Q1

A brief description of the digital transformation technology in terms of what it is and why you are proposing this specific technology for digital transformation. All the key components/features/applications of the technology need to be linked with the case study. (500 words)

Will upvote!! Need urgently

I have chosen artificial intelligence as the method of technology transformation for this case study - so must talk about AI to solve these issues.

The Council is looking to broaden its digital presence by providing online tools to make it easier for customers to comply with regulations, ultimately speeding up approval times, according to Warwick Purdy, head of IT. With development applications for property modifications a common source of frustration for residents, the issue is one many local councils are looking to address. The Council plans to provide an online tool that helps its residents comply by giving them real time evaluations as they interactively design the layout of their property. Residents will have the opportunity to know up front if they have set their boundaries within council guidelines, as well as discovering the estimated time for approval. The goal is to improve the customer interaction with the system, ensuring compliance, reducing the rejection rate and improving the time needed for council officers to evaluate submissions. The Council is also working to reduce the number of forms on its website and streamline customer transactions. A 12-month study revealed that the most downloaded form had a very low submission rate indicating that the current system was not meeting the customer's needs. Another challenge facing customers is locating the correct form and to address this, The Council is introducing an online application form portal, keeping forms on permanent static links and using auto-fill in some parts of the form to ensure customers can conveniently complete their transaction. The new system also discerns the attachments required and links to an appropriate payment gateway. As residents are increasingly using mobile technology for their transactions, The Council has recently launched a new 'responsive' website that adjusts automatically to the preferred device of the customer as well as a Cityllatch site that allows mobile customer service and payment capabilities. Employing a citizen-centric approach, the website allows Council's residents to easily search for news, events, venues, parks and even check the availability of sportsgrounds nearby. These positive customer experiences assist Council to communicate via residents preferred mediums. By building a responsive adaptive website, customers no longer need to install and maintain a separate Council app. The Council has been providing customer service through its document management to property management systems since the start of 2015. Now transactions have the status of a customer request (lodged, in progress, or completed) with the appropriate officer notified of a request much faster. This has created further transparency as customers can obtain updates of the status of their request through email or SMS, allowing them to provide feedback through a survey at the end of the engagement. Benefits have included reducing the average time taken to complete a request and streamlining each transaction. The total number of walk-ins to the customer contact centre has decreased over time; however phone calls have increased indicating there may still be scope for improvement especially in the accessibility and ease of online transactions before digital options can fully replace traditional channels. The Council is looking to broaden its digital presence by providing online tools to make it easier for customers to comply with regulations, ultimately speeding up approval times, according to Warwick Purdy, head of IT. With development applications for property modifications a common source of frustration for residents, the issue is one many local councils are looking to address. The Council plans to provide an online tool that helps its residents comply by giving them real time evaluations as they interactively design the layout of their property. Residents will have the opportunity to know up front if they have set their boundaries within council guidelines, as well as discovering the estimated time for approval. The goal is to improve the customer interaction with the system, ensuring compliance, reducing the rejection rate and improving the time needed for council officers to evaluate submissions. The Council is also working to reduce the number of forms on its website and streamline customer transactions. A 12-month study revealed that the most downloaded form had a very low submission rate indicating that the current system was not meeting the customer's needs. Another challenge facing customers is locating the correct form and to address this, The Council is introducing an online application form portal, keeping forms on permanent static links and using auto-fill in some parts of the form to ensure customers can conveniently complete their transaction. The new system also discerns the attachments required and links to an appropriate payment gateway. As residents are increasingly using mobile technology for their transactions, The Council has recently launched a new 'responsive' website that adjusts automatically to the preferred device of the customer as well as a Cityllatch site that allows mobile customer service and payment capabilities. Employing a citizen-centric approach, the website allows Council's residents to easily search for news, events, venues, parks and even check the availability of sportsgrounds nearby. These positive customer experiences assist Council to communicate via residents preferred mediums. By building a responsive adaptive website, customers no longer need to install and maintain a separate Council app. The Council has been providing customer service through its document management to property management systems since the start of 2015. Now transactions have the status of a customer request (lodged, in progress, or completed) with the appropriate officer notified of a request much faster. This has created further transparency as customers can obtain updates of the status of their request through email or SMS, allowing them to provide feedback through a survey at the end of the engagement. Benefits have included reducing the average time taken to complete a request and streamlining each transaction. The total number of walk-ins to the customer contact centre has decreased over time; however phone calls have increased indicating there may still be scope for improvement especially in the accessibility and ease of online transactions before digital options can fully replace traditional channels