|Organisation||London Borough of Hackney|
|Collaboration Level||Open To Conversation|
|Budget||£0K > £50K|
|Key Contact||Susan McFarland-Lyons|
|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.
We've been putting v2.0 through its paces this week ahead of rolling out to agents tomorrow. We're trying to cram in a few remaining usability tweaks today that will make all the difference to agents. Read more here: