7 ways to increase customer experience with GIS

December 2, 2017
Megan Barrow

Your organisation's GIS (Geographic Information System) provides local information that lets users visualise and interpret data, make critical business decisions and deliver better customer service.

But what’s often missed is that your GIS data has great value in public web maps and website widgets to increase customer experience and engagement online.

Here are 7 unique ways our clients are using their GIS information in our Pozi web app to increase customer experience and deliver helpful information.

1.     Transparency about budget spend

For government and not-for-profit organisations, it’s vital you let customers know how you are using their money. Often this is detailed on static web page or email that people don’t read. Horsham City Council decided to incorporate their capital works budget within a web map that would visually and easily show their residents the works planned and underway within their municipality.

Customers can see works in relation to their property address to better understand how it will affect them and their area. From road works to new facilities, customers can quickly access projects’ status, timeframe, funding amount, reference number and more. This not only reduces customer service enquiry calls, but increases satisfaction and a reputation for transparency.

Check it out: Horsham Capital Works

2.     Online tourist guide

For organisations lucky to be custodian of information on local attractions, they need to communicate helpful details to increase visitors to region.

For Yarriamback Shire Council, the Silo Art Trail is one such attraction and they compete with other tourist sites that detail basic information. But, having the GIS data, Yarriamback now showcases all silos’ artwork on an interactive web map with GPS to better communicate proximity of silos within the trail, information about the artist, image of artwork, along with details about car access and parking. 

Check it out: Yarriambiack Silo Art Trail

3.     Customers share their local knowledge

GIS can be complex data, but for customer experience and engagement the information needs to be simplified. And what better way to do this than to let customers share the local information they care about in their own words.

Neighbourhood Stories is an initiative of City of Greater Bendigo and engages their residents to detail information about their favourite local spots and upload their story.

Their content is detailed on a web map that quickly and visually pinpoints location.

Check it out: Bendigo Neighbourhood Stories

4.     Location of events

While some customers will search and travel for events, others may be dependent on location and proximity to their home, work or even public transport.

Northern Grampians Shire Council has collated their municipality’s event information in an interactive online map that shows the location of events. Click on an icon in the map and event details are shown, such as topic, time, dates, contact number and a link to the organiser’s website.

Check it out Northern Grampians Events

5.     Protecting the local environment

In a time where people’s understanding of the importance of protecting local fauna and flora for the environment, many people possibly don’t know where to source information about their area's native plants.

Cardinia Shire Council uses their information on local plant species on their web map to visually highlight indigenous plants by location with a link to further information on the plant species on their website.

Check it out: Cardinia Recommended Plant Species

6.     Promoting tree-lined streets

An area’s tree-lined streets can be the diamond in the crown. In fact. mention certain suburbs and it’s the first thing others highlight as a feature. And residents are proud.

But what do they know about the trees and where do they find the information?

Greater Shepparton City Council decided to use their data on trees in their municipality to increase residents’ knowledge and, hopefully, their care for the local trees. An online map visually details the streets and parks' trees and names. Not vital resident information, but shows a care about communicating interesting GIS information in a fun and interactive way.

Check it out: Shepparton Street and Park Trees

7.     Answer common local questions

Sometimes the data your customers most often want answers a quick question. Knowing the bin cycle can be such an example. Cardinia Shire Council details the next waste collection date for residents on a web map and widget that’s easy to use - enter the property address and it appears. This frees up not only Council staff from answering calls, but delights customers in a way they never anticipated. (Read the Case Study)

Check it out: Cardinia waste collection (Example address ‘3 Albert Street’)

We believe these seven examples are creative ways our Pozi clients are using their GIS information to engage their customers in a digital world. And, we believe these ideas are just the tip of the iceberg.

Contact us today to start your free, 60 day trial and discover how Pozi can visually represent your GIS data in a way unique for your organisation’s customers’ unique needs.

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