Transformation in Registration Services
Our customer journey transformation programme is all about improving the experience of our customers, making it easier for them to access services they need, with more choice about how they do so, whilst becoming more efficient so we have more time for more complex enquiries or to help our most vulnerable residents.
This includes an improved online, digital offer and the development of increasingly automated systems for call handling or resolving enquiries. So far, this has made it easier for our customers to access services like waste and recycling, and get the solution they need at any time of day. This is better for our customers and uses fewer of our own resources too.
Now, the customer journey transformation programme is expanding to include other services such as registrars. While they may have their own specially chosen software, inclusion within the transformation programme means this software can be integrated and aligned with our council-wide systems, tools, and approach to improve the way that customers register births, marriages, deaths and citizenships.
More time to focus on the important things...
This will make it easier for customers to manage bookings online, from beginning to end, improve customer communication at every stage, and make it faster to resolve enquiries or provide services. Customers will be able to see all available appointments and make a booking that suits them easily and conveniently, manage the booking themselves and track the progress of any certificates.
A more efficient and user-friendly service will take the hassle out of celebrations and significant life events, so that our customers can focus on the things that really matter.
Through collaboration between the transformation programme and the service, and by aligning our approach and systems, we will significantly improve the customer experience while making it better for us as an organisation, helping us to become a healthy and sustainable council for the future.
