On top of the council’s drive to improve the customer experience, several other factors made Inform an attractive organisation to partner with.
First and foremost, the councils were impressed by our experience working within the public sector, particularly with local authorities.
As Stuart explains, ‘it was clear to me that Inform has a comprehensive understanding of the issues that local authorities face. In the past, I’ve spoken to several companies, and they don’t necessarily have a full grasp of the complexities involved in administering a Revenues & Benefits service.’
Rather than having to ask what problems the councils faced, Inform already had the benefit of a nuanced insight into the day to day challenges they encountered. Inform used this experience to develop a software solution that was both tailored to their needs and built upon our years of experience in the public sector – a benefit that Stuart also recognised and appreciated.
‘For the telephony service, Inform is more than happy to tailor their scripts to the individual needs of the local authority. However, they were also able to supply us with an initial draft that had been built upon their previous work with local authorities. We reaped the benefits of years of tweaking and fine-tuning.’
Another critical factor in the decision to partner with Inform was our ability to provide West Dorset and the partner councils with historical evidence of the savings made by councils when they deployed our services.
As Stuart puts it,
‘before we signed up, Inform was able to provide us with data from other local authorities, specifically in relation to Revenue & Benefits, so I could do a comprehensive cost-benefit analysis to identify whether or not we would be better off.’
He goes on to add, ‘we were able to calculate and subsequently demonstrate that Inform’s solution was more cost-effective.’