IEG4 Insights

Increased Dignity Through Digital Processes

Posted by Paul Tomlinson on Nov 13, 2019 9:47:44 AM

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.

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Topics: digital local government, digital transformation, Health & Social care, Continuing Healthcare, CHC2DST

Stopping Duplicate Tasks & Increasing Citizen Engagement

Posted by John Jervis on Nov 8, 2019 8:59:47 AM

Do you want to engage more with your citizens, yet fear that the easier you make communication, the higher the demand will be on your staff?

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Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

They Ask, You Answer - Using an Outcome-Based Approach

Posted by John McMahon on Nov 4, 2019 9:24:29 AM

Why bother with Master Data Management?

For organisations engaged with customers around many different interconnected products on a regular basis, it makes commercial sense to invest in developing a single view of the customer across legacy infrastructure.  Particularly when information in each silo needs to be understood in order to make effective business decisions.

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Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Is your customer ready to adopt innovation?

Posted by Charles MacKinnon on Nov 1, 2019 9:40:44 AM

At one of the NIA’s quarterly events, Fellow Charles MacKinnon presented on his approach to assessing whether potential customers are ready to adopt innovation. Here he shares how he uses a behaviour change model to identify opportunities that are most likely to lead to uptake. 

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Topics: digital transformation, software, Continuing Healthcare, channel shift

Proactive Prevention - Personalisation Through Assessment

Posted by Paul Tomlinson on Oct 25, 2019 9:12:28 AM

The pressure on social services to provide support for the vulnerable within the community is never far from the news headlines.  Deadlines for a succession of promised green papers have come and gone.  The reality may be that effectively funding social care is difficult to explain, difficult to achieve and, dealing with it, is politically toxic. 

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Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Blue Badge Administration - Relentless Focus on the End-user Experience Drives Channel Shift in Blue Badge Processing

Posted by Marcus Devaney on Oct 24, 2019 9:20:11 AM

In this series of blogs, Marcus Devaney, Product Manager at IEG4, looks at recent improvements in central government Blue Badge application processing and the opportunity this provides for local councils to provide an integrated digital service.   

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Topics: digital transformation, software, blue badge, hidden disabilities, channel shift

Taking Service Directories Mainstream

Posted by Paul Tomlinson on Oct 18, 2019 1:53:21 PM

We have our efforts upside down

In a thought-provoking lecture, entitled ‘Social Services Are Broken. How Can We Fix Them?’, Hilary Cottam stated that around £250,000 is spent each year, on each of around 100,000 families within the UK.  However, she highlighted that the £250,000 is not spent on the families themselves, but instead on the cost of running the support systems which have built-up around them.

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Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Keeping Customers in the Loop

Posted by John McMahon on Oct 18, 2019 10:50:38 AM

Keeping people digitally informed about services and providing them with the means to access these services, creates value for those organisations who do it well. It also creates the much-needed pull to encourage customers to keep returning to digital and to reinforce the digital channel as the preferred choice for interactions.

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Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Opening doors and unlocking the potential of better customer service

Posted by Jackie Gill on Oct 4, 2019 9:57:26 AM

Imagine, as a local authority citizen, walking down a corridor where each door relates to a page shown every time a hyperlink is clicked, that potentially leads you to the information you require.

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Topics: digital local government, digital transformation, software, personalisation, onevu, channel shift, citizenaccess

Because Councils are Different – Blue Badge Flexible Workflow and No Code

Posted by Marcus Devaney on Oct 3, 2019 9:31:40 AM

A modern Blue Badge solution for a new era of Blue Badge processing.

The new GOV.UK Blue Badge system offers an effective central hub for applicants to request Blue Badges online.  It is clear and easy to use but it only goes so far.  Once the application is made centrally, without a well-designed local solution, it can disappear from the applicant’s view, leading to frustration and calls into their local council.

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Topics: digital transformation, software, blue badge, hidden disabilities, channel shift

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