Products
WPC Registrars Streamlines Suffolk Registration Service
Suffolk Registration Service is responsible for delivering a range of vital public services for its residents.
The service supports people at some of the most significant moments in their lives, including registering births and deaths, arranging marriages and civil partnerships, conducting citizenship ceremonies, and issuing official certificates, providing an essential frontline service.
The Challenge
Before introducing WPC Registrars, Suffolk Registration Service was working with an ageing system that offered limited support and didn’t allow for new innovative or flexible ways of working. Some of their main challenges included:
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Their system lacked the flexibility and support to implement changes quickly, creating delays and making it harder to respond swiftly to operational needs.
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Managing staff and working practises was complicated as the system had limited ability to tailor roles and responsibilities to individual staff members.
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Managing bookings and staff allocation was difficult process, making scheduling less efficient and placing unnecessary pressure on daily operations.
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The online customer journey and payment process wasn’t efficient, creating a poor customer experience and adding time pressures during appointments.
"WPC Registrars has been a breath of fresh air for our service delivery. The support and guidance we receive when we have a query is virtually immediate, and the team are extremely helpful. Being able to have a level of admin rights that allows us to set the system to be specific to our district is amazing. Thoroughly would recommend WPC and haven’t looked back!"
Nigel Huddlestone - Suffolk Registration Service
The Solution
To address these challenges, Suffolk Registration Service implemented WPC Registrars to create a more flexible, efficient, and responsive way of working. Key improvements include:
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WPC Registrars gave them the flexibility to tailor the system to their specific needs, implement changes quickly and easily, and future-proof the service against new challenges.
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The system has made it much easier to manage staff and their allocation by offering advanced staff allocation tools, including staff skill sets, locations, teams, roles, and availability.
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The service has seen a significant increase in online bookings, supported by smart booking tools, automated scheduling rules and validation, and slot optimisation.
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An improved customer booking journey, combined with enhanced payment tools, has enhanced the customer experience and made transactions easier to manage.
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Stock management is now simpler and more effective, reducing administration and improving day-to-day control.
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The ceremony process has been streamlined while providing better booking data, helping staff easily manage workloads and prepare more effectively.
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Bespoke reporting tools has given greater visibility across the service, stronger trend analysis, and better management information.
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The automated, custom communication tools has helped strengthen customer communication while providing a clear and reliable audit trail of correspondence.
The Impact
Overall, the new system has helped Suffolk Registration Service improve efficiency, reduce administrative pressure, and deliver a better service to the public by:
Significantly increasing online bookings and simplifying the process
Improving decision making and data visibility with reporting and trend analyses tools.
Improving management of staff and time with efficient workload management tools.
Increasing customer satisfaction while reducing avoidable calls and wasted appointments.
Future-proofing the service while enabling them to adapt to new challenges.
Reducing time spent on manual processes with easier allocation and management of bookings.