Borough’s Citizen portal cuts costs, improves services

As a leader in public sector IT, the London Borough of Newham wanted to improve its service delivery and digital engagement with citizens, while reducing costs. By sharing services with the neighboring local authority of Havering, Newham is pioneering a transformation in both councils using a trio of technologies from Council member Microsoft – Dynamics CRM, SharePoint Server and BizTalk Server.

Its online portal service, which is available to every resident, will encourage more people to conduct transactions online rather than at council offices. With reusable technology, the platform will contribute to Newham and Havering’s target of more than £11 million cashable savings between them, without cutting front-line services.

The council is starting with its most used citizen services in initiating greater digital engagement with residents. These include service requests for waste bins and recycling, parking enforcement and revenues and benefits.

Potential exists for other authorities – including the London Borough of Waltham Forest – to join them, further improving efficiency and providing high-quality customer service.

Associated Company: 
Readiness Guide Chapter: