The London Borough of Hammersmith and Fulham has won the annual Local Government IT Excellence Award for its customer access strategy.
The awards, jointly organised by IT suppliers body Intellect, The Society of IT Management (Socitm) and the Society of Local Authority Chief Executives (Solace), and sponsored by application access firm Ericom, are aimed at highlighting the effective and innovative use of IT to deliver best-value public services.
Hammersmith’s customer access strategy uses data about local people’s access to services to build a sophisticated model based on customer profiles. The council can use the model to prioritise its work on the basis of its value to and impact on local people, as well as systematically tackling the root causes of customer dissatisfaction, improving service quality and cutting costs.
Intellect chief operating officer Charles Ward, who chaired the judging panel, said: “The customer access strategy is a fantastic example of how IT can be used to help local authorities better understand their customers’ needs and expectations. The solution has enabled the borough to develop a long-term strategy of personalising service provision, and is an excellent example of transformational government in action.”
North Lanarkshire council’s MySWIS mobile single shared assessment system took the runner up spot at the awards announced at the Socitm annual conference in Belfast. MySWIS is a tool that allows staff from North Lanarkshire council and its partner agencies to carry out a single assessment of the needs of people using health or social services, which can then be shared by the different agencies. The mobile technology allows the assessment to be carried out in the client’s home or in a hospital ward, making it quicker to organise support such as homecare services and maximising the time that frontline staff can spend with clients.
Derbyshire county council was highly commended for its Picture the Past partnership between libraries and museums in four east Midlands local authorities. The scheme provides free access to thousands of historic images to people in Derbyshire, Nottinghamshire and the cities of Derby and Nottingham.