are made, which capture location can now be shown automatically on a map to prevent duplicate/triplicate requests. Not only can this be used for any location-based service, it can all be done with NO CODE.
The first standard-based modern service directory
Our mission is to surface local, place based services to people that need to find them in the most simple possible way. In the same place a person can find out their bin day they can find out where they could get help managing their money or where their elderly parent can find services help with loneliness. All designed to help reduce the burden on social care with a proactive approach.
eNotifications / eBilling
Limitless | Innovative
Most electronic notification services require councils to pay each and every back office system supplier to use their electronic notification module. With a platform based, innovative approach we have provided the means for a council to deliver eNotifications/eBilling for ANY department and for ANY purpose. What's more our approach of enabling all services use GOV.UK Notify means you can have a consistent way of notifying customers irrespective of channel/department.
Business | HR | Leisure | Anything
OneVu comes with a built-in function that enables you to create distinct and more specific portals that can share all, some or none of the content that citizens see.
For example you can create a business portal that enables businesses to find out about trade waste, business rates, licensing, highways but not see content like council tax/social care which citizens would see.
Likewise you could have a HR portal where staff can see payslips and request leave in the same place they can see their council tax/bin days.
Insight to see and respond to channel shift
Powered by the industry leading Microsoft PowerBI, IEG4's Reportal functionality comes with OneVu. Managers can see how OneVu is enabling digital transformation whilst also being able to see how new forms built with eDesigner are helping make channel shift greater over time.
Reporting comes with the ability to:
Improved outcomes are made possible with these features
'Myaccount' single sign-on via social media or email
Simple and quick account generation encourages take-up and engagement
Personalised and customisable FAQs for individual citizens
Secure authentication means that FAQs can be personalised and surface the key information citizens want in a format that is clear
Ability to search for online forms, pre-populate & save for later
Ease-of-use features ensure users’ utility is maximised and the channel becomes preferred means of communication
Online service builder - build and link new forms
Forms may be built by non-technical users for any service – with the same look and feel, tracking and integration features
Track requests, check progress & set SLAs
Citizens and customer services have access to all the information they need to receive and provide a great customer experience
The OneVu user interface is designed for smart phone and tablet use – meaning a great user experience and ensuring high levels of adoption
Integrates with back office systems where APIs available
Which means that complex back office information may be surfaced within OneVu and presented to the citizen in language they will understand
Integral workflow and EDMS functionality
Create trackable multi-stage processes incorporating document uploads for any department
Available as an organisation-wide or departmental solution
Councils can scale up if required, starting with the services which offer ‘big wins’ – e.g. revenues & benefits, waste management etc
September 15, 2020Digital
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