My Council Services – Frequently asked questions

Why do local authorities need My Council Services?

My Council Services is a digital platform that enables local councils to actively engage with their communities and improve customer service through successful digital transformation.

How many browsers and devices are supported by My Council Services?

My Council Services is compatible with all the latest browsers, OS and devices.

What mobile devices do the My Council Services native mobile applications support?

My Council Services offers native mobile applications as part of its customer self-service and mobile working suites. These applications run on iOS, and Android operating systems for a wide range of smartphones, Mac, tablets, iPads, and phablets, providing a uniform user interface.

What communication channels are available with My Council Services?

My Council Services supports all the generic communication channels, such as call, SMS, email and social media as well as designated support channels.

Is there a way to track submitted reports by citizens and council administrators?

Yes, citizens can track the status of submitted reports through the council’s app or web portal from any location. The council administrators can use our admin portal to access submitted reports and take necessary actions.

Does My Council Services offer customisable solutions?

Yes, My Council Services provides a variety of customisable solutions tailored to the council’s needs.

What types of integrations are possible with My Council Services?

My Council Services offers integrations with:

  • Bartec
  • Microsoft Azure
  • Google Analytics
  • Whitespace
  • Echo Veolia
  • IdentityServer SSO
  • Idox
  • Alloy
  • BlueBadge
  • Mayrise
  • Adelante
  • Social media
  • Gov.pay and many more

What payment gateways does My Council Services integrate with?

Payment gateway integration is done using our APIs (Application Programme Interface). We support all major payment gateway providers, including:

  • ADELANTE
  • BARCLAYCARD
  • CAPITA
  • CIVICA
  • GO CARDLESS
  • WORLDPAY

Does My Council Services comply with GDS standards?

Yes, My Council Services is compliant with the GOV.UK Design System.

How does using the My Council Services cloud platform affect hardware and connection costs for users accessing the service remotely?

Connection costs:

Accessing the service remotely does not incur significant costs for the council, apart from data usage when connected to the internet via a mobile network rather than Wi-Fi. Data usage is within normal ranges, with no additional consumption from using My Council Services.

Hardware costs:

My Council Services does not provide hardware beyond cloud infrastructure. Hardware provision for remote devices is the council’s responsibility.

What preventative measures ensure data security and encryption on the My Council Services platform?

All data in transit is encrypted, and data at rest on remote devices is also encrypted. Key measures include:

Firewall: The database is protected by an internal firewall, regularly reviewed and upgraded.

Penetration testing: Conducted every 20 days, with immediate action on identified issues.

Source code encryption: Prevents reverse engineering by encrypting source code.

Private key encryption: Ensures data security in transit.

SSL: Secure Sockets Layer technology for all communication.

SQL injection protection: Regular testing to prevent code injection attacks.

Role-based access control (RBAC): Secures personal data access.

Encryption standards: Utilises AES 256 encryption and TLS 1.3 for secure communication.

Will the Council’s data be shared with third parties or other services?

No, My Council Services does not share data with third parties or across other services at their own end.

Where does My Council Services process customers’ data and what safeguards are in place?

All data is hosted and processed in the UK, complying with GDPR. Both primary and secondary hosting facilities are in the UK, and visits can be arranged.

What type of consultancy, training, and support do we get with My Council Services?

We offer tailored consultancy to ensure successful implementation, training (classroom-based, online, video tutorials and documented), and ongoing support via SLAs. Our technical consulting team works with council IT personnel to provide strategic advice, ensure effective use of My Council Services, and deliver training and development. For support, contact us via email or telephone.

How can I request a demo?

You can request a demo by contacting us at contact@mycouncilservices.com or through our website. We will arrange a suitable time for your demo.

Is there any cost associated with booking a demo?

No, there is no cost for booking a demo. It is completely free of charge.

Do you offer stand-alone solutions?

Yes, we offer stand-alone solutions. For example, if a particular council needs mobile working solution then our offering would be limited to MobileOps (our all-in-one solution for mobile worker) or only Waste Management module if that’s the business are you are looking to transform. In short, you can use different modules independently without subscribing to other modules.

Are you listed on G-Cloud?

Yes, My Council Services is listed on G-Cloud, providing a range of cloud services to UK public sector organisations. For more details visit here.

Do you offer bespoke solutions for specific processes?

Yes, we provide bespoke solutions tailored to specific processes as per the needs of the local councils over and above the standard solution which makes it easier for them to move to our services.

What should we do if we encounter technical issues with My Council Services?

If you experience any technical issues, please contact our support team at contact@mycouncilservices.com. We aim to resolve issues promptly.

I still need more information.

For further questions or additional information, please contact us at contact@mycouncilservices.com. We aim to respond within 24 hours.