In the summer of 2014, a ground-breaking thing happened.
"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.
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.
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.
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.
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.
Industry voice: Transformation is about continual change, and needs versatile, flexible digital tools to deliver over the long term, writes John Jervis at IEG4
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.
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.