After a highly competitive open tender process, channel shift specialist Gandlake has been selected to supply its ‘My Account’ digital service delivery platform for the next three years to Cheshire East Council.
Initially providing online access for Residents, Landlords, and Businesses, it will effectively move contact away from the phone and face to face for services including Council Tax, Benefits and Business Rates as well as all tenant related correspondence for Landlords. The platform will be underpinned by Gandlake’s Federated Access solution which enables account users to securely access multiple services with one ID and password.
As well as providing a range of online benefits for Cheshire East’s customers, the platform will be available to the Contact Centre staff allowing them to view each customer account on one screen without having to log-in to various back office systems. This means when a customer contacts the call centre directly they get a greatly enhanced service as queries will be handled much faster and at first point of call. It also means staff training is kept to a minimum and the services can be accessed from any location which is great news for home workers.
“The Gandlake platform delivers a great solution, from securely authenticating the customer to enabling access to services online. The authentication capability means we have the flexibility to control the security levels for the services we deliver to our customers.” Paul Manning – Revenues Manager.
John Gandley, Gandlake’s Managing Director says, “I am really pleased Cheshire East has chosen to work with Gandlake. We are excited at the prospect of helping them move significant numbers to the online channel and positioning the web as the first and only port of call for many of their customers.”