Customer Ops – Configuration Guide

Branding 

The user can configure the following options to style their portal as per their corporate branding.

Administration -> Portal V5 -> Theme

1. Header – Select the colours and input the logo URLs. Height and width controls are available to configure as shown below.

• Header Text Color
• Background Color
• Logo (Web, Mobile and Tablet)
• Favicon

2. Below Header - Select the colours and input the background image URLs.
   
    
3. Title text color
4. Tagline text color
5. Font size
6. Font style
7. Title
8. Tagline
9. Background (Image, Solid color)
10. Title background (Select Yes or No as per the requirement)
11. Separator

3. Below Header - Select the colours for the different regions as applicable.
   
    
4. Forms background and text color
5. News background and text color
6. Events background and text color

4. Footer - Configure the colours for footer background, text, logo and size as applicable.
   
    
5. Background and text color
6. Logo
7. Height and width
8. Text 

5. Footer links - Configure the content and format of the following footer pages as needed.

• Help
• Cookies
• Contact
• Accessibility Statement
• Privacy Policy

6. Regions – Select from the available options to display on the portal.

• Service requests
• News
• Events

7. Collection calendar download – Configuration options for waste collection calendar

• Title
• Header text
• Footer text

Services

Services refer to different services offered by the council and which they can configure on the portal for the end users. It can include Forms, Individual pages, External URLs and Knowledge articles.

The administrator can configure the Services as below-

Administration -> Portal V5 -> Service

• Create the main area heading under which the other options will be configured. For example, we have referred the main section as ‘Services’.
• Under Services, you can then create a wide range of service items adhering to the services provided by the council. For example, we have created BlueBadge, Booking and Report items.

• The options are available on the right-side menu and details on the left-side section.

Adding a new Service Item

• Click on ‘Add service’
• Provide a name and Description (1000 characters limit applicable for description) for the service item.
• Configure the access as required
• Once the service item is configured then you can add a Form, Knowledge article, Link and Page under it.

Adding a new Form to Service Item

• Click on Form -> Add form
• Select the Catalogue and the Form from the pre-populated list 
• Provide a name and Description (1000 characters limit applicable for description) for the form
• Configure the access as required
• Save the Form against the item and it will apear on Home page
• Add more forms as required under the same service item

Adding a new Knowledge article to Service Item

• Click on Knowledge -> Add Knowledge
• Select the knowledge article from the pre-populated list 
• Give a name and Description (1000 characters limit applicable for description)  for the form
• Configure the access as required
• Save the knowledge against the item and it will apear on page
• Add more knowledge articles as required under the same service item

Adding a new Link to Service Item

• Click on Link -> Add link
• Enter the external URL on the text box 
• Provide a name and Description (1000 characters limit applicable for description) for the form
• Configure the access as required
• Save the link against the item and it will apear on page
• Add more links as required under the same service item

Note – The link will be opened in a new tab. 

Adding a new Page to Service Item

• Click on Page -> Add page
• Select the Page from the available pages in the list (Refer below to understand how you can configure a standalone page)
• Provide a name and Description (1000 characters limit applicable for description) for the form
• Configure the access as required
• Save the page against the item and it will apear 
• Add more pages as required under the same service item

Creating a new page

• Administration -> Portal V5 -> Pages
• The screen will display the existing pages. Select any page to edit it.
• Click on ‘Create’ to add a new page
• Provide a title to the page and add content as needed along with formatting options
• Click on ‘Publish’ after applying changes then only the page will be available in the list of service items

Save the Service and items after configuring the required options. Based on the configuration, the services will appear on home page. The user can drill down by clicking on the arrow to see the available options and click on them to refer to any knowledge article, open a page, submit a form, etc.

Configuring News and Events

The process to add a new news or event item is same as GDS portal.

• Create a category under Administration -> News -> Categories 
• For Events, the Administration -> News -> Categories -> Add a new category -> Code= EVENT_NEWS
• Select the check box to ‘Show on GDS Portal’.

• Navigate to the ‘News’ tab
• The screen will display existing articles which you can select and edit if required
• Click on ‘Add’ to add a new article.
• For an Event article, choose the category as Events.
• It is mandatory to ‘Publish’ the article for it to appear on homepage

Once the articles are configured and published, they will appear under News and Events as per the categories.

From an administration point of view, the portal requires configuring of branding, news, events and services at the moment. 

Let us consider the Portal UI now-

Login and Registration

Any end-user can register themselves by clicking on the Register button and filling out the necessary details.

For business organisations, click on the box to say ‘I am a business customer’.

Click on the boxes for which you wish to receive notifications for,.

Activate your email and continue to login to use the portal.

The user can enter their credentials, click on Captcha and/or MFA and sign in.

 Or, they can use their Google or Facebook account to sign in.

Related content 

The following options are fixed for now and will be available for configuration later from the administration side.

News

The articles as configured from the back-office administration will appear under News as per the categories.

The user can drill down to the detailed article by clicking on the arrow.

Events

The articles as configured from the back-office administration with ‘EVENTS_NEWS’ code category will appear under Events. 

The user can drill down to the detailed article by clicking on the arrow.

Footer 

Footer region has fixed options and the content is configured as per the above steps.

Menu 

The Menu sits at the top right corner of the homepage. It has fixed options for now, but will be available for configuration by the administrator at a later stage.

My Account 

The logged in user can access all his/her details, avail services and view all the transactions at a single place.

Region - What would you like to do 

• Continue submitting a previously saved Service Request – Draft Service Requests.

Allows the user to view and/or submit their draft service requests

• Pay for a service – Allows the user to make a payment against the request
• Renew a service – Shows a list of available and eligible contracts (Agreements) against which the user can make a renewal.
• Review previous payments – Displays a list of previous transactions done by the user.

Spaces – Applicable only to the councils using allotments/Spaces module
 

• View your allotment
• View your garage

Region - View your

• Service requests – Displays the page showing all the service requests submitted by the logged in user

• Bookings - Displays the page showing all the booking requests submitted by the logged in user (Applicable only to the councils using this module)
• Agreements Displays the page showing all the contracts (Agreements) against the logged in user (Applicable only to the councils using this module)
• Enforcements - Displays the page showing all the enforcements applicable to the logged in user (Applicable only to the councils using this module)
• Personal information – Gives the ability to the user to view and modify their personal details.
• Your organisation - Gives the ability to the user to view and modify their organisation details as applicable.

Personal Information

• Click on Edit profile button to modify details as required
• Choose to Add Email address, Phone, Address, Profile picture, Links and Social media.
• The user can also Change password from this screen

• Manage your communication preferences 
• Click on Right to be forgotton to deregister your account

Region - More

• Services directory – Displays all the forms available for submitted the requests
• Public register 
• Public information

Log out 

Click on the log out option at the top right corner to sign out of your account.