Wednesday 17 October 2007

Hammersmith and Fulham Wins 2007 Local Government IT Excellence Awards

The London Borough of Hammersmith and Fulham's customer access strategy has won the 12th annual Local Government IT Excellence Awards.

The strategy stood out for the judges because of its commitment to use technology to deliver beneficial and lasting change for the whole community.

The customer access strategy uses existing data to build a sophisticated model of customers and their service access profiles within the borough. Based on this modelling the council is able to: prioritise its work on the basis of customer value and impact improve service quality, cut costs further and systematically tackle the root causes of customer dissatisfaction.

The awards, which are organised by Intellect, SOCITM and SOLACE and sponsored by Ericom, highlight the use of best practice in local government and how IT has been used both effectively and innovatively to deliver best value public services.

Presenting the award, Charles Ward, chief operating officer of Intellect and chair of the judging panel, commented, "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."

Greg Hands, MP for Hammersmith and Fulham, congratulated the winners saying, "In choosing Hammersmith and Fulham as the winner, the judges are showing that the borough's understanding of its customers is second to none.

"These awards underline the key role IT plays in the successful delivery of local government services.   And as a resident of the borough myself I truly appreciate the benefits that the customer access strategy brings to all of us who live here."

Ian Platt, managing director of sponsor Ericom Software, commented, "The London Borough of Hammersmith and Fulham is a well deserved winner of the Local Government IT Excellence Awards. As a leading supplier of secure remote access, their strategy for customer access demonstrates the real value that IT can make in understanding customers and delivering solutions that really meet their needs."

The results of the awards were announced at the Socitm annual conference in Belfast this week.

The other entrants commended for their individual successes and contributions were:

Runner Up - North Lanarkshire Council: MySWIS - Mobile Single Shared Assessment

The mySWIS Mobile Assessment is a tool that allows full Single Shared Assessments to be undertaken by staff from North Lanarkshire Council and partner agencies whilst in a client's home or hospital ward using mobile technology. The resulting time efficiency benefits have enabled the provision of clients' homecare services to be initiated at shorter intervals, while increasing the time front-line staff are able to spend with clients. The judging panel was particularly impressed with both the project's dedication to improving customer service and the joined up working of the team which delivered the solution, and they applauded the clear and demonstrable benefits that have resulted since its implementation.

Highly Commended - Derbyshire County Council: Picture the Past

This unique partnership between libraries and museums in four local authorities, Derbyshire, Derby, Nottinghamshire and Nottingham, provides free access to thousands of historic images which reflect the development of local communities across the region. This innovative project utilises technology to offer a valuable resource for teachers, students, researchers, and the general public at large. The judges were impressed with both the originality of the solution, and its potential for expansion and emulation, and they commended the project team's commitment to utilise technology in order to preserve the region's heritage

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