Public Engagement Manager

Ceox Public Engagement Manager is designed to give organisations the reassurance that public enquiries are being captured, processed and managed effectively and efficiently. The solution is built on Microsoft Dynamics 365 and incorporates Microsoft’s Power Platform suite (Power Automate, Power BI, Power Apps) to capture multi-channel queries, incorporate AI, deliver process automation and support effective performance management.

The Ceox Public Engagement Manager solution enables organisations to respond effectively to enquiries, including Freedom of Information (FOI) requests, Data Requests including (GDPR), Subject Access Requests (SAR), Parliamentary Questions (PQs), Inter-Ministerial (IM) Correspondence and Ministerial Questions, Environmental Information Regulation (EIR) Correspondence, Complaints and General Enquiries.

Ceox’s Public Enquiry Management Solution

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Process

Our solution fits with your internal process which can be streamlined and automated to increase productivity and improve customer satisfaction. Workflows can be configured to match the way you work, and the solution can be integrated with other systems.  Documents, including legislative compliant documents where required, can be automatically created and emailed.  The solution provides access to data via dashboards and reports as well as the ability to deliver business intelligence reporting using Power BI.  This ready availability of data allows proactive teams to become high performing and deliver timely responses.

 
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Extension Technologies

Our solution uses several technologies to enhance the Dynamics 365 platform and deliver business benefit.  The system can connect to 3rd party APIs, for example Hansard for PQs.  Automated Capture is possible using Microsoft’s Power Automate and UiPath to handle Robotic Process Automation (RPA).  This enables automated classifying, allocating and prioritising of enquiries without human interaction.  A web form or portal can be enabled to allow users to submit online queries 24/7.  Chat can be enabled and extended to include AI chatbots for common enquiries and can be used to authenticate users before handing off to a team member.  All the technologies help the team respond to more enquiries in less time

 
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Omnichannel Platform

Our solution is built upon Microsoft Dynamics 365, a modern, secure, proven case management platform.  As an Omnichannel platform, Dynamics 365 connects across the multiple enquiry channels and provides a single view of the customer.  This can link-up their social media posts with their emails or online chat with letters.  The platform adds value by delivering a lot of functionality out of the box, for instance a Workflow engine, Dashboards, Document Generation and Auditing.  Dynamics 365 sits alongside Microsoft 365 so users of the office suite find the user interface familiar and intuitive.

To find out more, drop us an email on: hello@ceox.co.uk

If you’d rather talk on the phone, then our number is: 0333 987 4495

Our services are available through the Digital Marketplace via the G-Cloud and Digital Outcomes and Specialists (DOS) frameworks. Find out more by searching for Ceox on the Digital Marketplace.