Digital expert case studies

Blackpool Council: Channel shift
Developing fully integrated processes for reporting missed bin collection.

Breckland and South Holland Councils' online 'book and pay'
Developing a common online ‘book and pay' facility across a range of services that residents can access via different devices, as well as at council offices on a self-service basis or with assisted support.

Cannock Chase and Stafford Borough Councils
Establishing new e-forms or converting existing e-forms to make them compatible with a smartphone browser through the MyCouncilServices mobile working system.

Christchurch and East Dorset: Online licencing project
Introducing a solution that would offer customers full online functionality to apply and pay for licences.

Dorset County and Districts: Digital renewal
Implementing the latest digital design principles and building a modern, cost-effective web platform for both today's and tomorrow's customers, re-using GDS code.

Dorset: Local Resilience Forum
When a major incident occurs, for example a flood or terrorist attack, a range of public and private sector organizations in the locations affected, must work together in order to protect human life, support the continuity of everyday activity, restore disrupted services and uphold the rule of the law. So the LRF introduced an automated call cascade system that would assist the partners to communicate effectively, before, during and after a major incident.

Dacorum Borough Council: Channel shift
Conducting research into the initiatives and actions that bring about channel shift and their effectiveness.

East Dorset and Christchurch: Online licencing project
Introducing a solution that would offer customers full online functionality to apply and pay for licences.

Essex County Council - Living well
Further developing the Adult Services' information, advice guidance and advocacy website to ensure that it is user-friendly on mobile devices.

Fylde, Preston and Lancaster and single sign-on portal 
Creating a ‘digital contact centre', with a single sign-on, giving residents access to relevant information and services via a self-service ‘one-stop-shop' portal.

Gloucester City Council: Digital App
Gloucester City Council developed and implemented a ‘My Council / Report it' App for anyone who wanted to use mobile technology to notify the council about a range of issues.

Lancaster, Preston and Fylde and single sign-on portal 
Creating a ‘digital contact centre', with a single sign-on, giving residents access to relevant information and services via a self-service ‘one-stop-shop' portal.

Luton Borough Council's digital e-bundling system report
Luton Borough Council introduced an e-bundling system so that the large volume of documents presented to Magistrates and County Courts could be handled electronically rather than on pape.

Milton Keynes Digital Champion Project
Milton Keynes developed a network of volunteer Digital Champions to help residents gain the necessary skills and confidence to operate in an increasingly online world.

Newcastle City Council agile project management 
Significantly enhancing the council's skills and capacity in agile project management.

Newcastle-under-Lyme: Customer Self-Service Portal for Council Tax
Procuring a customer self-service portal for council tax and business rates.

North Warwickshire Borough Council and Nuneaton and Bedworth Borough Council: Connected Customers' project
North Warwickshire Borough Council (NWBC) and Nuneaton and Bedworth Borough Council (NBBC) have worked together to launch a new, jointly hosted website that is mobile friendly and has a responsive design. The online forms utilised by the councils were also reviewed and streamlined and other services, such as webchat, were investigated.

Nottingham City Council: Nottingham Speech Recognition Project
In order to reduce costs Nottingham City Council has introduced Speech Recognition Automated Agents (SRAA). This system automatically answers a phone call and uses speech recognition software to interpret and respond to a caller's request.

Preston, Fylde and Lancaster and single sign-on portal 
Creating a ‘digital contact centre', with a single sign-on, giving residents access to relevant information and services via a self-service ‘one-stop-shop' portal.

Reading Borough Council: Get Online Reading
Developing and recruiting to a digital volunteering scheme to provide support to Reading residents who need help with using public access IT.

Redcar & Cleveland Borough Council live web chat
Procuring a live web chat facility as part of the council's approach to assisted digital and supported self-service.

Solihull online self-service project
Introducing next-generation, integrated online self-service e-payments, e-forms and digital booking systems for a range of front-line services. Procuring a live web chat facility as part of the council's approach to assisted digital and supported self-service.

Southampton City Council
Developing and setting up Live web chat to support customer self-serve. 

Staffordshire County Council: MyStaffsApp
Integrating back office systems to make them compatible with the Ombiel government mobile app to allow key transactional services to be made available on the mobile app.

Stockton-on-Tees Borough Council volunteering
Promote a range of online preventative services using mobile technology to engage with over 50s.

Test Valley Council
Procuring and implementing the Northgate Citizen Access tool which will allow residents to transact with the Council online.

Tri-borough adult social care app
Enhancing the Framework mobile application used by Adult Social Care teams across the three councils to allow users to add and amend case notes and view case documents while out of office.

Wirral Council: Improving the Wirral Website
Wirral Council has controlled costs and improved services by modernising its online offer – in particular by making its website more mobile friendly.

Wyre Council - integrated e-forms
Procuring Council Tax E-form software and training a number of Council officers to be digital champions who will spend time encouraging and teaching residents to use the internet and digital applications.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Digital experts case studies: A-Z by council 

The Digital Experts programme: An interim evaluation

This report presents an interim evaluation of the Local Government Association's (LGA) Digital Experts programme. The programme was established in March 2015 when, following a comprehensive bidding and assessment process, the LGA agreed to fund 27 projects involving 42 councils.

3 February 2017

The Digital Experts programme: An interim evaluation

This report presents an interim evaluation of the Local Government Association's (LGA) Digital Experts programme. The programme was established in March 2015 when, following a comprehensive bidding and assessment process, the LGA agreed to fund 27 projects involving 42 councils.