One Customer View
One Customer View simplifies access to council data by consolidating multiple systems into a single platform. It ensures staff can quickly find accurate, up-to-date information about customers and their interactions, leading to improved service delivery and efficiency across council operations.
Use this guide as both a learning resource and a reference as you become familiar with the system.
TABLE OF CONTENTS
Getting Started
The initial step in using the system is to conduct a customer search.
Search Options
You can search for a customer using the following criteria:
Customer name
Phone number (as registered in council systems)
Address or property
Assessment number (commonly from Pathway or equivalent systems)
Infringement number
Snap Send Solve reference number
Note: The search function includes fuzzy matching, meaning small spelling variations or partial names will still return relevant results.
Search Results
Once a search is executed, One Customer View displays all matching records with key identifying details to assist in locating the correct customer.
Each record includes essential attributes such as name, contact details, and relevant identifiers. The Data Source tab indicates the system from which the information originates. For example:
Pathway may include ratepayer records.
Perfect Gym may include leisure or facility memberships.
By consolidating this data, One Customer View provides a unified profile that eliminates duplication and enhances clarity. After identifying the appropriate record, select it and click Submit to load the full customer profile.
You can then select the customer and push submit to return their information:
Summary Page
The Summary Page provides a comprehensive overview of the customer’s relationship with Council. It is designed to deliver key insights at a glance and serves as the main reference point for understanding customer interactions.
Key Features
User Warnings: Displays any safety or behavioural alerts, including aggression or threat indicators.
Council Interactions Overview: Summarises key information such as Rates, Debtors, Infringements, and Animal Registrations.
Quick Insights: Presents open Requests, Outstanding Infringements, Registered Animals, and Owned Properties.
Recent Activity: Displays recent calls, rate transactions, and membership interactions in visual and tabular formats.
Property Mapping: Includes an integrated map displaying properties associated with the customer.
This page equips staff with a clear understanding of a customer’s overall engagement, supporting consistent and informed decision-making.
Navigation
Once a customer has been located, users can navigate through the various One Customer View modules using the menu on the left-hand side. Each page focuses on a specific data area and provides targeted insights to support operational tasks.
Call Center
The Call Centre page consolidates all customer call data and conversation topics.
Features
Total number of calls
Average call duration
Date of the most recent call
Topic categorisation
Visual dashboards provide further insights, showing call distribution by topic and the current status of calls (completed or ongoing).
Local Laws
The Local Laws module presents all information related to registered animals and infringements.
Features
Detailed animal information, including type, breed, and microchip number
Infringement records with the ability to filter between outstanding and completed cases
This allows staff to access all compliance-related information in one place.
Rates
The Rates page displays comprehensive rate information for all properties linked to the customer.
Features
Itemised rate components
Current balance and payment history
Details of hard waste entitlements or coupons (if applicable)
This module enables staff to respond quickly to ratepayer enquiries with accurate, up-to-date financial information.
Requests
The Requests page provides visibility into all service requests lodged by the customer.
Features
Graphical summary of requests by year
Filtering options for specific time periods
Detailed table including request descriptions, staff notes, and completion dates
This page ensures all customer service interactions are transparent and easily accessible for follow-up or analysis.
This example shows the various notes:
Property
The Property module lists all properties associated with the customer, not just their current address.
Features
Owned properties and current residence
Mailing address history
Bin collection schedules for general, green, and recycling waste
Optional integration with GIS systems such as Pozi for enhanced property visualisation
Debtors
The Debtors page presents all debtor accounts connected to the customer.
Features
Debtor number and type
Statement type
Balances, including current and brought-forward amounts
This view assists finance and customer service teams in managing outstanding balances efficiently.
Records
The Records page displays all documents linked to the customer, sourced from the Council’s document management systems such as ECM (Tech1).
Features
List of associated documents and metadata
Direct links to open files within the official document management system
This provides staff with secure, streamlined access to official records as part of their workflow.
Summary
One Customer View enables councils to deliver faster, more accurate, and more coordinated customer service. By consolidating multiple data sources into one system, staff can focus on delivering outcomes rather than navigating technology.
This documentation should be used as both a reference and a training tool to ensure all staff can confidently and effectively use 1CV in their daily operations.
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