People and processesSimone Davey, Customer Services & Digital Manager, North Somerset Council

Simone Davey, Customer Services & Digital Manager, North Somerset Council

Simone Davey, Customer Services & Digital Manager, North Somerset Council

Simone Davey has been instrumental in driving the digital agenda for North Somerset Council.

As Customer Services & Digital Transformation Manager her aim has been to revolutionise the digital experience that the Citizens of North Somerset experience. Since Simone joined the organisation four years ago the way in which customer have interacted with the council has changed dramatically.

From a base of zero, now over 20,000 customer’s logon to their digital My Account each month to interact digitally with Council, that’s over around 15% of the working population and over 10% of households.

This has been achieved through the innovative use of a number of technology platforms including the My Account system itself, which is made up of a number of disparate ‘front end’ accounts which are integrated into back office system and then have a single sign on to provide the customer with an ‘Amazon Experience’ when interacting with the Council.

It also includes a new website, built on WordPress, which redesigns the approach to public sector online experience, with top tasks and transactions taking prevalence over news and Council PR. Integrated between these two platforms is webchat, which provides customers with an online assistance channel, should they struggle with any of the services they are attempting to complete digitally.

These technologies integrate into the telephony customer services operation, which provides a rounded view of all customer services contact and is supplemented by a purpose-built data analytics tool which provides a wealth of customer insight data to help improve the digital journey.

Sitting over the top of all of these journeys is an online customer feedback tool, which ensures satisfaction within this digital experience, ensuring that any issues raised by customers when accessing digital services can be quickly addressed. It is no exaggeration to say that Simone has lead this programme of dramatic transformation with genuine desire, commitment and passion to improve the lives of the citizens of North Somerset.

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