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The Award winning Connect Digitally Programme is leading 152 local authorities in transforming key transactional services by: moving towards digital as the default channel driving down service delivery costs realising benefits and cashable savings reducing bureaucracy improving service quality for citizen View the Connect Digitally presentation case study All the presentations and resources from the [...]
The following report provides a step-by-step guide to how service leads can influence the behaviour of their customers in order to try and bring about a shift in the channels they use to contact and interact with the council. This paper can be used as a practical guide but also discusses some theories associated with [...]
This case study provides detailed examples and information on: CRM implementation at Tewkesbury Integration of the Government Gateway Payments Engine resulting in improved Back Office efficiencies Use of SOA to improve Service Delivery to our Customers Future Plans CRM and SOA in Action A Local Authority Perspective – Malcolm Ashdown
Edinburgh City Council needs to replace its web content management system and develop a new Council Website and Intranet to develop its web presence and deliver both financial and time efficiencies and an improved customer experience. Edinburgh City Council needs to replace its web content management system and develop a new Council Website and Intranet. [...]
The dream of integrating all our applications and services is as yet unfulfilled and in reality we are struggling to make progress in many areas. Reports about integration indicate that, whilst some organisations are forging ahead, our situation is not untypical and that other authorities share both our dream and our frustrations. We need vision, [...]
We all know we need to integrate but the approach we take from the start will profoundly impact the real world benefits gained from the effort. One approach, much hyped by software suppliers and business consultants alike, is to build our integration strategy within a Service Orentated Architecture (SOA). This presentation explores the nature of [...]
The London Borough of Lambeth pursued a formal strategy and multi-million pound business case around the integration of people, processes and technology across the council’s customer-facing services for just over three years now. This case study recaps that journey – covering challenges and successes to date, and the lessons learned for future integration projects at [...]
In this case study Pat Oliver, Development Team Leader identifies: Integration at Halton Borough Council The decisions it makes and processes it undertakes when choosing to integrate either Front Office or Back Office applications Do we need to look beyond integration to optimise service delivery? Front to Back and Back to Front Integration Halton
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