Improving Customer Contact
We are pleased to share that we have officially signed contracts to begin implementing Netcall’s telephony and citizen hub platform which is a modern low code cloud-based solution that will transform how we manage customer contact. This marks the start of an exciting journey to improve customer experience and future proof our services. Over the coming months, we will also be introducing innovative technologies such as virtual agents and robotic process automation (RPA) which will support 24/7 digital access, streamline workflows and enhance service efficiencies.
As part of this transformation, we will be replacing the current MyTamworth customer portal with a more modern and user-friendly system. This will improve access to the service and make it easier for customers to get help. Please note that the MyHousing portal will remain accessible for housing residents. As we move through this phased rollout, we will keep you informed on the progress, key milestones and opportunities to get involved.
Changes to our My Tamworth portal – and what is next?
We are making improvements to the way we work so we can offer you a better, more seamless experience when you contact us.
As part of this transformation, we will be replacing our MyTamworth customer portal with a new modern system that is much easier to use. This is all part of our wider journey to improve our service and make it simpler for you to get the help you need.
In the coming months, we will be introducing a new telephone system and a Citizen Hub to give you more choice in how you access our services, and don’t worry our face-to-face support will still be available for those who prefer to speak to someone in person.
We will keep you updated throughout this journey, sharing key milestones and ways you can get involved
Frequently asked questions
Why are we making this change?
Our current system is outdated and no longer meets the needs of our customers or staff. The new platform will help us deliver faster, more efficient and more accessible services.
Will this change happen right away?
No, we are at the beginning of the journey. We have just signed contracts and now in the training and implementation phase. The rollout will take place over the coming months. We will keep you updated as we move forward.
How will this benefit me as a customer?
You will be able to access services more easily, get quicker responses and have more ways to contact us, day or night. Our goal is to resolve more queries the first time you contact us.
New Citizen hub
What is the Citizen Hub?
The Citizen Hub is a new user-friendly online portal where you can access services, track requests and get help 24/7.
Why are we replacing the MyTamworth portal?
The current portal is outdated and does not offer the flexibility or ease of use the customer expects. The new system will be more modern, accessible and easier to navigate. Please note the MyHousing portal will remain accessible for housing residents.
Why can I not sign in to my account anymore?
We have updated how you access our service; you no longer need to sign in just complete for relevant form.
What will the temporary solution look like?
While we transition to the new Citizen Hub, a temporary online forms solution will be in place to ensure continued access to essential services.
How will the new system make things easier for me?
The new system is designed to be simpler and more intuitive. You will be able to access services, track requests and get support more easily.
Will I need to create a new account?
Yes, customers will need to register for the new portal once its live. We will provide clear instructions of when and how to do this.
What happens to the old portal?
The old portal will be retired from the 27th July 2025. However, the housing portal will remain accessible for housing residents.
Will my previous requests or data be transferred?
Your previous requests and data will still be securely stored in our back-office systems, so nothing is lost. However, the new portal will only display activity and requests made after the new system goes live. If you need information about past requests our team will still be able to access and assist you.
Is my data safe?
Yes. We take data security seriously and the new system meets all the required standards for protecting your personal information.