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Camden Council integrates business processes for better citizen service

Posted by Gary Flood on Thu, 11/03/2010 - 09:01
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Camden Council in London has used ICT to combine three of its most used services into one merged operation it says has reduced costs by 80% and will cut resident enquiry time by up to two-thirds.

The team used the JBoss Enterprise Data Services software from open source stalwart Red Hat Consulting to bring together five back end systems and databases for its planning, license, and enforcement functions plus brought the three teams together into one to boost efficiency.
 
“These are three of the most used services a Camden resident will deal with – from researching planning permission to applying for say a licence to open a new cafe or to check their status if there are any legal issues with the above,” Francois Mounier, Integration and Development Manager, Camden Corporate ICT, told PublicTechnology.Net.
 
Camden sees the operation as part of an ongoing drive to deliver what it dubs “a more streamlined citizen data solution”. 
 
The new contact centre offers staff one log-in instead of multiple searches to answer a query to produce a quicker and more in-depth service, or in Mounier's words use “a single view of the citizen” to deliver more value.
 
“This is a very cost-effective solution,” he added.
 
The data services software used was previously called MetaMatrix and was acquired by Red Hat in 2007.
 
Camden spans an area of 22 km2 of inner London and delivers almost 600 different services to nearly 228,000 residents.