The city improved their customer service processes by digitizing 100+ services.
As part of its service transformation, CTTG was challenged to find an online forms platform that was both easy to use for city staff and residents, whilst accommodating the complex functional needs of the city, including integration with its legacy business systems.
Built with government, for government, OpenForms offered CTTG a powerful forms platform perfectly suited for the business of local government. From permits and payments, through reports and requests, OpenForms provided all the functions CTTG needed out of the box, and it could be integrated with Council’s customer request management system, document & records system, and names and addresses register.
Within one year of subscribing to OpenForms, the City digitised over 170, which resulted in over 12,000 digital submissions processed online.
We would see up to 70 customers waiting in line in our service area. Now, with OpenForms, we’ve had up to 90% shift online for some of our key services, and we have seen a significant reduction in face-to-face transactions. The City also measured a 31% reduction in call volumes, with 36,000 less calls annually.”
Customer and Communications Manager
Most notably, OpenForms saved CTTG’s customer service team over 60 hours per month in over-the-counter payments thanks to residents being able to easily transact online. Even the most complex of pricing and payment scenarios were digitised with OpenForms.
Before OpenForms, we just wanted to digitize our PDF’s. But when we started using OpenForms, we realised its not just about putting PDF’s online, but about improving the entire process experience.”
Digital Services Officer
OpenForms API’s were invaluable in helping CTTG achieve efficiencies says Chris “Direct integration into Content Manager (records management) is saving a lot of processing time. Customers used to send Freedom of Info requests by post, which we would need to open, catalogue, scan into CM, assess, invoice the resident, wait for payment, assign to the right person to start the application process. Now, the resident submits and pays online, it’s put into records management right away, customer service get a copy via email and can delegate to the right person. No handling, so much time saved”.
Imagine the customers’ delight when getting a response as quickly as half an hour after they’ve submitted a form.”