VisionWare

Multiple Aspects of Single Citizen View for Local Authorities

Presenter

Andrew CloughUK Public Sector Director

Andrew.clough@visionware.com

My Objective is:

To show how a Single Citizen View can support

Digital programs of many different types

VisionWare• UK SME

• Digital Enabler• Data governance• Cost reduction• Efficiency & effectiveness• Data sharing• Re-use

• Public Sector Focussed• Over 50 Local Authority clients• 100% Microsoft Technology

• MultiVue

Single Citizen View• Customer Data Integration• Single Customer View• Local Government

• Tell us Once• Social Care• Right 1st Time• Channel Shift• Digital by Default• Customer Service• Troubled Families• Fraud & Debt• Data share and Data Hub

• Golden Record

Real Life Identification

Electoral RoleName: Mark Richie

Address: Lowlands Farm Holdings

Poole RoadBH2 4LN

Electoral Role

Name: Mark RitchieAddress:

Leyland Farm HoldingsPoole

BH2 4LN

CTaxName: Marcus Ritchie

Address: Lowlands Farm

Regent LanePoole

DWP

Name: Marc RichyAddress:

Leyland FarmPoole

Dorset

Name: Marcus RitchieAliases: Mark Ritchie, Marc Richy

Lowlands Farm HoldingsRegent LanePoole Road

Dorset BH2 4LN

MultiVue / CRM

Why Local Government Use It?• Underpin Digital by Default programs • Data Quality

• Duplicate Information• Lack of a Single View

• Integration and Information Sharing issues• Lack of joined up systems or working• Need for efficiency improvements• Multiple agency data• Desire not to miss events

• Personalisation of Services• Improve Citizen Service across agencies• Manage life events• Better interventions• Accurate interventions

Case Study (December 2013)

Council Tax Electoral Register

External System

Libraries

Council Tax (112,000) 1,871 86,129 7,237 17,779

Electoral Register (120,000) 6,155 8,490 16,121

External System (22,000) 3,998 4,998

Libraries (96,000) 2,659

• What this might mean• Compared to others• Impact of duplicates in Electoral Register• Accurate Business Information• Cost• Quality of Service• Reputation

Additional Business Insight• Citizen

• Remove Duplication• Relationships• Report• Feed other systems• Share

“The solution will provide us with an extremely flexible product that not only addresses our initial requirements, but will also allow us to build upon this in the future.”

Local Authority ClientsBorough of Telford & WrekinBury Metropolitan Borough CouncilCheshire East CouncilCheshire West and Chester CouncilCity of Wakefield Metropolitan District CouncilCity of WestminsterDumfries & Galloway CouncilEast Renfrewshire CouncilEast Riding of Yorkshire CouncilInverclyde CouncilKnowsley Metropolitan Borough CouncilLeicester City CouncilNorth East Lincolnshire CouncilNorth Lanarkshire CouncilNottingham City CouncilPortsmouth City CouncilRenfrewshire CouncilHertfordshire County CouncilPeterborough County CouncilScottish BordersSurrey County CouncilWarwickshire County CouncilWest Dunbartonshire CouncilWest Lothian CouncilWest Sussex County Council

Lambeth Primary Care TrustNHS LanarkshireNHS Lanarkshire - Acute Services DivisionNHS Lanarkshire - North Community Health PartnershipNHS Lanarkshire - South Community Health Partnership

Wakefield Council: Reduce call handling times by 40%.

West Lothian Council: Saves £3m annually with more effective Social Care.

London Clients

City of London CorporationCity of WestminsterLB of CroydonLB of EnfieldLB of Hammersmith & FulhamLB of LambethLB of NewhamLB of RedbridgeLB of Sutton LB of Tower HamletsLB of Waltham ForestLB of Havering

"Customer interactions cost us in the order of £15 for a face-to-face contact, £2.50 for a telephone call, and 20p for a self-service Web transaction. By unifying data from our disparate systems, MultiVue helps us save significant sums by achieving first contact resolution of 95% of customers service requests.“

Geoff Connell, Deputy Head of ICT, The London Borough of Newham

Independent View

Questions, Answers, Discussion?

andrew.clough@visionware.com