OneVu

Customer Engagement System
mouse-scroll
Menu
Request
Fly Tipping report
Started
11/12/2018
Target
21/12/2018
Steps
Documents
Notes
Reviewing your report
Started 23/10/2018
Target 26/10/2018
Dealing with the fly tipping
Arrange with Fly Tipping ltd
Not started
Target 13/11/2018

Empowering Citizens

A bespoke customer account, allowing your citizens to seamlessly control and manage the services provided by you, at a time that suits them. Using citizens’ individual information and integrating forms with back office systems, means users can access their information in real-time.

Why Choose OneVu

Simple Sign In

Personalised Content

Track Progress

Provide a single view of your council with personalised responses relevant to your citizens enquiries
Updates and end-to-end progress tracking in real time, reducing unnecessary contact
One single sign in using email or social accounts for 24/7 access, increasing citizen engagement with your council
“I was particularly drawn to IEG4’s ambitions and vision for online citizen services which echoed my own”

Honor Howell, Assistant Director, Central Community Service Borough Council of Kings Lynn & West Norfolk

45%

Reduction in visits to customer service points

150k

Savings within 6 months

120k+

OneVu accounts now live

26%

Reduction in calls to benefit departments

OneVu Case Studies

Reducing claim processing time with digital accounts

The My Benefits account allows users to log in using a Facebook, Google or Microsoft account - open a claim and view current data online, including payments made, payment methods, payment dates and reductions. The portal from IEG4 allows claimants to submit notes, changes in circumstances and requests to the council, and then track progress of the response. Take up of the digital accounts has saved a significant amount of time for the welfare and housing service, with phone lines now open for just four hours a day instead of eight and a half.

Bracknell Forest’s director of adult social care, health and housing Gill Vickers says: “Everything is online. People can track their benefits just like a parcel and it covers all of the transactions that were previously done on the phone. People were calling us asking when their money would be going out but now they can see this information themselves. We looked at the data to see when people called and what they called about, and put the top 10 questions online so that people could find the answer to their questions without calling in.”

Read more

Minimising Frustration

The system was specifically designed to reduce errors and the time staff spent rectifying them. Forms automatically validate data, such as national insurance numbers, with information already held on the system. For customers, this has created a more Minimising Frustration user-friendly and intuitive experience, reducing the time spent filling in forms and waiting for payments. Customers quickly noticed an improvement, and today almost 60% of claimants have chosen a My Benefits account.

Feedback from users has been encouraging. One, who had found it difficult to get to the council offices, said: “Setting up a My Benefits account was simple. Being able to make a claim, tell my caseworker about a change of circumstance without having to phone or come into the council office is really convenient and I can also keep track of my claim being processed. ” Vickers is not surprised by the great response from customers. “My Benefits forms are designed to enable, not prevent, people from transacting with us. We now only ask for evidence that is critical- we are really clear about what we need and we have reduced some information requirements to minimise customer frustration,” she says

Clear Communication

Vickers says that the programme’s success can also be explained by considered communication and promotion prior to launch. “The welfare and benefits team promoted the service to claimants by letter, via emailed video,through social media and home visits. Clear Communication Officers had conversed with customers about the initiative rather than expecting them to sit in front of a screen having it explained to them. Customers liked the fact they could upload their information online and don’t need to come in,” she adds.

Digital First

When choosing a partner to work with, the council needed a solution that could be easily integrated with its existing document management system. IEG4 ensured it could pull information from the council’s back office system via an API, enabling vital data, such as customer payments, to be displayed. In addition, IEG4 provided a look and feel that was “fresh,modern and more than just a clunky bolt-on”, says Vickers.

The project turned out to be ground breaking; a cloud-based system that has been part of the council’s implementation of agile working. “In addition to all of the benefits for our customers, the savings are significant.  With the service being online, teams make fewer face-to-face appointments, calls have been greatly reduced and postage costs eliminated. The savings have spread beyond the welfare and housing department alone”, she says.

This has had important implications for the entire organisation. In the future, there is potential for it to be a portal to other council services. “It’s brought more than a silo service saving. The system has complemented the council’s wider transformation programme,” says Vickers.

KLWN puts power to build eForms in customer service hands

Five years ago the Borough Council of King’s Lynn and West Norfolk (BCKLWN) started its journey to provide online services to its residents and today provides a user-friendly end-to-end digital service for all its main functions including housing benefit and council tax. What is interesting is that a focus on knowledge transfer means that customer service experts are now building their own eforms and even sharing these forms with other councils, thereby collaborating and combining work through IEG4's version of Local Government as a Platform (LGaaP).

There were two main drivers in the journey to transform services. Firstly - in common with all councils - BCKLWN needed to meet the challenges of reducing budgets. But no less importantly, it also wanted to improve the citizen’s experience by enabling self-service and minimising all ‘avoidable’ contact. And in doing so, reduce the time spent filling in forms, time spent waiting for verification, time spent queuing and time spent tracking progress on benefits claims and entitlements. It wanted to ensure that citizens doing business with the council found it easy.

Read more

Interactive & Integrated

The council initially worked with IEG4 to put its benefit claim forms online - interactive and integrated into back end systems. They then became the first local authority to sign up to IEG4’s OneVu – a user and mobile-friendly end-to-end customer engagement platform which enables residents to, amongst other things, apply for housing benefit, council tax discount, track payments and appeal decisions online at a time to suit them.

Leading the project was the council’s assistant director, Honor Howell. “We wanted to improve the way we engaged with our customers and improve the service we gave them. We became a development partner with IEG4 when OneVu was at the point of concept. We liked working with the company and liked what they were doing. OneVu struck us as being fresh, new and agile with a great vision that matched our own.”

The system was designed to make the council’s services more accessible to people 24/7. A sign of its success is that nearly 20,000 residents now have a digital Myaccount powered by OneVu. This has reduced the pressure on the council and has meant that two of its walk-in centres have been closed, said Howell.

“We have seen a significant drop in numbers of calls and visits to the council as more customers take up the online service – we had a 26% fall in benefits calls in the past year alone,” she says.

“IEG4’s approach has always been to build an intuitive service and then give us the ability to do it ourselves. For example, with multiple payments, they built logic into eDesigner so that I could add the other elements and codes as needed,“ says Hillard.

Self-sufficient & powered by user need

Every online form on Myaccount is created in-house through IEG4’s eDesigner. Initially the council had to ask IEG4 to build forms, but the company was keen on knowledge transfer so that BCKLWN had the skills in-house to build their own digital forms-based services to meet citizens’ needs. Hillard, who was seconded onto the project three years ago from the customer services team, has been responsible for creating these eforms: “With eDesigner you don’t have to be a technical whizz kid to build a form from scratch. They are easy to create in eDesigner and this has meant we have become self-sufficient and have developed the skills and expertise to produce them in-house.

“Councils’ resources are always stretched and the customer services team deal with enquiries every day. I worked closely with them so that we were able to design forms that met the needs of the customer as well as providing the information the back office needed too.”

She adds: “When we bought Myaccount we had forms in mind that we wanted to build to replace our old system. We used eDesigner at first to do some simple forms and it led from there – the last one we created was a complex house of multiple occupancy (HMO) form.”

IEG4 currently supports the council with integrating the forms into existing back office systems.  But in line with its ethos of giving its customers the ability to be self-sufficient, IEG4 is building the capability for the council to do this integration piece themselves. They have recently integrated online payments with eforms so customers can ask and pay for services at the same time - making it more efficient for everyone involved.

“IEG4’s approach has always been to build an intuitive service and then give us the ability to do it ourselves. For example, with multiple payments, they built logic into eDesigner so that I could add the other elements and codes as needed,“ says Hillard.

Mobile & Social

The system was specifically designed to be mobile and social media friendly. “This is what people are used to these days and we needed our technology to have the same familiarity with what they are using,” Hillard says. “We don’t like complex forms and we want transactions with us to be as easy for people as they are on Amazon or eBay. Dealing with us needs to be as user friendly as possible and in a language that customers understand. At the same time, we’re also trying to strike a balance so that our back office gets the information they need,” she says.

Whilst the council is working to increase digital services, some residents still prefer to use traditional ways to contact them. In response to this the council provides an assisted self-service function at its headquarters in King's Lynn together with community information points across the borough to ensure the needs of these residents are met.

Sharing with other councils

BCKLWN has recently signed up to IEG4’s form sharing platform (LGaaP) which enables councils to use and borrow existing forms and not ‘reinvent the wheel’ when they look to put services online.

“As pioneers in the field, we have seen other councils lift our forms and just embed their own logo,” says Hillard. “This is always satisfying to see, but IEG4 has plans to add a small charge to councils using the more complex forms so that it can reimburse the originator for its effort. So, our forms could potentially earn us money, which makes it even more satisfying.”

The beauty of the eDesigner forms is that users can share forms they have developed, and those councils who choose to use them can quickly tweak them to meet local requirements and processes.

Building an 'all digital window' for customer contact

High Peak and Staffordshire Moorlands Councils are reaping the benefits of a successful channel shift strategy that sees first year savings in excess of £150,000 and significant reductions in calls and visits to customer service points. Whilst they are celebrating the completion of the successful first phase of their joint channel shift strategy, they are already looking ahead to the next phase of making digital channels the preferred route for their customers. The issue moved up the agenda for both councils in January 2016, when the Alliance between the two – which provides a shared management team and services – produced a strategy for channel shift aimed at delivering internal efficiencies by, using digital platforms to improve processes and to meet changing customer demands.

The plan had five central elements: implementation of three brand new websites; introduction of risk based verification for housing benefit and council tax reductions; elimination of paper claim forms; the setting up of a new citizen portal; and retiring the legacy CRM system. On examining the options, the Alliance saw a way to combine much of the central elements together by working with IEG4 to build an ‘all digital window’ into the two councils; as a result both councils are now realising significant benefits from the move.

Read more

Replacing Legacy CRM

A key step has been in the retirement of its CRM – which at 11 years-old was nearing the end of its lifecycle – with the IEG4 OneVu platform which Rachel Felix, digital transformation business partner for the Alliance, describes as a “light CRM”. “We looked at lots of things and because of the push to self-service we wanted a platform that puts the emphasis on the customer, and this does it,” she says. “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.”

The platform combines three main functions: IEG4’s OneVu citizen portal, CSVu customer service portal and Open Process workflow element. With a mobile first design, OneVu has done a lot to attract residents to use the portal, with the provision of answers to frequently asked questions and functions to submit IEG4 forms and the ability to track the progress of service requests. CSVu has effectively taken the place of the old CRM, providing customer advisers with a view of what the citizens can see on OneVu and giving them the ability to respond to calls and to add notes to the customer history. It has helped to make assisted services available as  advisers are able to log into a citizen account and complete a task on behalf of a resident if needed. Meanwhile, Open Process provides the workflow capability to monitor and manage the fulfilment of service requests.

Early Benefits

Implementation of the platform took place June 2017 and has already brought significant results. By March 2018 about 13,500 residents of the two districts had live accounts, with 32% of those being created out of hours – an indication of the ease of self-service – and 41% being personalised with back office system authentication. In addition, the number of new visitors to the councils’ websites has increased by 25%; online form usage has risen by 80%; the volume of calls to the contact centres has decreased by 45%; and visits to their neighbourhood offices have fallen by 39%. It indicates a direct correlation between the customers choosing to access services in their digital account and a reduction in calls, and it has given the customer services team the time to concentrate on a ‘right first time’ approach, in which they deal with enquiries from start to finish.

This is supported by triage and validation features within CSVu, along with the access to a variety of back office systems. It has also enabled the Alliance to reduce the opening hours of its contact centre by two hours a day and close the phone lines two hours a week for staff training and development. Additionally, an assessment of the change in demand has led to a review of the opening hours at the neighbourhood offices. Automation of some transactions has improved processing times and helped to reduce fraud and error, that, together with other benefits of the channel shift programme such as reduced IT, print, postal and administration costs, is producing savings that so far are estimated at £150,000.

Effective Integrations


The integration capabilities have been effective, linking the platform to Northgate’s PARIS software for payments and Civica’s OPENRevenues for revenues and benefits. Integration with Civica’s APP software is also scheduled for early Spring to support the Alliance’s waste management processes. The Alliance is now working on a project initiation document for phase two of the strategy’s implementation and has further plans for the platform.

These include adding processes around business rates and registered landlords, and an integration of payments. Councillor Tony Hall, Cabinet Member for Customer Services at Staffordshire Moorlands, said: “The potential for integrating other systems into this platform is exciting and, over time, will hopefully mean that we can introduce even more capability for our residents and, ultimately, improve the efficiency and breadth of services offered digitally.”

The Councils are also looking at the potential for robotics automation in handling high volume, non-complex processes such as council tax transactions, although this is still at the ‘possibility’ stage. The IEG4 platform has already helped High Peak and Staffordshire Moorlands Councils to go a long way towards the vision of their strategy, to ensure that digital channels are not just acceptable but become the main preference for their residents in accessing services. Emily Thrane, Executive Councillor for Finance and Operational Services at High Peak, said: “The channel shift programme is about modernising the way we and our residents transact and delivering services via channels our customers are using for other everyday services. We’ve made a successful start but we know there’s still some way to go – the work we’ve done so far is yielding encouraging results and we’re looking forward to introducing additional functionality in future phases.”