| Organisation | City of Westminster Council |
| Department | City Management and Communities/ Noise |
| Collaboration Level | Share Ideas |
| Budget | £0K > £50K |
| Key Contact | Marta Pocztowska |
| Phase start | 18 November 2018 |
| Phase Estimated end | 28 February 2019 |
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We are developing a new SMS solution for the Noise service as a pilot to ascertain the full benefits of automation. The solution will enable a new channel of communication, which aims to reduce the pressures on front line resources, but still deliver the service to customers requiring an action or visit. Currently an officer is required to call the customer within 45mins which will be replaced with an automated text message to the customer after 20 min’s to ascertain if the noise has stopped / or if it is persisting. The customer responds by text with a simple ‘Yes’ or ‘No’. If the noise has stopped, the system will close the case, without further manual intervention. If a response to the initial text message is not been received, the case will be closed on the system. This solution will create capacity within teams to continue to meet current demand and deliver an efficient service.