New system launched to help citizens self-serve » Local Government » 24dash.com

To help local authorities reduce the burden of in-bound calls relating to application queries, CAPS Solutions is launching PublicAccess Expert System at this year’s t-Gov EXPO, which opens tomorrow (Wednesday).

The intelligent web-based system uses a flow-chart approach to advise citizens what course of action they should take, based upon their responses to a set of questions.

The system can be used to manage a variety of queries online, across a number of areas including planning, building control and licensing, through either CAPS Solutions online system - PublicAccess - or the council’s own website.

In addition, call-centre staff can use it to aid more efficient management of phone-based enquiries. This will provide citizens with an enhanced service to ensure they get the response they require in a timely manner.

Through integration with CAPS Solutions’ back-office UNI-form software, all information provided is input directly into council systems, reducing duplication of data entry across departments.

In addition, if a citizen is enquiring about planning permission, for example, all property information and constraints held by the council can be taken into account when the system poses and answers questions.

David Morgan,sales director at CAPS Solutions, said: “The decision-tree format is based on guidance from PARSOL and has the flexibility and intelligence to adapt to each council’s needs. As all local authorities strive to equip staff with the necessary tools to perform their jobs more efficiently and provide a better service to citizens, Expert System helps them achieve a smooth, straightforward planning and building control process.”

If an Expert System enquiry demonstrates that an application needs to be made, the forms can be filled in electronically and are sent directly to the correct department to process, ensuring the application is received and dealt with in a timely manner.

With all the Expert System questions and responses held in the council’s back-office UNI-form system, staff can also easily incorporate all necessary information into letters and templates as required.

Each step in the process is fully customisable, meaning councils can add as little or as much information as required and change page layouts to give it the same look and feel as their own website.

Information on completed actions is collated on the right-hand side of the screen throughout the process so the user can see the responses at a glance.

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