IEG4 Insights

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

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

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

Closing the digital loop

Posted by Andrew Cope on Aug 19, 2019 2:39:13 PM

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:

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Topics: digital local government, digital transformation, software, onevu, edesigner, channel shift

How can you measure the success of digital services in local government?

Posted by Marcus Devaney on Aug 19, 2019 2:29:25 PM

"For every action, there is an equal and opposite reaction.” Isaac Newton penned his Third Law in the year 1687, and it’s fair to say he was not considering its relevance to digital transformation which would happen some 330 years later. But such is the use-case agnostic nature of this law that it very much holds true in the case of digital transformation in the public sector today.

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Topics: digital local government, digital transformation, automation, personalisation, service design, onevu

Six ways to build a successful customer self-service strategy

Posted by John McMahon on Aug 19, 2019 2:21:43 PM

How can public sector organisations develop successful digital customer service strategies? John McMahon, Product Director at IEG4, shares his thoughts on the subject

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.

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Topics: digital local government, digital transformation, software, service design, onevu

Think Differently - Preventing fraud and increasing automation

Posted by John McMahon on Aug 19, 2019 2:11:30 PM

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.

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Topics: digital local government, digital transformation, software, service design, onevu

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