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Local Digital Campaign

Thursday 26 September 2013Author: Mel Poluck

City of Edinburgh Council to replace myriad legacy systems for 'one version of the truth'

Screenshot of ConfirmOnDemand software as used by City of Edinburgh CouncilCity of Edinburgh Council is to implement software allowing staff access to a single repository of cross-departmental city asset management data, replacing outdated technology, reducing costs and creating a 20% increase in channel shift by 2015.

ConfirmOnDemand from customer communications company Pitney Bowes, will allow remote and office-based staff from the council's Waste Services, Open Space Maintenance, Parks and Green Spaces and Transport departments access to current, historical and financial information.

Council field workers will be issued with mobile devices to record their work and report issues such as environmental crime, broken street lights and potholes directly on to the system.

The workflow management software will also enable residents to report local issues, with reports channelled automatically to the appropriate department for repairs, and to receive progress updates. If a customer phones the council, they are routed to the most appropriate call handler who can log the problem directly on to the system and provide a repair time there and then. Residents can also access outstanding and archived problems on the software's shared digital map.

Edinburgh's Head of Service and Environment, David Lyon gave a "prudent estimate" of £1 million savings from ConfirmOnDemand over the next five years that will stem from eliminating the need to maintain legacy IT systems and software licences and from departmental sharing information among council staff. Other savings will come from a reduction in customer contact thanks to increased 'self service'.

Lyon said ConfirmOnDemand will replace "myriad legacy systems and bespoke databases" which included outdated DOS systems. "It's difficult to get one version of the truth in terms of the assets we've got, what maintenance is needed and who's looking after it", Lyon told Local Digital. "You could be dealing with the same problem in the same street, but it's being recorded in three or four systems", he said.

The system will go live in December following a staff engagement programme and a trial of the software. A mobile app is planned for release early next year.