Rapid reinvention of processes ripples through Hertsmere Borough Council with departments coming forward for transformation
Hertsmere Borough Council is small with modest budgets, but big plans. Their area includes a diverse collection of towns, 80% greenbelt land, and a young demographic of citizens who want to interact online.
The council’s processes were largely paper-based and frequently required re-keying. Their CRM system was more than 15 years old and approaching the supplier end of life and they wanted a system they could develop themselves, without additional costly and slow supplier charges for changes. Hertsmere’s team wanted to provide online customer accounts to track case progress, enable interaction digitally as well as over the phone.
Citizen Hub was chosen to provide them end-to-end delivery and moved them from a paper-based system, to completely paper-free systems. Citizen Hub utilises our low-code platform, providing additional functionality and integration.
“We’ve engaged with our team throughout the process, with guidance from Netcall. It’s been instrumental in changing the culture to a more agile electronic way of working. Our staff have gone from wary, to on-board, to super-keen. They want to implement each new system ASAP, supplying ideas and enthusiasm for each of the next projects.”
Lee Gallagher
Customer Services & Digital Transformation Manager, Hertsmere Borough Council
“The culture has changed. By moving from an old fashioned, paper-based system to a more agile electronic system, it has brought our staff on the journey. Citizen Hub is future-flexible and also provides an opportunity for us to upskill several team members. Plus, the beauty of the AppShare means we can share applications with other councils, making development faster than we could ever have imagined.”
Lee Gallagher
Customer Services & Digital Transformation Manager, Hertsmere Borough Council
With Citizen Hub, Hertsmere now has the flexibility and capability to do things the way that they want to. With a platform that they can easily develop by themselves, and the AppShare and Community to share and collaborate with other councils, they are building a culture of transformation to develop more and more processes and providing better experiences for both citizens and staff.
Vast cut
in paper use
Savings
in time and resources
Improved
productivity
You can transform processes, unify operations and deliver digital experiences that make lives better for employees and citizens
The councils wanted to remove departmental silos and enable an agile workforce to work from anywhere. To effectively automate services and prioritise workloads, they needed a single integrated platform to host all customer requests, perform complex case management and operate workflows.
With demand rapidly increasing, Tewkesbury Borough Council turned to digital, using their digital transformation program to improve services for its customers, deliver environmental improvements and make significant financial savings.
A digital team, formed of citizen developers and traditional IT staff, are providing low-code enabled Innovation-as-a-Service for the council’s evolving requirements.
