Ealing uses framework for customer platform revamp

Written by Colin Marrs on 1 April 2014 in News

London Borough of Ealing has selected supplier Agilisys to deliver a new customer self-service platform.

The firm has been given a contract for an initial three years to provide a single sign-up process for customers, allowing them to access services from a single online space without having to sign-on multiple times.

Ealing saved an estimated £300,000 in procurement costs by appointing the firm through a pan-London framework established by London Borough of Wandsworth last year.

Yvonne Johnson, cabinet member for finance & performance at the council said: “We are committed to delivering value for money for residents and the new customer portal is an excellent way to improve online services and reduce the council’s costs.  

“By giving our residents their own personal account they will be able to access all the council’s online services in one place and see everything relevant to them in ‘real-time’ from planning applications in their street to their council tax balance.”

The platform will be rolled out incrementally, beginning with council tax, housing benefits, landlord services and street services, with more services to be added in later phases.

Agilysis said the solution also provides an opportunity to replace some back office systems, which could result in additional savings / cost avoidance in the future.

The implementation will also include integration with Agilisys Engage personalisation software, which is currently being used by local authorities across the UK to anonymously profile more than 5 million digital customer journeys each month.

Nigel Muirhead, Agilisys director of products, said: “Ealing’s use of the Wandsworth pan-London framework further validates this as a valuable option for authorities who wish to implement citizen self-service portals in a cost-effective way.”

Last week, Wandsworth announced that it had appointed Agilisys through the framework for a period of four years to provide similar services.


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