IEG4 Insights

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.

Read More

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.

Read More

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

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. 

Read More

Topics: digital local government, benefits, digital transformation, software, revenues, service design, channel shift

GOV.UK Notify — Noteworthy?

Posted by Phil Cartmell on Sep 10, 2019 12:51:27 PM

The Government Digital Service (GDS) GOV.UK Notify service has come on leaps and bounds in recent months, and an ever increasing number of public services are using it for the delivery of email, SMS, and traditional letters.

Read More

Topics: digital transformation, software, channel shift, GOV.UK Pay, GOV.UK Notify

Blue Badge Administration - Bespoke Solutions from Standard Software

Posted by Marcus Devaney on Aug 29, 2019 5:00:44 PM

In this series of blogs, Marcus Devaney looks at recent developments in Blue Badge processing and covers how IEG4’s revolutionary digital Blue Badge solution, as implemented in Kent County Council and Surrey County Council, supports individual organisational approaches to Blue Badge administration and puts them in control of continuous improvement.  IEG4’s solution for Blue Badge delivers superior customer service and helps councils save money. 

Read More

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

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:

Read More

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

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.

 

Read More

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.

Read More

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.

Read More

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.

Read More

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

Insights. Information. Innovation.

We don’t want you to miss out.

Sharing our thoughts, insights, experience and knowledge is what we do and we want you to be part of it.  We also want to hear what you have to share. 

Through our insights we hope to:

  • Keep you updated
  • Keep you interested

Subscribe Here!