Derbyshire County Council has begun to use a new cloud based digital platform for its service development.
It has carried out the first implementation phase of the govService platform from Granicus, going live with the CRM function in December, and is preparing for a second phase making use of the forms, workflow and integration elements.
Granicus said Derbyshire has been using several siloed systems from which it is difficult to integrate data, but that the platform will enable it to move more services to online transactions and improve its workflows by joining up customer touchpoints.
It has also provided a customer self-service account, from which over 2,000 residents have registered since 1 December. They have submitted over 10,000 cases, an average of 84 each day, which accounts for 31% of total platform-wide submitted cases of 32,000.
Process delivery
Phase two includes the delivery of a number of digital processes including events management, room bookings and the implementation of the platform’s councillor portal.
The latter provides councillors with the ability to raise and track requests on behalf of constituents and access to relevant data. This is usually provided through optional widgets embedded into the portal to show information from external sources.
Julie Odams, Derbyshire’s assistant director of communications and customers, said: “The council is committed to improving how we interact with our residents; we want to make sure they have a great experience every time they contact us, and are kept well informed when they are receiving our services.
“The Granicus platform has given us the ability to provide a much better service and to make big efficiencies in our back office functions and is a fundamental part of the council’s transformation over the coming years.”
