Local Government and Authority Communications: A Pathway to Enhanced Public Services
Local authority communications and technology have become an indispensable tool in delivering exceptional service to citizens. We understand the complex communication needs of local governments and public sector bodies. Through our innovative solutions, we empower these entities to communicate more effectively, offering more efficient and cost-effective methods. From cloud-based solutions to omnichannel contact centres, we're dedicated to transforming local government operations and revolutionising the way they interact with the public.
Challenges and opportunities in local government and local authorities
With over 15 years of experience, Britannic has established itself as a reliable technology ally in the realm of local government, local authorities and public sector. Our deep-rooted understanding of the crucial challenges faced by this sector, along with its potential growth areas, amplifies our capability to effectively deploy local government technology solutions.
Lack of multi-channel comms
“Our office phones are incessantly busy, and it's not financially viable to keep an agent on call round the clock. We're seeking solutions that enable query resolution via self-service options, SMS, or potentially a chatbot.”
“We're overwhelmed with recurrent inquiries about topics like bin collection, planning permissions, and local council tax support. Such inquiries consume a significant amount of our agents' time, leading to a considerable financial drain.”
User call identity
“Due to the disjointed nature of our outdated legacy systems, we struggle to readily access the historical records of our citizens. This not only squanders our agents' time but also leads to significant frustration among our staff.”
Lack of self-serve
“Many of our phone-based inquiries could be readily addressed through a self-service solution, allowing customers to find the answers themselves. This would, in turn, liberate our agents to focus on other priorities.”
Digital transformation for the local government: the G-Cloud 13 framework
Britannic are proud to feature in the G-Cloud 13 framework, a government initiative designed to ease the procurement of cloud services by public sector bodies. Through our inclusion in this framework, we offer a comprehensive range of services, from cloud software and support to professional services for digital transformation. This simplifies the process for public sector bodies, allowing them to access top-tier cloud services and solutions without the traditional complexity of procurement procedures.
The three biggest pressures on Local Government and Local Authorities
Lack of resources and funding
Citizens expect high quality service
No omni-channel digital strategy that links departments
Customer and Citizen expectations have changed
Feel lack of Omni-channel support
that it's rare or never even happens in the first place.
Want a call back
rather than wait in a queue or want the ability to request a call back.
Have to explain themselves multiple times
which citizens cite as the worst possible service and the biggest frustration
Britannic impressed us because they took the time to understand our needs and how our Council worked. Britannic's account management is excellent and they dealt proactively and pragmatically with any challenges that arose during the implementation of this project. They are a delight to work with.
North Hertfordshire District Council
Britannic delivers faster services and significant cost savings for North Hertfordshire District Council through the deployment of a resilient Mitel UC and Contact Centre solution.