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 One Citizen sign in
A whole council accessible with just one login. With the ability to login using Microsoft, Facebook and Google too.
Everything trackable
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
45%
Reduction in telephone calls
41%
Of transactions done out of office hours
∞
Every citizen request is trackable
39%
Reduction in face to face contacts
Case Study
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We looked at the data to see when people called and what they called about, and put the top ten questions online so that people could find the answer to their questions without calling in.
Gill Vickers
Director of Adult Social Care
Bracknell Forest Council
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See OneVu in action
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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.
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Customer experience led design
Customers can track any service request
Spans all departments and channels
Personalised FAQs
Access to personal data
silos
Request and receive information from citizens
Next-generation Workflow
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.
Automate notifications
Surface back office silo'd information to citizens
Create trackable processes
Publicise SLAs to reduce
telephone calls
The council is available 24/7
Single and simple
Sign-On
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
Quick and easy to generate an account
Real-time two factor authentication
Simple yet secure
Local Government
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
Comes with access to a library of 250+ forms
Share forms through the marketplace
Make every service online
Smart search tags make it easy to find forms
All forms are mobile responsive and trackable
Gov.uk Pay integration
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.
Change content of your portal without the need for help from IEG4 or IT.
Provides complete flexibility in terms of the user interface, as it supports HTML and CSS should councils want to expand and go further in their portal's evolution.
CRM Lite
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.
Have a single view of a citizen across all back office applications. Less training needed for customer services staff and they can proactively highlight areas for improvement as they're accessing the same content citizens are.
Council staff can search for and create digital accounts on behalf of citizens phoning in, enabling the citizen to then instantly login.
Issue monitoring
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.
Capture location within eDesigner built forms, which automatically kick off processes in OpenProcess and then automatically show in OneVu.
Service Directory
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.
Completely configurable service directory that enables citizens to easily find services by category and location.
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.
Simple to configure manner of setting up your notification types without help from IEG4 or IT.
Ability to see all correspondence sent for a particular account and drill into all detail of every item with a full audit.
Multiple Portals
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.
Limitless control over the number of distinct portals you want.
Reporting
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:
See total numbers of accounts broken down by age group, sign up method, time/day created, % of accounts created out of hours, % personalised (linked to a back office app) etc.
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
Mobile responsiveness
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
Insights
September 15, 2020
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