Westminster accelerates digital transformation programme with intuitive notifications technology
- Published: 01 August 2017
Westminster City Council is to implement a smart, automated notifications solution that keeps customers and contributors continually informed about the status of submitted planning applications.
Advancing the Council’s digital transformation agenda, Idox’s data-driven notifications facilitate the automatic dispatch of regular, informative emails to applicants, consultees and contributors at key points in the planning process.
Triggering notifications at the right time, the Council can ensure all interested parties are kept up-to-date immediately and at no extra cost, while promoting effective working by removing the need for council staff to manually dispatch letters.
Westminster City Council said: “The main driver for Customer Notifications is to keep customers up to date with the progress of their applications. As a result of this, it is hoped that the amount of phone calls to officers and the back office will reduce. To sit alongside our paperless environment, the customer notifications will replace letters to neighbours who have made representations advising them of committee dates and the outcome of the applications.”
Delivered via Idox’s ever-expanding Digital Platform, the solution integrates with Idox’s online application service, back-office system Uniform, and citizen-facing technology Public Access – all used by the Council – to bolster its digital capabilities and provide seamless, end-to-end customer journeys.
A total of nine notifications can be issued between application submission and approval, with the first trigger based on a customisable date set by the Council.
To ensure consistent citizen contact, the notifications are branded accordingly, with all interested parties – including applicants, agents, neighbours, contributors and consultees – able to follow links in the email and view application information at any time via the Idox Public Access system.