Selected as a finalist for the DTI Sunday Times’ National ICT Innovators Award for eGovernment, the council is entitled to use the coveted National eCommerce Award logo on their website.
The judges looked at the council’s use of the internet in providing information and delivering excellent customer service.
Andrew Moulton, Wokingham District Council’s corporate head of IS/IT, said: "Rather than be reactive we have taken a proactive approach to meeting the requirements of the Freedom of Information Act and increasing levels of customer service.
"We encourage feedback and this enables us to further enhance our services.”
Examples of how the council uses ICT to improve customer service include an information catalogue system with a search facility that allows the user to find information online at any hour of the day or night.
An online tracker ensures that requests are dealt with in a timely manner. And the council uses a message alert engine to monitor workflow in tracking requests for information which can be applied elsewhere.
Councillor Philip Mirfin, the council’s ICT champion, said: “I am delighted that the work of the council’s IT service unit and its partners AXLR8 and Digica has been recognised in this way.
"The improvements seen in customer care are the first of a series ongoing changes that will be made in the months to come to benefit the whole of the local community.”
AXLR8, a Crowthorne software company, developed the information catalogue with search facility as a Freedom of Information Pathfinder project led by Arun District Council and are delighted to have played a part in Wokingham’s success.
“The staff at Wokingham were heavily involved in testing the product and, particularly with the request tracker, much of the feedback given was actually incorporated as enhancements which have helped other authorities,” said Rick Marengo from AXLR8.
Autor: Jon Land
Quelle: 24dash, 24.10.2005
