IEG4 Insights

Delivering sustainable services, reducing carbon footprint and improving Customer experience:  An update on Southwark's digital journey

Posted by Norman Lockie on Apr 30, 2024 9:06:02 AM

"Automating high-volume customer interactions within Exchequer Services allows customers to readily access important information, and has meant the Council were able to reassign resources to other areas which contributed to a 22/23 in year collection improvement of 1.4% and arrears collection of £5.2m up by £2.6m from 21/22"  highlights Norman Lockie, Head of Income Operations at Southwark Council

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Topics: benefits, automation, revenues, citizenaccess, Innovation, Customer

Prevention, Orchestration, Automation

Posted by John Fawcett on Sep 20, 2019 3:44:33 PM

In the summer of 2014, a ground-breaking thing happened. 

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Topics: digital local government, benefits, digital transformation, software, revenues, service design, channel shift

Councils & Digital 3.0

Posted by John McMahon on Feb 27, 2019 2:57:18 PM

When it comes to the next generation of digital solutions for local government, providing predictive, proactive and personalised information will be key. You could call this the ‘three Ps’ for short or put simply, Digital 3.0. The outcome? A better customer experience and a reduced workload on the Council. But what do we mean by predictive, proactive and personalised?

After installing the iOS 12 beta this summer, I saw a notification alerting me that I should call into a conference call in 12 minutes. Whilst this in itself was not unusual, the fact that the call wasn’t in my calendar was. Puzzled, I skimmed through my emails and could see that there was one where I had been asked to join a call but I hadn’t been sent a meeting invite. Using AI to scan my emails, my phone then predicted that I might want to join this call. There was more to come. When I clicked the aforementioned notification, it dialled the number and inputted the obligatory eight-digit pin and # symbol too. My mind was blown.

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Topics: digital local government, benefits, digital transformation, software, automation, revenues

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