A Local Authority Solution

MY ACCOUNT ONLINE CUSTOMER PORTAL DIGITAL SERVICE DELIVERY FOR YOUR RESIDENTS, LANDLORDS AND BUSINESSES

Part of the OnGov suite

CONTACT Address

Phone

Online

Gandlake Gandlake House London Road, Newbury Berkshire RG14 1LA

01635 524404

Email:

[email protected]

Website: www.gandlake.com

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MY ACCOUNT IS A MULTI AWARD WINNING SOLUTION DESIGNED ESPECIALLY FOR LOCAL AUTHORITIES THE SERVICE EXPLAINED... With My Account your customers get a personal account similar to online banking and can view all their Council Tax information and related documents via their PC, tablet or mobile phone. Once registered the council can automatically send e-bills only and make significant print and postage savings from the outset. MY ACCOUNT CTAX/NDR

It’s great news for your businesses too as they can view their Business Rates information through the same online process. The system will also send your customers alerts via email or straight to their mobile phone reminding them of payments due, flagging a new document to view on the service as well as delivering general council updates.

Online forms are a key component of any effective Channel Shift strategy. They allow customers to request services via the web 24 hours a day 7 days a week and they help drive take-up of the online channel. Gandlake’s My Account provides access to a range of popular online forms. There is a Single Person Discount form that allows users to apply for a Council Tax Discount. The Direct Debit form allows Council Tax and Business Rates payers to set up reoccurring payments. There’s also a Missed Bin form that allows users to report a missed refuse collection, and the Report It form allows users to report various incidents, such as graffiti or an abandoned vehicle.

SINGLE SIGN ON

ONLINE FORMS

All this is accessed through a single ID and password and if you have another portal already in place, such as a 3rd party housing portal or choice based lettings, we’ll happily link to it via the same My Account login. My Account Login is based on Open ID and can easily support links to other portals that provide the standard interface. This makes it so much easier for your customers to access multiple services and makes the web the first choice channel.

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WHAT IS AVAILABLE THROUGH GANDLAKE’S MY ACCOUNT SOLUTION....... Gandlake’s offers you more services than anyone else on the market today and is available at an unbeatable price. In addition, the fact that it’s fully hosted means no outlay for hardware boosting your saving potential even further.

SERVICES

COUNCIL TAX

BUSINESS RATES

LANDLORDS

BENEFITS

SCHOOL WAITING LIST

GARDEN WASTE

BUSINESS ACCOUNT

EMPLOYEE ACCOUNT

LIBRARIES

COMMUNITY CHAMPIONS

REGISTRARS

PLANNING

LEASEHOLDERS

DEALS

SINGLE PERSON DISCOUNT

DIRECT DEBIT

MISSED BIN

REPORT IT

FORMS

ALERTS

COUNCIL TAX REMINDERS

COUNCIL INFORMATION

MOVING

GANDLAKE OFFERS MORE FUNCTIONALITY THAN ANY OTHER SERVICE PROVIDER.

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CUSTOMER SERVICE DASHBOARD PROVIDING THE BEST POSSIBLE SERVICE FOR YOUR CUSTOMERS AND BUSINESSES

Each member of your contact centre team will be able to access the same information as the customer, meaning calls and face-to-face contacts are handled much more effectively. Your team can even carry out a quick sign-up on behalf of the customer there and then. My Account is a fast, affordable and incredibly effective solution shaped by years of development expertise. It enables you to provide the highest levels of customer service and generates significant payback and ongoing savings.

GANDLAKE - BENEFITTING YOUR COUNCIL PROVEN

CHANNEL SHIFT

SWITCH OFF PRINT

AGENT ACCESS

Proven and demonstrable platform with excellent customer references throughout the UK.

Generates savings by making the web the channel of choice and taking traffic away from the contact centre.

Paper bill suppression means significant additional savings in print and postage from the outset.

Same view for customer and agent means better call handling and faster resolution times.

TRUE DOCUMENTS

IMPLEMENTATION

MARKETING

PRICE & FEATURES

Less confusion as customers and Customer Service Staff can view online documents as they appear on paper.

Gandlake’s excellent project management will help speed up and guide the implementation process.

Gandlake provides specialist Marketing support and advice on take-up and promotional campaign activity.

More functionality than any other offering and a highly competitive price.

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FAQS Here are some additional questions and answers that crop up when we talk to councils about their digital service delivery requirements. 001. // HOW HAVE YOU MANAGED TO KEEP YOUR PRICES SO LOW? We provide our digital service delivery platform for more councils than anyone else and have plenty of experience in delivering off the shelf solutions. The service we provide is tried and tested and tuned to perfection for a fast and cost effective delivery. We know how to get you up and running quickly with your specific configuration, logo and colours added along with your data and documents. Also, all the services we provide are developed by Gandlake removing any reliance on bringing in expensive third party providers.

002. // HOW LONG DOES IT TAKE TO IMPLEMENT? This depends largely on the council but we have implemented a full service in as little as twelve weeks. We always aim to implement our solutions quickly and efficiently so we can keep the cost as low as possible. To focus on the single-sign-on element of the solution first and work in unison with the council. However, we are reliant on efficient turnaround times from both parties.

003. // IS HOSTED THE BEST OPTION? Gandlake uses dedicated data centres with full disaster recovery already in place and currently provides this service for councils throughout the UK. This is a huge up front saving for councils as it negates the need to purchase additional hardware, software and internet connectivity. We provide you with a set of extract scripts and install delivery software on your server during implmentation. All other software, applications and data is fully hosted.

004. // WILL MY DATA BE SAFE IF IT IS HOSTED? Gandlake is an ISO27001 certified provider of secure hosted services. BSI (Our ISO auditors) audits our services, facilities and procedures annually. Our hosted service goes through annual penetration testing by third party providers to ensure our services remain safe and secure.

005. // CAN YOU PROVIDE SINGLE SIGN ON TO ADDITIONAL SERVICES WE ALREADY HAVE IN PLACE? Yes of course and we have done this for many councils already.

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FAQS

CONTINUED...

006. // WHAT BENEFITS SHOULD I EXPECT? Providing excellent online services means your customers quickly migrate to the web to answer their own queries and no longer see the contact centre as their first port of call. This results in a significant reduction in telephone and face to face contact as well as time spent on processing applications. For those that still contact you directly, your agents can call up the same account and see exactly the same information as the customer sees. This means queries are handled for more efficiently. There’s also a major saving in print related costs. As your customers and businesses register for an account you can switch off paper billing reducing your overheads dramatically.

007. // CAN YOU WORK WITH ANY BACK OFFICE SYSTEM? We currently integrate with Northgate, iWorld, Capita Academy (Revenues and Benefits Systems). We can integrate with other systems and would be happy to provide a quote for your particular set-up.

008. // CAN YOU HELP US WITH A BUSINESS CASE? Yes, this is something we regularly do for councils before they become a customer. We would be happy to meet with your senior stakeholders and provide them with a detailed breakdown of the cost benefits specific to your council.

009. // CAN YOU HELP DRIVE TAKE-UP OF THE ONLINE CHANNEL? Yes! We want every new customer to hit the ground running and start to make efficiency and financial savings as quickly as possible. As part of the launch we provide marketing support and advice on take-up promotional activity.

Let’s start the journey....... If you are looking to move your services online or add to the ones you already have, Gandlake’s My Account is the most cost effective and function rich solution on the market and is ready to go. With delivery in as little as twelve weeks, you’ll be joining a tremendous support network of other like minded councils already experiencing high levels of channel shift and ensuring the web as the preferred channel of choice.

CONTACT Address

Phone

Online

Gandlake Gandlake House London Road, Newbury Berkshire RG14 1LA

01635 524404

Email:

[email protected]

Website: www.gandlake.com