Digital services work programme
Customer Contact
As part of the Digitising Customer Experience (DCE) project, iniated in January 2020, we introduced a case management system called Customer Contact. Customer Contact is an online interface which manages all contact from customers. Customers can chose to self serve online or be assisted by a Customer Services Advisor on the telephone or in person. All cases will be logged and managed on the Customer Contact site.
- To deliver the Digitising Customer Experience (DCE) project we embeded agile project management.
- Each process underwent a full end to end service redesign.
- Where appropriate, services use mobile devices to help deliver digital services rather than 'print and pass'.
- All processes have been aligned for online self service and assisted service.
The following processes launched in date order all use Customer Contact to manage cases.
July 2023
- Interaction log dashboard (CC use only)
- Global fees and charges end point
- Report a complaints or contact us enquiry on a map
- Interaction dashboard
- Digital take up dashboard
May 2023
- Mayrise integration
- Street lighting
- Highway processes
March 2023
- Swap a bin process
- My Gateshead account dashboard
December 2022
- Sign in to My Gateshead account using Facebook authentication
- Sign in to My Gateshead account using Google authentication
- Form for CSU to report website content issues (customer contact use only)
September 2022
- All Customer Contact payments moved to paye.net (in conjunction with PCI compliance).
- Customer Contact - face to face interaction form (for the opening of North West Pavillion reception)
January 2022
- Map based search proof of concept
- investigation to see if we can seach for case details from location based reporting search.
- Pins on maps proof of concept (street lighting)
- investigation to see if we can add a detail screen to show when you click on a pin on a report it map.
- Elections escalation task (use for Customer Contact only)
The decomission of Lagan CRM system by IT Services took place on 8 December 2021.
Phase 1 (5 May 2021)
- Pay for garden waste collections
- Fly-tipping
- COVID-19 - Get help process (archived)
- Highway maintenance and drainage processes
- Street furniture
- Street lighting
- Street cleansing
- Winter maintenance
- Lost, found or stray dogs
- Pest control
Phase 2 (26 May 2021)
- Registrars
- Bin operations
- Business waste collections
- Complaints,Compliments and Contact us
- Generic satisfaction feedback form and All feedback dashboard
Phase 3 (14 July 2021)
- Waste permits
- Waste permit appeal
- Waste escalations (for Customer Contact use only)
- Payment call back form (for Customer Contact use only)
Phase 4 (4 August 2021)
- Arrange a bulky waste itemised collection
- Bulky waste clearance quote request (Customer Contact use only)
- Request a bulky waste collection for a business or council service
Phase 5a (15 September 2021)
- Registrars
- Copy certificates
- Registrars escalation and call back enquiry (Customer Contact use only)
Phase 5b (22 September 2021)
- Contact us
- Miscellaneous payments form (Customer Contact use only)
Phase 6a (5 November 2021)
- Pay for garden waste collections (moved into Customer Contact)
- Face to face quick interaction recording at receptions (Customer Contact use only)
- Bonfire removal
- Winter maintenance (refreshed from phase 1)
Phase 6b (24 November 2021)
Phase 7 (8 December 2021)
- Apply for a Blue Badge (inc. back office management)
- How to apply for a Blue Badge
- Arboriculture processes
- Housing repairs (overflow calls) (Customer Contact use only)
- Request an asbestos collection
- Fixed play equipment
- Hazardous waste disposal (Customer Contact use only)
- Report an abandoned vehicle
- Dropped kerbs (payment only)
- Pay for your food hygiene re-rating (payment only)