Tuesday, 14 January 2020

'My Account' - a new way to contact East Riding of Yorkshire Council

My Account - Information for residents

My Account is a new quick and easy way to contact the council with over 20,000 residents already enjoying the benefits.

It takes just a couple of minutes for residents to sign up to My Account and then each time they need to fill in one of our forms, their personal details are automatically completed.  Residents can access a summary of contacts they make with the council through their account history and review any updates.   My Account will provide automated replies and, where appropriate, email updates within designated time frames.

Over 100 forms are currently available through My Account, with more being added all the time.  You can already apply for services such as blue badges or help with putting your bin out, report missed bin or potholes, and request services such as bulky waste collections or apply for a concessionary travel pass.

How My Account works
Our online forms can be found on our website at www.eastriding.gov.uk. Once a form has been completed, the information is captured and automatically sent to the back office system. This creates a request for the service area to action.  My Account is also used by the staff in our customer service centres, multi service centres and telephone contact centre, who complete the same online forms on behalf of residents.

My Account is making our online forms as easy as possible to use
Before we create any new online forms, we review the full end to end process of dealing with the service request to make sure that as much of the process as possible is automated. We also make sure we collect the right information first time to avoid operational teams having to contact you again before they can complete their request. Each form is tested by users and quality checked to make sure it is as easy as possible to complete.

We’ve also reviewed the information on our website so it is easier to understand what services are available, how to access them and what happens after we have been contacted.

Our aim is to encourage more and more residents to interact with My Account by offering a seamless customer journey and positive online experience every time.  As well as providing residents with the opportunity to self-serve at a time that suits them, My Account also reduces the number of phone calls or visits to our customer service centres, which frees up staff time to help support those with more complex issues.

You can register for an account using this link:  www.eastriding.gov.uk/customer-account

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