Helping organisations deliver better services at a lower cost through channel shift

Brett Husbands

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Top Stories by Brett Husbands

Burnley Borough Council has deployed Firmstep's Customer Experience Platform to replace its Northgate CRM and Jadu web content management systems, enabling the Council to make a significant percentage reduction on software licensing and support costs in the 2013-14 financial year, and ongoing annual savings. The Council is also using the Firmstep Platform to drive channel shift by offering a growing range of online services through its Your Burnley self-service portal, which gives residents a secure, easy-to-use method for accessing local services, personal information and transactions from PCs and mobile devices. The Council wanted to replace the multiple legacy systems currently used for managing services and resident transactions with an integrated solution from a single provider where possible, to reduce its IT costs and to support a consistent approach to onl... (more)

Isle of Man Government Enhances Citizen Interaction Using Firmstep

The Isle of Man Government is improving its engagement with citizens and boosting efficiency in its internal operations using AchieveForms, the intelligent Web forms solution from Firmstep. The forms are a key element in the Government’s online services programme, which aims to make as many services as possible available from its website to improve access for citizens, while reducing administration costs and processing times. AchieveForms enables the Government to streamline processes for popular services, allowing customers to apply for or request services, as well as comment ... (more)

DfE Meets Government’s Digital by Default Service Standard

The Department for Education (DfE) is enhancing the way it delivers services, and realising internal operational efficiencies in line with the Government Digital Strategy for online services, using solutions from Firmstep. The DfE is redesigning its services to meet the Government’s Digital by Default Service Standard, using the AchieveForms intelligent online forms solution to streamline processes for key services including schools’ applications for academy status, funding and Risk Protection Arrangements. The DfE has also used Firmstep’s Self suite to build a services portal tha... (more)

‘SWITCH’ – a Programme for Change

As people increasingly use the internet to shop and bank, it’s no surprise there is a growing appetite for online Council services too. Citizens want to be able to use online channels to pay council bills, order services and access information. The demand for a better digital environment isn’t restricted to residents – for councils like ours, developments in technology can deliver internal efficiencies, not only in front and back office operations but also in opening up the potential for greater agile working. Like most local authorities, Scarborough Borough Council wants to be ... (more)