Research: Self serve systems largely a mirage

Written by Colin Marrs on 31 July 2015 in News
News

The vast majority of councils’ digital self serve systems are window dressing, with citizens paying for staff to rekey data they have already provided online, according to a new report.

A survey of local authority staff by supplier NDL software found that 44% of councils pay staff to rekey more than half the data entered in systems dubbed “self serve”.

It said that the issue is costing councils an average of £100,000 a year.

Declan Grogan, managing director of NDL Software, said: “Sadly the vast majority of organisations have only implemented in sparsely selected areas and most are papering over the cracks by using manual labour to present allegedly end-to-end ‘digital services’.

“There has been a good deal of noise in political areas which has created an impression of activity, when the truth is that savings have simply not been achieved.”


Related content

Auditor slams council’s CRM implementation
Top 6 challenges of channel shift — and how to tackle them


The report said that in most contact centres, requests are being recorded on a CRM system before being passed to departments for manual entry onto other systems.

Often, citizens have to be contacted again because staff can’t deal with the service request at the first opportunity, Grogan said.

In addition, the manual reprocessing of citizen data leads to data errors creeping in, and mean that data insights needed to improve services are not immediately available, he said.

More than a quarter of councils are taking a departmental, rather than a corporate approach to e-forms, the research found.

“Sometimes they are forced down this path by individual back-office systems which have integral e-form packages,” the report said.

Senior management often have little idea of how their digital services work, and are under the mistaken impression that their digital services have transformed back office operations, the report said.

“Perhaps the most worrying part of the general picture is that those responsible for designing the service delivery structures of the future are either unaware of, or unwilling to face, an overarching integration problem,” the report said.

And it said failure to address the issue would hamper efforts to effectively share services with other organisations.

NDL’s survey also found many instances of councils implementing technology for its own sake, without a clear business case, such as the acquisition of tablets and mobiles.

Share this page

Tags

CONTRIBUTIONS FROM READERS

Please login to post a comment or register for a free account.

Related Articles

Related Sponsored Articles

Avoid Infrastructure Paralysis: Six benefits of moving legacy Oracle workloads to the cloud
6 April 2021

There are many reasons to keep your Oracle workloads running on local servers. But there are even more reasons to move them to the cloud as part of a wider digital transition strategy. Six Degrees...

Human Centric Process Management: The common base for digital transformation, cost savings, compliance and agility
11 March 2021

Engage Process explains how to ensure that process remains at the heart of your management programs - and how to keep undue pressure from those processes 

Embracing Cloud in 2021: Overcome Challenges and Embrace Opportunity
8 March 2021

Cloud technology has enabled UK public sector organisations to deliver essential citizen services even in these most challenging of operating landscapes. According to Six Degrees, 2021 is the year...

The rapid, low-risk cloud transition solution for Oracle customers
1 March 2021

Jointly, Equinix and Cintra enable organisations with mission-critical Oracle workloads to accelerate their journey to cloud, while minimising transition risks - here's how