What is the customer services platform?
The customer services platform provides customers, staff and partners with an online portal where they can raise, manage and view requests for services.
Why we need the customer services platform
Our customers need a simple, consistent and reliable service when interacting with the States of Jersey.
Customers have different ways to access our services. They include:
- visiting our websites
- face to face visits
- phone calls
- email
- webchat
We therefore have to make sure that the customer service we provide comes from the same source, no matter which department they speak to or the contact method they use.
It provides us with a better way of working and allows customers to access our services online, at a time of their choice.
Benefits of the customer services platform
The customer services platform allows:
- customers to view services, raise requests and monitor their status
- staff to support customers who have raised requests
- staff to raise requests for customers who don't have an online account
- department staff to review, approve or action customer requests
- easier access to information
- a consistent, reliable service
Challenges we’ve faced
We needed the Digital ID system to be in place before we could go live.
What’s next?
We'll continue to expand the range of services available through the platform.
Read our blog posts about the customer service platform
Business owner
Modernisation and Digital
Email Jonathan Williams
Sponsor
Marcus Ferbrache - Head of Digital Delivery
Project manager
Lisa Devlin
gov.je