Laura Sharman 03 April 2014

Leeds Council pilots live chat on its website

Leeds City Council is piloting live chat for those looking for help on its website.

The new technology, supplied by LivePerson, helps recognise when a visitor to the council website looks like they may need help and connects them with a customer service representative.

The technology will also help the council get feedback from residents to help shape local services and make improvements to the website. It also acts as a warning system about technology glitches, such as when the systems used to pay for school meals went down.

Adam Quesne, head of digital access at Leeds City Council, said: ‘LivePerson’s Live Chat was introduced as part of LCC’s Customer Access Strategy, which seeks to treat citizens as customers whose feedback is used to shape and improve council services and communication.

‘It’s proved very popular so far and enables us to have conversations with members of the community we might otherwise find hard to reach.’

So far the council has conducted 25,000 ‘chats’ with customers and is now looking to extend the technology across more of its website pages.

Addressing regional inequalities  image

Addressing regional inequalities

Andrew Borland, Chief Innovation Officer at the Virtual Engineering Centre (VEC), University of Liverpool discusses the importance of levelling up for growth.
SIGN UP
For your free daily news bulletin
Highways jobs

Recovery Worker Substance Misuse

Essex County Council
£30931 - £35362 per annum + + 26 Days Leave & Defined Benefit Pension
Recovery Worker Substance MisusePermanent, Full Time£30,931 to £35,362 per annumLocation
Recuriter: Essex County Council

Principal Transport Officer

Old Oak and Park Royal Development Corporation
£63,112 per annum
leading the capital’s largest new regeneration project. Brent Civic Centre (32 Engineers Way, Wembley, HA9 0FJ).
Recuriter: Old Oak and Park Royal Development Corporation

Senior Occupational Therapist

Essex County Council
£43477 - £52302 per annum + Flexible Working, Hybrid, CPD, Gov Pension
The role will be responsible for supporting adults to develop their abilities to enable them to live as independently as possible. This may include England, Essex, Harlow
Recuriter: Essex County Council

Director of Commissioning and Performance

Northumberland County Council
£100,157 - £109,081
We are looking for an individual to help us achieve excellence in adult social care in Northumberland. Northumberland County Council, Morpeth, United Kingdom
Recuriter: Northumberland County Council

Payroll Manager

London Borough of Richmond upon Thames and London Borough of Wandsworth
£46,014 to £55,758 per annum
About the role You will have a set of on-going responsibilities which will vary depending on the needs of the team. The responsibilities include (but not limited to) to
Recuriter: London Borough of Richmond upon Thames and London Borough of Wandsworth
Linkedin Banner

Partner Content

Circular highways is a necessity not an aspiration – and it’s within our grasp

Shell is helping power the journey towards a circular paving industry with Shell Bitumen LT R, a new product for roads that uses plastics destined for landfill as part of the additives to make the bitumen.

Support from Effective Energy Group for Local Authorities to Deliver £430m Sustainable Warmth Funded Energy Efficiency Projects

Effective Energy Group is now offering its support to the 40 Local Authorities who have received a share of the £430m to deliver their projects on the ground by surveying properties and installing measures.

Pay.UK – the next step in Bacs’ evolution

Dougie Belmore explains how one of the main interfaces between you and Bacs is about to change.