Simplifying e-Governance through a Single View of Citizen Services

The interaction between governments and citizens is fast-changing. People now want their government to offer the same level of ease and simplicity they get from their favorite commercial brands. To meet these expectations, local officials need to unify legacy and siloed back-office systems to facilitate a centralized view of public services.

IEG4 makes this happen with its cloud-based e-governance solutions.

Using its API integration framework, IEG4 combines data from multiple databases of legacy back-office applications and systems in public offices to deliver a single view of services. Council officers can access all citizen interactions, and citizens can monitor the status of their requests, all in one place. With the comprehensive solution from IEG4, councils can simplify the delivery of services without exceeding their budget or resources.

“By enabling the council websites to offer hyper-personalized login and data access for the citizens, IEG4 yields substantial cost-savings, improves citizen engagement, and promotes the overall image of the public office,” says Paul Tomlinson, managing director of IEG4.

The effort needed to deliver services, whether that is giving out simple information around refuse collection scheduling or carrying out complex benefit transactions, has decreased tremendously with IEG4’s solution. Citizens can now access forms built in-house by councils whilst also tracking and monitoring the progress of other services available to them.

IEG4’s solutions ensure substantial savings in cost and time for both sides. Over 30 percent of telephone calls received by councils relate to checking the progress of a request, and 41 percent of transactions made are during office hours. IEG4 is changing this status quo by providing citizens the convenience to access all departments from wherever and whenever they want. Through the self-service model offered by IEG4’s OneVu solution, citizens can transact with the council at their convenience.

OneVu enables a single digital window into the council, through which the citizens can access and track the progress of their forms and receive personalized answers to their queries. With just one login, users can submit and monitor the progress of more than 300 pan-council services. Consequently, OneVu substantially reduces telephone calls and face-to-face contact while enhancing the user experience.

Councils can enhance internal collaboration and develop better public services with IEG4’s Local Government as a Platform (LGaaP). Local authorities can create forms that other councils can access and use. This is made possible through eDesigner, which allows councils to build mobile-responsive online forms. It aids non-technical staff in developing e-forms that deal with the simplest to the most complex of council-provided services without coding. Through collaboration and sharing e-forms with other councils through LGaaP, public bodies can facilitate knowledge transfer.

By enabling the council websites to offer hyper-personalised login and data access for the citizens, IEG4 yields substantial cost-savings, improves citizen engagement, and promotes the overall image of the public office

IEG4 brings efficiencies to the Blue Badge administrative process, as witnessed in the case of Kent County Council. Every month, the council received in excess of 2,000 applications, so it sought a solution to reduce the application processing time. IEG4’s digital Blue Badge platform came to the rescue with its automated and integrated solution. The end-to-end digital solution helped Kent manage the Blue Badge processing more efficiently and provide a seamless experience to its citizens.

IEG4 has served many clients in the UK, including the London Boroughs of Lambeth and Southwark. By choosing IEG4 as their service transformation partner, these councils were able to provide their citizens with 24/7 access to council services.

Creating a happy and positive work culture can go a long way in the overall growth of an organization, and IEG4 understands this better than anyone else. Since its inception in 2006, it has taken an employee-centred model, resulting in very low attrition rates. Moving forward, IEG4 aspires to continue creating simple and effective digital solutions to aid the public sector in meeting the evolving requirements of citizens.