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South Oxfordshire and Vale of White Horse District Councils choose GOSS

Learn how South Oxfordshire and Vale of White Horse Councils are set to improve their customer services and insight

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Serving a total of 281,000 citizens, South Oxfordshire District Council and Vale of White Horse District Council are the latest organisations to select GOSS as their digital and online services partner. Working together to improve customer satisfaction, both authorities will work collaboratively to deliver services a range of online services across both authority districts using their new and shared GOSS system.

After a straightforward procurement through the G-Cloud 12 framework, South Oxfordshire and Vale of White Horse chose the GOSS Self-Service option within the GOSS Digital Platform. By using GOSS Self-Service both authorities are looking to produce a corporate CRM solution (customer relationship management) that will enable them to improve their customer service capabilities and their overall customer experience. Additionally, with GOSS Self-Service, creating a flexible and contemporary CRM solution will now be much easier for the two Councils, and will enable them to rapidly deliver public sector-ready digital services. Online customer transactions will also be delivered via customer self-service or via customer service agent assisted-service, helping to generate business efficiencies, improve customer journeys, and reduce organisation operational costs.

Currently, South Oxfordshire and Vale of White Horse are limited on what information they can view when it comes to their customers' contact history across their services. As a result, this has had a knock-on effect on how the authorities use customer insights to inform business planning and resourcing. By developing a CRM solution using GOSS Self-Service, this will enable the secure and GDPR-compliant storage of customers' contact details. Plus, through the consolidation of all customer services into one customer service centre, and by integrating GOSS Self-Service with existing waste, GIS, and payment systems, South Oxfordshire and Vale of White Horse's future CRM solution will provide an end-to-end picture of a customer's contact history and help improve customers satisfaction.

Looking to the future, South Oxfordshire and Vale of White Horse are also planning future updates that will enable their customers to book and pay for the hiring of council venues using GOSS Room Bookings. Plus, the councils will be launching a new garden waste subscription service, and bulky waste and assisted collections with dedicated consultancy and support from GOSS.