Dudley Metropolitan Borough Council

Outcome of Expression of Interest: Not shortlisted

The Council has a number of booking solutions and approaches, ranging from legacy systems to Outlook calendars. Bookings are therefore taken using a variety of approaches, often via the phone, and without a consistent approach from the customer perspective.

This results in inefficient back office processes and lack of visibility to our customers of available appointments, current bookings and cost.

We have implemented an MS Dynamics CRM and now want to further develop this to provide a holistic booking capability, embedded in our customer portal, for the full range of bookings that are taken by the council, for example registrars, refuse, recycling and housing managers. The online booking system will digitize the booking solutions services, reduce their overhead costs and improve customer satisfaction levels.

Customers will have a better experience because they have the flexibility to control the date and time of their own appointment and can access the booking service at any time. Employees will spend more time delivering the service and less time on telephone calls or rekeying information.

By talking to neighbouring boroughs we have identified that this is a common requirement, and we intend to produce a solution that will be reusable by other local authorities.

  • Digital leadership training (for council leaders, service managers or senior executives)
  • Digital and agile awareness
  • Introduction to delivery management
  • Introduction to digital business analysis