Improving the way customers request and receive information is helping to make The Coal Authority (TCA) more transparent, cost-effective and efficient in delivering its services necessary to protect the public and the environment in mining areas now and for future generations.
TCA – which had never before used mapping on its website – sought to deliver a new online customer interface based on a reliable and cost-effective infrastructure that was resilient enough to cope with large volumes of users. The resulting consumer portal needed to be clear, cost-effective, easy to use and contain the most accurate and up-to-date mapping.
TCA uses Ordnance Survey’s web map service (WMS), OS OnDemand, to provide instant access to the latest and most accurate mapping data to customers using its consumer portal.
The level of detail provided by OS OnDemand enables customers to gain a good understanding of an area’s geography and zoom right down to individual building level to identify the footprint of the property in question. By using TCA’s online tools they can then draw the exact geographic area that they would like included in the report, on OS MasterMap® Topography Layer.
This flexible new online service has ultimately enabled TCA customers to be more involved in the ordering process. By capturing their own boundaries, customers can receive their completed report within approximately two hours, 24 hours a day. This will also reduce the pressure on the already-busy customer contact centre, providing staff with more time to deal with customer enquiries.
Data from OS OnDemand is provided to TCA under the Public Sector Mapping Agreement (PSMA), which allows members to make licensed data available for public viewing. The PSMA also enables easier data-sharing between members.
- Savings of around £100,000 in infrastructure investment.
- Estimated year-on-year savings of around £20,000 in infrastructure maintenance costs.
- Reduction in turnaround time for report processing.
- 24-hour service.
- Improvements to the customer journey.