There is no doubt that the continuing use of paper-based / spreadsheet processes in the area of Continuing Healthcare Assessments (CHC) causes delay to the process. As recently reported in The Times, more than 2,500 people have been waiting more than the 28-day time limit for an assessment, with a quarter of those having waited for more than six months.
Topics: digital local government, digital transformation, Health & Social care, Continuing Healthcare, CHC2DST
Topics: digital local government, digital transformation, software, personalisation, onevu, channel shift, citizenaccess
In the summer of 2014, a ground-breaking thing happened.
Topics: digital local government, benefits, digital transformation, software, revenues, service design, channel shift
One of the joys of working in product management is solving problems; particularly tricky ones. The challenge presented to us by the Digital Manager at 3C Shared Services*, Joe Bedingfield, was to enable his team to be able to:
Topics: digital local government, digital transformation, software, onevu, edesigner, channel shift
Topics: digital local government, digital transformation, automation, personalisation, service design, onevu
Regardless of industry, public or private sector, businesses everywhere are investing in customer self-service options to improve the overall customer experience. As more and more businesses and organisations embrace self-service, we’re beginning to truly understand what works and what doesn’t for ensuring customer satisfaction. In my opinion, it’s critical that a robust overarching strategy is in place to ensure that all the working parts are coordinated and integrated for the benefit of the customer. Here are my six recommendations to ensure self-service best practice in local government.
Topics: digital local government, digital transformation, software, service design, onevu
Local authorities in the UK are as diverse as the communities they serve. From unitaries to counties, cities to rural districts, each has their own unique take on structure, political leadership and culture.
Topics: digital local government, digital transformation, software, lgaap, service design, edesigner
In January of this year seven benefit assessors across three separate London councils took advantage of their roles to commit over £1m in benefit fraud.
Topics: digital local government, digital transformation, software, service design, onevu
Topics: digital local government, digital transformation, software, service design, onevu
Technology should not operate in a vacuum. The best, most modern, customer-focused tech companies should want to integrate to as many different IT systems as possible - preferably without the potential 'drawn out' involvement of legacy back-office system providers - because what matters most is user experience. Doing what's right for the customer is more important than protecting the fiefdoms of software and IT suppliers.
Topics: digital local government, digital transformation, software, lgaap, service design, bluebadge
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