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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