Liverpool City Council has revealed plans to revolutionize its approach to handling resident inquiries by introducing a new, advanced system. This system will seamlessly integrate front-office customer experiences with back-office systems, utilizing AI and automation to streamline processes and provide enhanced self-service options. The main goal is to offer residents convenient access to services online, over the phone, or in-person, with real-time updates and easy access to information.
This initiative is part of Liverpool City Council’s ‘Customer Experience Improvement Plan’, aimed at addressing feedback from residents who have expressed the need for more integrated, responsive, and user-friendly services. Initially, the focus will be on rolling out these improvements in Environmental Services. With the new customer software, residents will receive regular notifications regarding their inquiries and have the ability to track the status of their case by accessing their Council account, which will also contain helpful details like bin collection schedules and Council Tax information.
By partnering with Jadu, a company that collaborates with numerous local authorities in the UK, Liverpool City Council aims to implement this new system effectively. Councillor Ruth Bennett, Deputy Council Leader and Cabinet Member for Transformation, emphasized the council’s commitment to providing cost-effective, high-quality services that meet the needs of residents and communities. The goal is to offer accessible and efficient services that make it easy for everyone in the community to engage with the council and stay informed about the status of their requests
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