In October 2011, as part of a nation-wide Customer First Channel Shift initiative, North Ayrshire Council launched the nation’s first integrated “Report It” Smartphone app, enabling citizens to report problems to the council while on the go. The introduction of mobile services to citizens is part of a strategy of transitioning to more cost-effective channels that promise better, more efficient customer service. By launching the “Report It” app, the council were able to evaluate the case for “mobilizing” other council services. “The launch itself was also very much a way for us to dip our toe in the water to see if we could build a strong business case for moving forward with additional mobile services.” – Esther Gunn Stewart, Customer Services Manager, North Ayrshire Council. The ‘Report It’ app is already the second channel of choice for reporting street-related problems, exceeding the council website as a channel and representing 18% of reports filed. From this initial success, the council is now moving forward with other mobile projects.Please submit your details below to view the full case study:
Non Wired-GOV Registrants:Please fill in all the required fields below.
Wired-GOV Registrants:Simply LOGIN HERE to automatically fill the fields with your information. Alternatively you can fill in the required fields manually.