The Benefits of Self-Service

At PPL, we're constantly seeking innovative ways to empower our clients to work smarter and maximize the value of their websites. One of the most effective strategies we’ve identified is the power of self-service.

But what exactly does that mean?

In essence, it's about giving your website users the tools and resources they need to independently accomplish tasks and find the information they’re looking for—without needing to rely on direct support from you.

How can self-service benefit you?

Better resource management
We know councils have fewer resources than ever before to provide for an ever-increasing population. We understand that self-service tools can help you target attention more effectively, reducing the pressure on your resources and prioritising the areas that need it most.

Greater control for your citizens
Self-service opportunities give citizens more control and independence, allowing them to access information and services at any time. From experience, we know that people want to interact with councils in more convenient ways - self-service can help meet this demand.

Cost-effectiveness
We see the strain on council budgets and have created self-service tools underpinned by a robust business case that can help councils reduce the overall cost of serving customers. With less pressure on your resources comes less pressure on budgets.

Improved customer experience
Customer satisfaction is closely linked with the quality of interactions with services. Empowering your citizens to self-serve using PPL's suite of tools provides 24/7 availability improving both convenience and accessibility. Often, citizens can get instant results and real-time updates, reducing waiting time and increasing efficiency.

What does effective self-service look like?

Up-to-Date Information
Keep your website content current and relevant so users can easily find what they're looking for without needing to reach out for human assistance. Up-to-date information fosters trust and allows visitors to resolve their inquiries independently.

PPL’s Social Care & Digital Platforms are thoughtfully designed for clarity and seamless navigation. Our intuitive page owner and reminder features encourage your staff to take ownership of the site’s content, while automated reminders ensure timely reviews and updates. This way, your website remains accurate and relevant, effortlessly.

Powerful Search Functionality
Ensure your website has a robust and intuitive search feature. This will help guide users quickly and accurately to the information they need, making their experience streamlined and frustration-free.

PPL’s search functionality is packed with powerful enhancements to elevate the user experience.
Features like suggested search, recommended links, synonym recognition, and advanced filters work together to make finding information smooth and effective.

Enable Users to Take Action
Give your users the ability to perform essential tasks themselves, such as reporting issues, submitting forms, or managing their accounts. By empowering them to complete these actions seamlessly, you’re enhancing their experience while reducing the burden on your staff.

PPL’s ‘Report It’ feature is one of many self-service tools designed to inspire your users to take direct action. Build a customized library of forms, each with dedicated workflows and assigned owners, ensuring quick submission alongside efficient handling and accountability.

Interested? Contact us to find out more.