A recent survey at the Institute of Revenues Rating and Valuation conference has shown the importance of online and self-service technologies to local authorities. The survey, carried out by Capita Software Services, found that 97 per cent of the council representatives took the provision of online services seriously, and 81 per cent now offered a round-the-clock payment service to their customers. Greater service automation, more interactivity and improved online forms were the areas most commonly suggested for improvement.
The survey also found that only 57 per cent of those surveyed said that their councils complied with the payment card industry security standard (PCI DSS), with 20 per cent unaware of the standard.
Ian Gates, director, Capita Software Services, said, “The survey results clearly demonstrate how local authorities have progressed in providing greater customer choice via the internet and automated telephone services. By responding to customer demand with technology, councils have made a positive step towards improving customer service.”