"Our approach", says Mark Robinson, Head of Communications "has been that the right technology will provide opportunities and the right culture among our staff will make the most of them." "Now at the halfway point, we are getting ready to start to deliver that change. To date we have used IEG funding to improve our infrastructure. We've increased our network speed, developed the robustness of our systems and put in place the foundations for electronic transactions."
"Over the next 18 months our attention will move to delivery in customer-focused areas. Projects are in place to deliver online theatre booking, take financial payments via our website, ICT access for children through our Play Service and, through our largest single project, the launch of a new customer Contact Centre."
"The Contact Centre will, for the first time, bring together a wide range of customer facing services into a single point of contact. The technology that sits behind our staff will enable them to become agents for our customers, rather than the traditional view of agents of the council."
"Our work with public sector partners is delivering real results. We have a standard approach to the use of e-forms across local authorities in West Sussex. And through the West Sussex Accessible Services Partnership, we are using the i-Man taxonomy to provide a consistent classification of all the electronic data we hold."
"A new website is being built using an integrated content and document management system that will allow us to deliver online transactions using our financial management system and open wider public access to Council information."
"There is still a huge amount of work to do but we are on target to achieve our IEG objectives by 2005."
Read Crawley Borough Council's IEG3 submission.
Quelle: PublicTechnology, 26.11.2003
