Self-service.
We design, build and run self-service portals where your customers, members or staff can do things for themselves. Your brand, your data and your systems underneath.
01About this service
DotPerformance builds self-service portals where your customers, members or staff can see and manage what relates to them. They’re designed around the questions your team answers most, and connected to the systems behind them, so what people see is always current.
02Why it works.
Do three things you’d normally have to ring about.
The clock starts when you sign in.
- Statement requestNone yet
- Proof of addressNone yet
- Message: change to standing orderNone yet
- Phone calls needed–
Your customer gets an answer straight away. Your team only sees what needs a person.
Three things done without a phone call. Try it.Sign in, download a statement, upload a document and send a message. The clock starts when you sign in.
Customers stop having to ring you.Today people ring, email or leave a voicemail for things they could do themselves, then wait for someone to get back to them. With a portal they sign in and do it, at any hour.
Your team only sees what needs a person.Most requests are completed automatically. The few that need a decision arrive in one queue, with the customer’s details and documents attached, so nobody has to go looking.
Everyone sees what they should.Different people can sign in to the same portal and each see different things. Who can see and change what follows your rules.
Sensitive changes are checked again.Changing important details, making a payment or opening a sensitive document asks the person to confirm who they are again before it goes through.
Live from your own systems.What people see comes straight from the systems you already run, so it always matches what your team sees.
Every action is recorded.Every sign-in, request, upload and change is logged, so you can show who did what and when.
03Who you’ll work with.
Simon leads it, with Andy on the customer’s side and John on the systems underneath. You’ll talk it through with Simon and Paula.
![]()
Simon King
Head of Digital
Leads the portal: the platform, the sign-in and how it connects to your systems.
![]()
Paula Hamilton
Client partner
Your main contact. She keeps the plan, the paperwork and every agreed change on track.
![]()
Andy Orton
UX and UI
Works out what your customers ring about, and designs the portal so they can do it themselves.
![]()
Adrian Crellin
UX and UI Designer
Every screen, in your brand, simple on a phone and clear for your team.
![John Beaty]()
John Beaty
Head of Systems
Your systems underneath: the core system, the documents and the connections between them.
![]()
Claudiu Danila
Senior Developer
The portal and your team’s request queue, built and tested.
![Mark Wade]()
Mark Wade
Senior Developer
The integrations: your core systems, documents, e-signatures and payments.
![Dave Edis]()
Dave Edis
Senior Developer
Accounts, permissions and the checks behind sensitive changes.
![]()
Theo Wierzma
Senior Developer
The screens in code, fast and accessible on every phone.
04What you get.
- Secure sign-in
- Passkeys, one-time codes or the single sign-on you already use.
- Their own information
- Whatever relates to each person, shown live from your systems.
- Documents
- Created when they’re needed and kept in one place, with no email attachments.
- Uploads
- Anything you need from people, uploaded securely and filed in the right place.
- Secure messaging
- Messages kept in the portal and sent to the right person, not into personal inboxes.
- Requests and changes
- Handled automatically where it’s safe, and sent for review where your rules say so.
- Roles and permissions
- Each person sees and does only what your rules allow.
- E-signatures and payments
- Forms signed and payments made inside the portal, if you need them.
- A request queue for your team
- Everything that needs a person in one place, with the details attached.
- The audit trail
- Every sign-in, request and change recorded in order.
05What it costs.
- Design and buildA self-service portal designed around what people need to do, built and launched.
from£15,000
From-prices, plus VAT, with a written figure before any work starts. For continuous care and development once it’s live, see Systems Teams.
06Compared to the alternatives.
There are several ways to handle customer requests, and each one suits someone.
- Keep it manual.
Phone calls, voicemails, email attachments and paper forms. It works when requests are few, but every one takes a person, customers wait for office hours, and documents end up in personal inboxes.
- A ready-made portal product.
Quicker to switch on, and fine if your process matches the product. It rarely matches your brand, your systems or your rules, so the awkward requests still come in by phone.
- Us.
A portal designed around your customers and connected to your own systems, from £15,000 plus VAT. Customers do routine things themselves, and your team only handles what needs a person.
07Questions.
What is a self-service portal?
A self-service portal is a secure online area where an organisation’s customers, members or staff log in to manage their own account, bookings, documents and payments, instead of calling or emailing. DotPerformance designs every portal for phones first.
Who has DotPerformance built self-service portals for?
FC Isle of Man, where supporters manage tickets, wallet passes, streams, merchandise and camps in one app; the TT Marshals Association, where marshals manage their own training and rostering; and a UK council, where 120 schools book supply teachers themselves.
Can members apply and manage their profile online?
Yes. DotPerformance has built member portals where applications are approved through automated workflows and members manage their own profiles, with the organisation’s staff stepping in only where a decision is needed.
Is a DotPerformance portal secure?
Yes. Portals use secure sign-in, can use your organisation’s single sign-on, and are hosted on AWS with continuous security scanning. DotPerformance is Cyber Essentials certified.
How much does a self-service portal cost?
DotPerformance designs and builds self-service portals from £15,000 plus VAT, with a written price before work starts.
Can different kinds of user share one portal?
Yes. Customers, members, staff and anyone acting on their behalf can each sign in to the same portal and see only what your rules allow.
How do customers sign in securely?
With passkeys, one-time codes or the single sign-on you already use. Sensitive actions, such as changing bank details, ask the person to confirm who they are again.
Work.
Recent Systems & Integration work.
