Granicus to deliver better customer service
To help make it easier for our customers to get in touch and for us to log what people have asked us to do or reported, we will be replacing the Confirm module with Granicus, our customer relationship management system, to record, store and action enquiries.
Granicus is used by many public sector bodies and offers a number of benefits:
- customers can ‘self-serve’ and review their enquiry, with automated responses helping to reduce requests for updates
- standard templates for email and letter correspondence for consistency and speed of response
- a supporting process within the system for enquiries
A training programme will be available for colleagues who use Confirm.
Alloy asset management system
Making sure we deliver value for money services for our taxpayers is important.
To improve the way we monitor the condition of our assets, including our road and streetlights to target repairs and investment on a priority basis, we plan to introduce a new system called Alloy.
Alloy is a new smart asset management system and will replace Confirm for recording and actioning all assets and any works required. It offers our service a number of benefits:
- a bespoke system developed by our team
- visual based information using a map for clarity
- a mobile app to create jobs and check on works across a geographical area
- interactivity with other systems to provide improved oversight.
The Alloy system will initially include some of the features available in Confirm and we will be looking to add further features over time.
A training programme will be available for colleagues who use Confirm.