Service deliveryDigital Customer ServiceCrawley introduces citizen self-service

Crawley introduces citizen self-service

Council delivers major digital project

Crawley Borough Council has launched myCrawley, a new online service which gives residents instant access to council services, when it suits them.

Built on the Firmstep platform, the self-service portal delivers secure access to personalised forms and account information including real-time rubbish, recycling and garden waste updates.

With a few extra steps residents can access their Council Tax account to view balances and bills and manage payments, instalments and discounts.

Residents can also keep in touch with the latest news and service updates from the council by managing their email subscriptions in myCrawley. The council will be adding new features and services over the coming months.

A lot of work has been put in to ensure myCrawley is optimised for mobile devices, providing a clean, modern app-like interface.

The unified platform of CRM, portal, forms, workflow and internal dashboard delivers both mediated and online services in the same place, with full visibility of all transactions for customers and staff.

Integrations with our own and our contractor’s IT systems allows us to present instant updates to customers and automate transactions, eliminating re-keying of data.

Councillor Andrew Skudder, Cabinet member for Resources at Crawley Borough Council, said: “myCrawley is a major digital project for the council, which gives residents another way to access services.

“We have already made improvements to how we treat personal visitors to the Town Hall and telephone callers and now we can offer a similar improvement to online visitors.

“From real-time rubbish and recycling updates, personalised forms, managing a Council Tax account and signing up for email subscriptions, myCrawley does all that and with more to follow.”

Nick Murthwaite of Firmstep said: “Crawley Borough Council truly understands the concept of digital transformation. It is a pleasure to work with such a dynamic team that is focussed on putting an exceptional citizen experience at the heart of everything they do.

“The myCrawley site acts as a single point of access for citizens looking to interact with the council. It ensures they only have to log in to one place to access a range of council services and to view a full audit trail of their transactions. This provides a more cost effective method of interaction than mediated channels and ensures Crawley is providing services fit for the modern day digital landscape.”

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