IEG4 Insights

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

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

Digitising continuing healthcare from hospital to home

Posted by Paul Tomlinson on Aug 19, 2019 2:19:38 PM

Industry voice: Delays in transferring patients out of the acute hospital setting to continuing care have hit the headlines during a difficult winter for the NHS. Resources are stretched to the limit, but digitising key processes which can facilitate this transfer of care could save millions and vastly improve the patient experience, says IEG4’s Paul Tomlinson

IEG4 is working with five trailblazing clinical commissioning groups (CCGs) to digitise and automate the process of helping people move from hospital to other settings where they can be assessed to ensure that their continuing health care needs are met.

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Topics: digital transformation, software, Health & Social care, service design, Continuing Healthcare

Integrating online forms through a common core

Posted by Paul Tomlinson on Aug 19, 2019 2:16:38 PM

Industry voice: Paul Tomlinson, managing director of IEG4, explains how common frameworks combined with flexible design functions support the base enablers of digital transformation

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.

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Topics: digital local government, digital transformation, software, lgaap, service design, edesigner

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

Digital Backbone of ongoing transformation

Posted by John Jervis on Aug 12, 2019 11:44:17 AM

Industry voice: Transformation is about continual change, and needs versatile, flexible digital tools to deliver over the long term, writes John Jervis at IEG4

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

Making Innovation Possible

Posted by John McMahon on Aug 6, 2019 11:37:04 AM

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.

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Topics: digital local government, digital transformation, software, lgaap, service design, bluebadge

Council in a Box

Posted by John Jervis on Jul 23, 2019 9:14:55 AM

All councils do things. The same things, over and over again. What things? Well, they all:

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

Think Differently - Location, Location, Location

Posted by Andrew Cope on Jul 5, 2019 4:02:06 PM

During the inaugural eDesigner (IEG4’s online forms builder) hackathon, one of the things that was heavily voted for by our users was the ability for citizens to report issues on a map. Indeed, by the end of the day we had a prototype created. As they say, location matters, and we felt this was an important function to add to eDesigner as a part of the personalisation strategy we have in our digital services. That is to say, the new Map functionality within eDesigner is very smart, but it is just one element of our strategy to provide personalisation around a user’s location - more on this in a future blog post.

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Topics: digital local government, digital transformation, lgaap, personalisation, service design

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