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VisionWare Multiple Aspects of Single Citizen View for Local Authorities.

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Presentation on theme: "VisionWare Multiple Aspects of Single Citizen View for Local Authorities."— Presentation transcript:

1 VisionWare Multiple Aspects of Single Citizen View for Local Authorities

2 Presenter Andrew Clough UK Public Sector Director My Objective is: To show how a Single Citizen View can support Digital programs of many different types

3 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

4 Single Citizen View Customer Data Integration Single Customer View Local Government Tell us Once Social Care Right 1 st Time Channel Shift Digital by Default Customer Service Troubled Families Fraud & Debt Data share and Data Hub Golden Record

5 Real Life Identification Electoral Role Name: Mark Richie Address: Lowlands Farm Holdings Poole Road BH2 4LN Electoral Role Name: Mark Ritchie Address: Leyland Farm Holdings Poole BH2 4LN CTax Name: Marcus Ritchie Address: Lowlands Farm Regent Lane Poole DWP Name: Marc Richy Address: Leyland Farm PooleDorset Name: Marcus Ritchie Aliases: Mark Ritchie, Marc Richy Lowlands Farm Holdings Regent Lane Poole Road Dorset BH2 4LN MultiVue / CRM

6 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

7 Case Study (December 2013) Council TaxElectoral Register External System Libraries Council Tax (112,000) 1,87186,1297,23717,779 Electoral Register (120,000) 6,1558,49016,121 External System (22,000) 3,9984,998 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

8 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.”

9 Local Authority Clients Borough of Telford & Wrekin Bury Metropolitan Borough Council Cheshire East Council Cheshire West and Chester Council City of Wakefield Metropolitan District Council City of Westminster Dumfries & Galloway Council East Renfrewshire Council East Riding of Yorkshire Council Inverclyde Council Knowsley Metropolitan Borough Council Leicester City Council North East Lincolnshire Council North Lanarkshire Council Nottingham City Council Portsmouth City Council Renfrewshire Council Hertfordshire County Council Peterborough County Council Scottish Borders Surrey County Council Warwickshire County Council West Dunbartonshire Council West Lothian Council West Sussex County Council Lambeth Primary Care Trust NHS Lanarkshire NHS Lanarkshire - Acute Services Division NHS Lanarkshire - North Community Health Partnership NHS Lanarkshire - South Community Health Partnership Wakefield Council: Reduce call handling times by 40%. West Lothian Council: Saves £3m annually with more effective Social Care.

10 London Clients City of London Corporation City of Westminster LB of Croydon LB of Enfield LB of Hammersmith & Fulham LB of Lambeth LB of Newham LB of Redbridge LB of Sutton LB of Tower Hamlets LB of Waltham Forest LB 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

11 Independent View

12 Questions, Answers, Discussion?

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