Customer Success - Essex County Council

Essex County Council improves reporting and complaints management with an Aptean Respond upgrade.

Essex County Council improves reporting and complaints management with an Aptean Respond upgrade.

Essex County Council is an upper tier local authority based in Chelmsford and is the main public sector body in Essex.

Essex County Council

Quick Facts

  • The council looks after highways, social care, infrastructure and education, amongst other responsibilities.
  • Essex County Council employs around 7,000 staff; nearly 200 of which use Respond.

HEADQUARTERS 

Chelmsford, UK

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CHALLENGE

There was a need at Essex CC to have greater clarity when reporting on the data within Respond, as well as bringing the Quality Assurance process up to date and tracking more types of complaints and enquiries. 

SOLUTION

Essex CC were using an older version of Respond (version 3) and so upgraded to the latest version to take advantage of enhancements. 

RESULT

Essex CC now have much more visibility and clarity into their reporting which makes any trends or issues easier to spot. They also have a fully integrated QA process so aren’t relying on emails and manual edits, and they also have an end to end workflow to track all cases in one place.