|Organisation||London Borough of Hackney|
|Collaboration Level||Open To Conversation|
|Budget||£0K > £50K|
|Key Contact||Susan McFarland-Lyons|
|Project contact points|
|Phase start||30 September 2018|
|Phase Estimated end||16 November 2018|
Vision: To create a digital service that makes it easier to log customer contact so that residents enjoy better customer service; and so that Hackney can gain insight into citizens’ queries and concerns. MVP User Stories: Paying rent Sending links via email and SMS Ringing with a rent transaction query Setting up a standing order or direct debit Requesting a printed statement Wanting a refund Logging a call type and reason Writing notes to both CRM and Action Diary Sample Metric: Number of calls about rent should reduce as callers channel shift.