1. Ability for the content of a note added to an outstanding request in Open Process to be populated in the email body issued to customer (as opposed to an email telling them a note has been added and they need to log into their OneVu account to view it).

2. Functionality to allow the customer to reply to the email with their response being automatically added to the outstanding request (similar to two way communication using SMS via gov.notify). Auto email to back office staff also required to report that a note has been added by the customer.

John, this is potentially similar to your ‘Ad hoc messaging – CS Vu’ enhancement request of 28.09.2020 but with additional functionality.

We have found that some customers are more likely to respond to requests for information over email as opposed to via their account.