Shepway District Council

The Requirement

The council's one stop shop deals with enquiries from the general public on a range of subjects. In order to provide consistency of service and improve efficiency, Amatica designed a web based FAQ system that could be used by one stop shop staff.

The Solution

Users can search and view the most frequently asked questions as well as perform free text searches. In order to maintain security and protect the integrity of the data, access permissions have been built into the database. This ensures that only authorised administrators can add, delete and edit data. The system can also output management reports and statistics, so that managers can determine if there are any areas requiring additional data.

The Outcome

Within six weeks of implementation, the FAQ system, based on Amatica's etcetera knowledge management system, enabled over 90% of enquiries to be dealt with by front-office staff.