Test Valley Council replaced its existing CRM system with an online Citizen Access tool for council tax, allowing residents to view account details, submit changes of address, apply for or cancel a single person discount, set up a direct debit or sign up for e-billing. This case study forms part of our digital experts resource.
By establishing a self-service facility, the council has offered better access to residents and reduced avoidable contact, duplicate data handling and delays in setting up accounts.
Read the full case study
Read an update from December 2016
Nicola talks about the council's project to offer customers a self service portal to manage their council tax affairs using the portal.
Lynsey & Amanda talk about the roll out of the new self-service system for council tax, and how it has changed the service experience for both customer and staff.
Carl talks about his role on the project, and the progress made in implementing the new self-service portal for council tax.