VisionWare
Multiple Aspects of Single Citizen View for Local Authorities
Presenter
Andrew CloughUK Public Sector Director
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?
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