Basingstoke undertakes digital platform overhaul

Basingstoke and Deane Borough Council is looking to overhaul its customer facing and back office digital platforms to enable it go “digital by default”.

The authority has launched a tender seeking suppliers for the new digital platform, as well as analytics tools to help the council understand users better.

In a statement, the council said: “The council wishes to provide citizens, businesses and officers of the council with first class ‘digital by default’ services, accessible by all, which embrace the highest standards of customer service, enhancing the council’s current capabilities.

“The systems the council wants to replace are the CRM and the customer self-service portal with a digital platform, which is to be enhanced by master data management using data from line of business systems.”

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The council said that the new platform would sit at the heart of its business and system architecture.

It also wants to use multiple data sources and increase efficiency with system integration providing automatic updates of data across multiple systems.

The council’s IT strategy, which covers the years 2013 to 2017, includes effective information technology and digital channel shift among its key goals.

It says: “The provision of technology that is dependable and appropriate to council needs will enable staff and members to access the information and systems needed to do their work securely and reliably.

“It will bring benefits for residents and business through the delivery of the website and other electronic channels which will give them access to information and the ability to communicate with the council on a 24/7 basis.

“This will allow all these customers to carry out necessary transactions at a time that is convenient for them.”

The closing date for responses to the tender is 4 July.

Colin Marrs

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