* Create and deliver a business case for digital transformation and improved CRM-based online services with South Ayrshire Council and GOSS Interactive.
* Emerging Technology – Transforming Services and Sharing our Processes
Create and deliver a business case for digital transformation and improved CRM-based online services with South Ayrshire Council and GOSS Interactive
Stewart McCall, Service Lead – ICT Enterprise Architecture, South Ayrshire Council and Simon Smith, Sales Director and Andy Orchard, Head of Account Management, GOSS Interactive
During this session GOSS and Scottish unitary authority South Ayrshire Council explored ways in which your organisation can rapidly deliver focussed and easy to use CRM-based customer services. South Ayrshire explained how they managed to gain corporate buy-in to enable them to start moving more services online in order to keep their customers better informed and engaged, reduce costs and improve efficiencies.
Using the GOSS Digital Platform solution, South Ayrshire Council demonstrated how they have managed to utilise the platform as a CRM replacement solution, and also present key insight to their future digital and online plans.
Emerging Technology – Transforming Services and Sharing our Processes
Sarah Talbot, Head of Emerging Technology, Swindon Borough Council & Jillur Quddus, Lead Data Scientist, Methods
Swindon Borough Council, talked about how the Council uses Emerging Technology to help improve efficiencies for its management of processes and online service delivery.
Swindon Borough Council, with the support of Methods, and using Jadu as the main platform for citizen engagement, have developed a ground-breaking pothole detection system that uses object detection and machine learning to enable streamlined and channel-agnostic reporting of street issues, combined with advanced data visualisation to predict issues and expedite fulfilment.
The Council also covered how they utilised Emerging Technology during the COVID-19 pandemic to support other vital services including a ‘Free School Meals Service’ and ‘Food and Medicine Delivery Service’. Swindon saw a 2000% increase in applications for Free School Meals. Despite the increase, the Council saw huge results, including reducing a process that previously took 583 hours per month to 9.6 hours per month, without the need to increase staff or re-allocate resources – totalling a 98.3% efficiency increase.
All of these processes can be reused by you, improving efficiencies even more across Local Government.
Sarah has kindly provided Swindon’s Proof of Concept process and says
“Our Proof of concept (PoC) projects are ‘fail or win fast’ demonstrations of solving business problems using new technologies. They have practical potential for delivering capabilities that will increase efficiency and/or bring about additional positive service impacts that have extensibility across the business; they’re intended to be small and not necessarily a completed solution. The PoC allows us to trial and evidence a concept before allocating any significant investment and resources – we’re proving (or not) that it’s worth it. PoC’s themselves are not designed to return investment but do track progress against key measures which will demonstrate whether and when RoI would be achieved alongside other benefit opportunities. “