Caerphilly adopts the GOSS Digital Platform

Caerphilly County Borough Council is the fourth-largest local council in Wales and the largest employer in the area, with around 10,700 employees. Serving approximately 180,000 residents, businesses, and visitors, this unitary council delivers a comprehensive range of local government services, from employment and training opportunities to waste management and more.

Poised to make a significant leap in its transformation journey and improvements to their customers' online experience, Caerphilly is the latest UK local authority to adopt the GOSS Digital Platform. Over the past few years, the council has successfully implemented various systems for content management, forms, customer relationship management, and case management, however, with the move to GOSS, they will now consolidate these functions into a single, unified system. This transition will be pivotal in streamlining their operations, reducing the number of systems required, and help the council meet its budgetary goals, supporting its medium-term financial plan. Most importantly, it will significantly enhance the customer experience by delivering more efficient, user-centric digital services that meet the needs of Caerphilly's citizens, ensuring a seamless and responsive experience across all interactions.

Caerphilly County Borough Council is set to transform its customer experience by adopting the GOSS Digital Platform, addressing six key areas of functionality identified during the procurement process:

• Website Content Management - A new corporate website will replace the current website managed by a third-party system, becoming the central touchpoint for all customer interactions. This will offer a more intuitive and accessible online experience for citizens, whilst reducing the number of additional systems required enabling Caerphilly to reduce costs and meet their financial objectives.
• Electronic Forms - A new suite of online forms will replace existing third-party and in-house solutions, simplifying processes for users and streamlining data collection.
• Case Management - The GOSS Platform will enable seamless management of customer service requests, managing requests through their entire lifecycles and ensuring timely responses back to the customer. This streamlined approach will also reduce operational costs, helping the authority to balance its budget while enhancing service delivery.
• System Integration - By facilitating real-time, two-way data exchange between the GOSS solution and other systems, Caerphilly will create a more connected and efficient service infrastructure resulting in significant time and cost savings.
• Customer Relationship - The GOSS Platform will replace the current in-house system with a more robust interface, empowering customer service advisors to handle service requests and queries more efficiently and provide customers with faster updates.
• Mobile Worker - Field workers will now have the ability to receive and respond to service requests directly from their mobile devices, improving response times and service delivery.

With the GOSS Digital Platform, Caerphilly will consolidate multiple systems into a single, flexible solution while also enhancing the overall customer journey. This unified approach will streamline operations, reducing costs and supporting the council's medium-term financial plan. By creating a more seamless, responsive, and user-friendly experience, the platform will improve service efficiency and customer satisfaction. Additionally, its dual-language capabilities ensure compliance with Welsh Language Standards, making services more accessible to all citizens. This partnership represents a crucial step in Caerphilly's digital transformation, not only improving customer interactions but also contributing to a balanced budget and more efficient service delivery across the board