Transforming the way Local Authorities operate
Local Authority focus
Carefully considered functionality
Meritec’s solutions have been developed specifically for local authorities, overseen by a team who previously sat within a large local authority. Our approach when developing any new functionality or software modules is to focus on the process flow and speed of delivery to make it as efficient as possible – eradicating clunky steps, meeting volume demands, eradicating failures, automating wherever possible, enhancing cross function communication and information sharing, and driving unnecessary costs out of the process and organisation as a whole.
Working backwards, looking forwards
In order to do this we always consider where has the process originated from, how has it been received, how does it need to be dealt with and how does it need to be fulfilled. This is always our approach whether considering Garden Recycling, Freedom of Information Requests or Customer Experience Management (CRM).
Our experience in working with local authorities also enables us to understand that we could be working on integrating our new technology with a myriad of alternative legacy systems to ensure that there is no duplication of information and that all dots are joined up seamlessly.
We are accutely aware of the growing importance of brand reputation within the local authority sector and work closely with our clients to ensure that a seamless brand experience is provided, further instilling customer confidence in their local authority.
Keep doing what you are doing! Great team, great approach - approachable, professional and technically capable. Nothing is too much trouble. Looking forward to what we can achieve with the new platform as we progress into phase two.
Digital Transformation Manager,
The Meritec Digital Platform provides a range of reporting and data mining methods for analysing the data within the system for insight and knowledge. The system can integrate with other management information sources based on unique referencing/common key e.g. address and name.
The Council has been able to terminate one or more cost streams by migrating to a more modern and cost-effective solution that enables true digital working and provides the facility to extend the digital experience as far and wide as the Council chooses.
Business Manager - Customer Services
Newark & Sherwood District Council
Meritec have been great to work with and we have found they deliver a professional service with consistent high-quality standards and they embrace the guidance we present them with to maintain our work continuity. The staff are very friendly, knowledgeable and have felt like part of our team rather than a distant relationship. I wouldn’t hesitate to recommend Meritec to any other council looking for temporary or flexible support in Benefits.
Senior Customer Services Officer (People)
Rydale District Council
We have worked with Meritec for a number of years and have found their flexible approach to be both convenient and efficient. Meritec have always managed to provide us with the support we’ve needed and have enabled us to get through times of crisis regarding workloads and resources. Being able to arrange short contracts when necessary has allowed an extra level of flexibility. Their experienced and knowledgeable people have always performed to our desired standards and very often exceed expectations.
Operations Manager: Revenues & Benefits - Collection & Support
Rochdale Borough Council
We found that we had fallen behind with our work, and even though we were clearing the volume coming in, we were making no headway with the outstanding volume. Having worked successfully with Meritec before, coupled with a competitive rate against the usual agency route, I was confident they would be able to provide high quality staff to help us. Not only were our objectives met but some added value advice provided by Meritec has assisted our usual practices moving forwards. Overall, I am extremely satisfied and would always look to Meritec for support rather than take the agency option.
Head of Revenues, Benefits & Customer Services
Unity Partnership, Oldham
Following a redesign of our Benefits, Council Tax and Customer Services teams into a Single Front Office environment, we approached Meritec to provide us with an introduction to Housing Benefit. We found them to be flexible, professional and responsive to our requests, the course was very thorough, the materials provided were excellent and the training was very well received by the delegates. Following on from the success of that course we booked Meritec for a Persons From Abroad Training Course and have booked a further introduction to Housing Benefit and Council Tax support course. I would recommend Meritec Training courses to other Local Authorities.
Head of Human Resources and Organisational Development
Every £1 lost to fraud cannot be spent on front line services – more that can be done to fight fraud locally will help councils to respond in times of reduced funding. Focus on Fraud Awareness provides managers and staff with essential information on fraud risks and makes it clear that we all have a responsibility to help prevent and detect fraud, bribery, and corruption. The Digital Learning training course will be a key part of how the Lincolnshire authorities fight fraud.
Head of Internal Audit & Risk Management
Lincolnshire County Council
Working very closely with Meritec helped us to implement an effective digital workflow to streamline and simplify our Waste Management processes. Introducing ESB has saved us significant time and effort, and we now have a platform to continue to build and improve our services going forward.
Business Manager: Waste, Litter and Recycling,
Newark and Sherwood District Council
Meritec’s FOI module provides a user friendly platform for managing requests for information including those made under GDPPR/Data Protection legislation as well as the Freedom of Information Act and Environmental Information Regulations. The support offered by Meritec during the development and implementation stage allowed us to go live well within our original deadline, and the ongoing support since that time has been excellent.
Information Governance Officer
Newark & Sherwood Council
Our latest insights
Meritec's Customer Experience Management software (CXM360) is a modern CRM for the digital age that allows Councils and Social Housing Associations to vastly improve the customer experience. Allowing data, contacts and requests for service to feed into the platform via multiple digital and non-digital channels whilst integrating with any number of back-office systems to allow advisors instant access to the data they need, when they need it without having to access multiple systems.
In this article Meritec look at the potential impacts that poor or sub-standard customer service can have on a brands reputation and the moral of it's employees.
Most, if not all organisations are realising that customer experience is a key differentiator and that by adopting digital transformation strategies that put the customer at the heart of everything the organisation does, results in higher satisfaction rates for both customers and employees.
Ready to start your digital transformation?
Get in touch to see our software solutions in action and find out why Meritec are the trusted partner for public sector organisations across the UK.