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    Digital services work programme

    Websites

    These are the websites which we have developed;

    Applying

    Users can apply online themselves by using our online applications:

    Launched projects

     

      Paying

      Reporting

      'Report it' is a product we use for processes where a user can report a location of something (for example fly tipping, antisocial behaviour, dog fouling or littering) on a map. Live examples of where services have used this product is:

      Booking

      Customer Contact

      As part of the Digitising Customer Experience (DCE) project, iniated in January 2020, we introduced a case management system called Customer Contact. Customer Contact is an online interface which manages all contact from customers. Customers can chose to self serve online or be assisted by a Customer Services Advisor on the telephone or in person. All cases will be logged and managed on the Customer Contact site. 

      • To deliver the Digitising Customer Experience (DCE) project we embeded agile project management.
      • Each process underwent a full end to end service redesign.
      • Where appropriate, services use mobile devices to help deliver digital services rather than 'print and pass'.
      • All processes have been aligned for online self service and assisted service.

      The following processes launched in date order all use Customer Contact to manage cases.

       

      July 2023

      • Interaction log dashboard (CC use only) 
      • Global fees and charges end point
      • Report a complaints or contact us enquiry on a map
      • Interaction dashboard
      • Digital take up dashboard

      May 2023

      • Mayrise integration
        • Street lighting
        • Highway processes

      March 2023

      • Swap a bin process
      • My Gateshead account dashboard

      December 2022

      • Sign in to My Gateshead account using Facebook authentication
      • Sign in to My Gateshead account using Google authentication
      • Form for CSU to report website content issues (customer contact use only)

      September 2022

      • All Customer Contact payments moved to paye.net (in conjunction with PCI compliance).
      • Customer Contact - face to face interaction form (for the opening of North West Pavillion reception)

      January 2022 

      • Map based search proof of concept
        • investigation to see if we can seach for case details from location based reporting search. 
      • Pins on maps proof of concept (street lighting) 
        • investigation to see if we can add a detail screen to show when you click on a pin on a report it map.
      • Elections escalation task (use for Customer Contact only)


      The decomission of Lagan CRM system by IT Services took place on 8 December 2021.

      Phase 1 (5 May 2021)

       

      Phase 2  (26 May 2021)

       

      Phase 3 (14 July 2021)

       

      Phase 4 (4 August 2021)

       

      Phase 5a (15 September 2021)

       

      Phase 5b (22 September 2021)

       

      Phase 6a (5 November 2021)

       

      Phase 6b (24 November 2021)

       

      Phase 7 (8 December 2021)

       

       

         

        Discovery

        • Northgate Housing API - proof of concept (in progress)
        • Progressive Web Application (PWA) proof of concept
          • Foundation work
          • Launch of Gateshead has your back app (13 Dec 2023) 
        • Housing Services - Northgate API proof of concept for my account log in (May 2023)
        • Mayrise integration
          • Proof of concept - street lighting (March 2023)
        • Pins on maps proof of concept (street lighting) 
          • investigation to see if we can add a detail screen to show when you click on a pin on a report it map.
        • Map based search proof of concept
          • investigation to see if we can search for case details from location based reporting search. 
          • Launched December 2022 on Customer Contact. 
        • Digital Gateshead Microsite as part of the Local Digital Fund
        • Adult social care (Sep - Dec 2018)  

        Email and marketing campaigns

        Examples of email and marketing campaigns

        Compliance

        As a digital team we ensure we are compliant with many

        • Accessibility
        • Cookie control options on all websites 
        • Data retention management
        • Decommission of previous content management system Contensis (July 2019)
        • GDPR compliance (May 2019)
        • Google Analytics
        • Payment Card Industry (PCI) data integration to ensure all payments are PCI compliant.  
        • Privacy notices

        COVID-19 pandemic

        • Community Hubs online support and case management system

          • Request for help form 

          • Apply to help 

        • Business directory  

          • Local suppliers delivering food  

          • Voluntary organisations providing support  

        • PPE urgent request form  

        • Business grants application process (covering 5 separate grants for local and national restrictions throughout the pandemic)  

        • Discretionary business grants payment  

        • Self-Isolation payments (SIP)  

        • Discretionary self-isolation payments (DSIP)  

        • Supporting the closing/ reopening of services online  

        • Gateshead COVID-19 Local Outbreak Control Plan  

        • Supporting analysis for local contact tracing  

        • Schools COVID-19 reporting facility 

        • Schools COVID-19 support request  

        • Libraries ring and read online process

        • Pavement licensing application process

        • Christmas support grant for pubs application process  

        • Taxi driver restrictions grant application process