Transforming council and citizen engagement

FourNet provides a full range of communications, collaboration and contact centre solutions for local government bodies; enabling them to work more efficiently and meet the ever-increasing requirements of their citizens whilst delivering year on year cost savings.

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Our Expertise

FourNet communication and contact centre solutions support local government to deliver the best possible service to citizens and help them achieve their digital transformation goals. Our contact centre solutions seamlessly integrate digital channels and self-service to streamline citizen access to council services. Our integration expertise provides contact centre agents with a single view of all council services and citizen interactions.

We provide the professional services, engineering and project management skills to local governments digitally transform their engagement with citizens. Our managed support services provide 24/7 support for proactive prevention and rapid resolution of any issues.

Helping Local Government achieve their digital transformation goals

Meet changing citizen expectations

Respond to growing citizen demand for simplified and multi-channel access both within and across the public sector

Increased operational efficiency

Better MI and improved benchmarking, comparable between organisations, can help drive up performance

Cost savings & value for money

Typical savings of 20%+ over 3 years and up to 10% over five years compared to traditional on-premise, capex solutions

Shared Services

A shared technology platform removes a key barrier to the development of collaborative and regional services

Increase operational resilience

Cloud solutions deliver disaster recovery and business continuity benefits; shared services mean services can be failed-over to partners

All the benefits of cloud

A scalable and agile platform to test and trial new functionality and quickly roll out new capabilities

Our Partners

Benefits of working with FourNet

Digital channel shift

Our omnichannel contact centre solutions handle and integrate all communications channels enabling customers to communicate via the channel of their choice; your agents have a joined-up view of the entire customer history.

Value for money

FourNet cloud solutions typically provide technology & IT cost savings in the region of 20%; in addition by providing employees with the right tools and information at the right time, we also deliver dramatic process efficiency gains.

Adoption Journey

We work consultatively and collaboratively with our local government customers to create a roadmap, or an adoption plan, for new channels or services such as AI, ChatBots, social media so you only pay for what you need.

Management Information

FourNet cloud platforms deliver excellent customer reporting as standard, we can deliver granular real-time and historical reporting on all customer interactions that integrates into core BI tools.

Automation & self-service

We can free agent time to focus on complex interactions by automating simple non-value add interactions using AI, ChatBots and RPA. Agents can then focus on helping those with more emotional or complex needs

Agile & Flexible Working

FourNet's Unified Communications, Collaboration and Agile Remote Working capabilities combine with the latest contact centre functionality to enable employees much greater flexibility in how and where they work.

Future proofing

A FourNet cloud solution provides a foundation or core platform that can easily be added to or further developed to offer new channels or new services as and when you are ready to adopt them.

Fully Integrated

Whether you have a single integrated platform or multiple business applications serving your citizen requirements, FourNet provides a single view for contact centre agents of all citizen interactions and all back office systems.

Collaboration

Enable front line citizen facing employees and back office to collaborate seamlessly with the latest unified communications technology. Collaborate inter and intra agency to deliver the best outcome for the citizen.

Use Cases

SMS chat

Enable customers to get in touch via SMS chat for when voice calls aren't suitable or feasible. FourNet contact centre solutions allow customers to get in touch via any communications channels. Contact centre employees can see an individual's entire contact history however they get in touch and can respond via their preferred medium.

Video conversation

FourNet's omnichannel contact centre solutions enable video conversations between contact centre employees and citizens. Sharing video footage can describe a situation far better than just words e.g. housing & repairs, environmental issues or anti-social behaviour.

Picture upload

Our contact centre solutions enable picture uploads directly from smart phone or tablet cameras direct to the agent. Simply by clicking on a text message sent from the contact centre employee, customers can upload relevant images that can be shared with the relevant department e.g. potholes, fly-tipping etc.

Mass notifications

With FourNet's mass notification solution, you can transmit information and instructions in real-time to your customers or employees. Whether it is mass notification of changes of bin collection dates or road closures councils can keep citizens informed and head off unnecessary in-bound contacts.

Appointment reminders

Reduce your appointment no-shows by sending automated reminders via SMS, email or voice. Improve customer care and reduce wait times. Through intelligent and proactive notifications, FourNet's appointment reminder solutions helps your customers stay informed so they miss fewer appointments and arrive prepared and on-time, avoiding unnecessary frustration.

Chatbots

Use voice or text AI-powered chatbots to automate or provided assisted service to citizens and streamline problem resolution. From payment queries to leisure enquiries; from checking bin collections to reporting potholes: chatbots can automate the resolution of simple queries or triage issues and escalate to the appropriate agent.

Trusted by many

"We are using technology to enable change across all services delivered by the organisation, such as new telephony and a digital portal to help drive improvement for our customers and staff. This change involves encouraging citizens to use automated telephony, self-service and self-help so that the council can deliver efficient services and thereby drive savings."

Jayne Robinson
Interim Services Director, Luton Borough Council

"The configuration of our customer service centre is quite complex when FourNet said they would have it built within two weeks I didn't hold out much hope. I am pleased to say they proved me wrong and on go-live day all agents were up and running on the platform within 10 minutes and working independently within 40 minutes."

Emily Goodhead
Project Manager, Shropshire Council

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Procurement Frameworks