Ipswich Borough Council enhancing online services and channel shift with Firmstep


Ipswich Borough Council has partnered with Firmstep to improve the authority’s customer service by employing a customer experience platform to expand its digital services and encourage channel shift.

The council has replaced its existing CRM system by using Firmstep’s multi-channel platform to encourage self-service, automate processes, drive greater efficiencies and improve access to digital services.

Ipswich Borough Council is now offering housing, tax, waste, environmental health and election services online as a result of the partnership.

Following an initial rollout, the authority is set to fully automate its services and create a single sign-on portal for all council services.

Firmstep has also integrated its online citizen service provision with the council’s back-office functions, including email, to centralise data onto the platform and make it available across the organisation to improve customer service.

It had become clear that we needed to offer the public a better range of services digitally. We wanted a solution that was flexible and could help us meet our short and long-term goals,” commented Paul Farrer, operations manager at Ipswich Borough Council.

Farrer added: “Firmstep’s established platform has enabled us to meet all our project goals and facilitated a very quick deployment.

The expertise and training that they have provided has enabled us to be self-sufficient, ensuring that we can update and optimise the services and tools we supply to staff and the public on a daily basis.”

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