Waltham Forest Council

Neighbourhoods Chat Bots

7th March 2018

Confidential information for the sole benefit and use of PwC’s client.

How can we help Waltham Forest to create visibility, responsibility and pride in the overall wellbeing of their

neighbourhoods?

THE CHALLENGE

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Outcomes for neighbourhoods

in Waltham Forest

Respond to the ever changing needs and

dynamics of residents and continue to engage

and collaborate with residents to enhance the

welfare of their neighbourhoods

Take advantage of data to generate meaningful insights and decision

making across Councillors and neighbourhood

Managers

Empower Neighbourhood Officers and Managers to have

greater accountability for the welfare of their

Wards

Foster a new way of working across

Neighbourhoods that could spark a

transformational change across the Council

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Social media chat bots (on Facebook

Messenger and Twitter) for digitally

connected residents to easily and

quickly report an issue

A microsite (neighbourhoods visibility

portal) providing a near-real-time,

interactive & dynamic view of

neighbourhood activity and

enforcement across the Borough and

their wards

SOCIAL MEDIA CHAT BOTS MY NEIGHBOURHOOD VIEW IMPROVED WEB FORMS

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Enhanced web forms to make

reporting via the website quicker,

simpler and more user friendly

As an enabler, we are extending the usage of mobile devices by contractor cleaning

crews to provide near-real-time updates of activities as they happen

NEW DIGITALLY-ENABLED WORKING

Starting with 5 neighbourhood services (fly tipping, street cleaning, fly posting, dirty

front gardens and dog fouling), we are building…

SOCIAL MEDIA CHAT BOTS

● Real-time reports in the neighbourhood available on an interactive map, can be filtered by ward, service type, age of the report and status

● Stats and insights for Members, Neighbourhood Officers, Council staff and contractors to track & measure performance● Fully-responsive web-based product available as part of the Waltham Forest website

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SOCIAL MEDIA CHAT BOTS (contd.)

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MY NEIGHBOURHOOD

● Real-time reports in the neighbourhood available on an interactive map, can be filtered by ward, service type, age of the report and status

● Stats and insights for Members, Neighbourhood Officers, Council staff and contractors to track & measure performance

● Fully-responsive web-based product available as part of the Waltham Forest website7

Residents report services via social media using Facebook Messenger Bot and Twitter Bot to engage the

user in a conversation flow to attain the required fields

Case is automatically created in Firmstep

using the information provided

Case is sent for resolution by Neighbourhood Officer or contractor

Residents are provided with real time status updates for cases based on new

information provided by Neighbourhood Officers or Contractors

over social channel or email

My Neighbourhood updated with latest case information and outcome for residents and

Councillors to access

For the Flytipping service, contractor crews are able to update the status of the case and resolve using the Firmstep Mobile Solution

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MY NEIGHBOURHOOD – Talks to Firmstep

Thank you.

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