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Delivering a leading online self-service tool

THE PROJECT

Prompted by the Government's aim to digitise its services, a local council looked to Practicus to help expand its online presence through a customer self-service tool.

THE CHALLENGE

The Council approached Practicus to support the creation of an online self-service tool that would not only provide greater convenience to customers but also increase the insight around the opportunities to better serve its varied stakeholder base.

THE ENGAGEMENT

Before development could begin on the self-service site, there was a need to develop the Council's Customer Relationship Management capabilities. Practicus provided CRM and systems upgrade expertise to deliver against this need.

THE OUTCOME

The CRM solutions that Practicus delivered were very well received by the Council. The new online self-service tool is seen as a leading example within the world of Local Authorities.