Serco / Southwark Council

The Requirement

As the largest social landlord in London, with high numbers of tenants and people seeking council housing, there is great pressure on front-desk staff in housing offices and one stop shops. The council required a solution that could ease this burden and enable self-service access to housing information and advice.

The Solution

Amatica was contracted by ITNet, Southwark's IT services supplier, to develop a system that would enable current and prospective tenants to apply for housing via a network of public access kiosks.

The system designed by Amatica is integrated with Southwark's back office housing management system, enabling residents to report faults or make payments. It also draws content from the housing section of the council's website, and there are additional internet links to specific areas of the council's web site.

The kiosks also incorporate a touchtone telephone that is linked directly to Southwark's call centre, enabling customers to speak to an operative should they need additional advice or assistance.

The Outcome

The kiosks offer quick and easy enquiry resolution for customers - a 'one-stop-shop' for housing information. In turn, they have helped to reduce unnecessary administration and queues and give faster, more accurate handling and less duplication. Specialist staff are freed from routine enquiries and transaction time is reduced. Importantly, the kiosks also extend online council services to a wider audience.