Autumn 2024 client successes

From the launch of new websites to improved service processes, this recent client go-lives blog post highlights how GOSS clients are delivering digital transformation success. Discover how partnerships like Growing Mid Wales and initiatives such as Foster with West London are harnessing the GOSS Digital Platform to streamline operations and better serve their communities.

South Oxfordshire and Vale of White Horse general enquiries management

South Oxfordshire District Council (DC) and Vale of White Horse DC have operated as a shared services partnership since 2008, jointly serving over 200,000 residents. In 2022, they partnered with GOSS to drive a comprehensive digital transformation programme, aiming to enhance citizen services with the GOSS CRM platform. Together, the councils operate a shared customer services team focused on reducing phone-based enquiries and enabling citizens to submit their requests via user-friendly online forms on both councils' websites. By doing so, they aim to save time spent on phone support, prioritise high-importance contacts, and offer a simple, accessible contact method for online users.

Through GOSS Self-Service and Case Management, the councils have developed a streamlined digital interface and back-office process for handling general enquiries. Accessible through their websites, the service guides citizens through common enquiries and collects relevant information, enabling customer service agents to manage and resolve cases more effectively. Dynamic case assignment ensures that enquiries are directed to the correct teams, reducing the load on customer services for triage and management.

Since the system's launch, over 1,500 enquiries have been processed, providing the councils with valuable data to better understand citizen needs. As data analysis continues, the team aims to automate responses, link citizens to helpful resources, and reduce contact costs. Additionally, the councils are working with GOSS to implement a digital complaints handling process and launch a new garden waste subscription scheme.

Foster with West London website

Foster with West London is a partnership among eight West London local authorities, Brent, Ealing, Hillingdon, Harrow, Hounslow, Westminster, Kensington and Chelsea, and Hammersmith and Fulham, focused on meeting the need for foster carers by streamlining recruitment and support. This unified approach aims to enhance foster care recruitment and retention while improving placement quality for children and young people. With more children entering the UK care system but fewer foster carers available, especially in urban areas like West London, Foster with West London was created to centralise recruitment efforts. By collaborating, these authorities seek to address both immediate and long-term fostering needs.

Spearheaded by the teams at Hammersmith and Fulham and Hillingdon, the initiative uses the GOSS Digital Platform as a central hub for fostering information, events, and enquiries. Through the Foster with West London website, potential carers can explore fostering, submit enquiries, and receive support as they move through each stage of the process. Each enquiry is tracked in real-time, allowing for ongoing follow-up and detailed reporting, ensuring effective engagement and a smooth recruitment journey.

Since launching in the summer of 2024, the Hub has received over 1,500 enquiries through its website and social media efforts. The GOSS team continues to enhance the platform, supporting the Hub in managing this growing interest and guiding more people into fostering roles to meet West London's care needs.

PSPS waste management integration

Public Sector Partnership Services Ltd (PSPS) is a Local Authority Trading Company owned by South Holland District Council, East Lindsey District Council, and Boston Borough Council. Formed in 2010, PSPS delivers essential services to these councils, aiming to improve service quality and efficiency through shared resources.

As part of East Lindsey District Council's digital transformation goals, PSPS was tasked to create an intuitive online solution to simplify the green waste collection service. Leveraging the GOSS Digital Platform, PSPS seamlessly integrated the solution with their Bartec waste management system, streamlining the end-to-end bin request process.

The new integration allows residents to easily subscribe, renew, or request additional bins online. The process starts with a GOSS Form that collects customer information for green waste requests, automatically generating a case in the system for efficient tracking by council staff. Linked with the Bartec system, it verifies each customer's subscription status in real-time, ensuring service records are accurate. If a subscription or renewal is required, residents are seamlessly redirected to Capita's secure payment portal to complete the process. This comprehensive solution not only improves customer convenience but also supports East Lindsey's goal of streamlining services and saving time and resources for both residents and council staff.

Growing Mid-Wales website 

Growing Mid Wales is a regional partnership that brings together the private sector, public sector, and Welsh Government to drive economic development tailored to the needs of Mid Wales. The partnership supports initiatives that strengthen local businesses, infrastructure, and community well-being, providing a unified voice for regional growth.

In May 2020, as Growing Mid Wales expanded, the need for a new website emerged to effectively communicate its vision, objectives, and services to businesses, residents, and stakeholders. Following a competitive selection process, Powys County Council, the primary authority overseeing the Growing Mid Wales website, awarded GOSS the contract to develop an informative and visually appealing site that could be managed independently by the Powys team.

The result is a user-friendly site powered by the GOSS Dynamic CMS theme, effectively representing the partnership's goals, engaging local audiences, and highlighting opportunities for regional involvement. It provides comprehensive information about the Growing Mid Wales partnership, its mission, and features news and events relevant to the region.