Many IT services have undergone major cuts and restructuring in recent months, often resulting in the loss of some of the best people, and of the source of much of the detailed knowledge that helps to make the ICT service perform.

‘Digital by default’ is public policy and a key response to the need for austerity. More and more service users expect it, but it requires two conditions for a successful implementation. First: get the supply side right. In other words, optimise the online customer experience. Second: tackle the demand side – promote and encourage the use of the online offering. This Briefing focuses on the first part of the equation.

Making processes fit for purpose in the council of the future is not easy, but we have developed a highly structured approach which ensures that we take account of all the factors:

We have the skills and the tools to help you achieve a website that delivers for your council - that is a website that gives real value in terms of the services it delivers to your customers and the savings it makes for the council. We cover all that is needed, summarised below:

Most processes in councils have developed over the years for delivery by traditional means - by members of staff, using paper-based systems to deliver a service. These are inefficient and out-dated, error-prone, and not customer-friendly. They have no place in the council of the future.

For many councils, integrating the website with the back-office systems can be seen as complicated and expensive - in some cases giving rise to estimated costs of £1 million of more - but it doesn't need to be complicated or expensive.

For a step by step guide, click on the diagram to see more detail

Self Service is one of the most effective ways to achieve year on year budget savings and improved customer satisfaction. Doing it badly, however – offering inappropriate self-service options, for example, or failing to understand how customers will use the website – represents a major waste of resources and turns customers away.

"Single, corporate-wide Customer Relationship Management System, possibly shared with partners, in full use for all customer transactions via all channels"