How Christchurch City Council modernised their citizen engagement model
Client:
Christchurch City CouncilChallenge:
- To improve the overall user experience for citizens
- To reduce complexity
- To automate existing manual processes
Solution:
- A new digital interface and request management platform
- A simplified, end-to-end digitised process
- SAP Customer Experience solutions implemented by DXC Oxygen and SAP
Results:
- Citizens now engage easily and quickly with the Council
- Reduced barriers to access services
- Choice in how citizens can interact with the Council
Christchurch City Council needed to improve the quality of the interactions citizens were experiencing when seeking Council assistance. The challenge was to vastly improve the overall user experience, reduce complexity and automate the manual processes that governed the workflow around providing feedback, receiving requests, issuing work orders, and dispatching field-service teams.
Leveraging the cloud and SAP Customer Experience solutions, including the SAP Citizen Engagement Accelerator, a new digital interface and request management platform was introduced, allowing citizens to easily and quickly engage with the Council with a simplified, end-to-end digitised process. This solution has transformed the way Christchurch City Council now delivers 46 public services, with a tailored, omnichannel experience for its 380,000 citizens. Every day interactions are digitised, reducing barriers for citizens accessing the services, and providing choice in how citizens prefer to interact.
Watch the video to learn more.