MyDudley platform to launch later in the year

The MyDudley online platform will allow residents to report and request a host of services from Dudley Council, while still being able to access support via face-to-face consultations at Dudley Council Plus or over the phone.

Dudley Council has appointed Granicus to co-design and deliver the new platform. The company is renowned for helping public sector organisations succeed by using cloud-based software solutions to better connect, engage and serve citizens.

The council held two workshops to find out how people like to communicate with the council and picked up on the desire for easy, streamlined and joined up online reporting as well as the desire to retain help in person or over the phone when needed.

The groups came up with the new name and the council will continue to hold engagement workshops as the project evolves to allow for resident input.

The new digital platform will be a cornerstone of the MyDudley approach. Residents will be able to use the platform to self-serve, meaning that those who are digitally able will spend less time waiting to speak to a customer service officer.

Whether a resident needs to book a bulky item collection or pay a bill, they will independently be able to in just a couple of clicks. This will save customers time and allow them to make a report or request at any time of the day or night, not just during office hours.

Kevin O’Keefe, chief executive of Dudley Council, said:

This is a really significant step forward for the council, streamlining the way we work and making it even easier for our residents to report and request services from us. We already know that many of our residents like the convenience of being able to pay bills, request a green bin collection or book a tip appointment online.

The new MyDudley platform co-delivered with Granicus will allow us to extend this ease of access to so many other council services, while still ensuring that our customer service advisers are able to assist residents in person or over the phone where they are needed.

Ian Roberts, Managing Director of Granicus UK, said:

We are thrilled to be working with Dudley Council to reimagine and transform the end-to-end experience of residents in engaging with the Council for services while also giving residents the choice in how they would like to communicate.

The MyDudley platform will improve customer service by providing residents with a seamless, secure and accessible experience across all contact points at whatever time best suits them.

The new five-year contract, which can be extended up to seven years, began at the start of April, with the initial launch of MyDudley expected to take place later this year in the autumn.