158 P ROF I L ED : SOUTHWAR K COUNC I L Modernising citizen services IEG4 enabled Southwark Council in the UK to provide automated online forms to deliver services to local residents more efficiently and cost-effectively, while reducing costs Continuing the digital transformation journey it has been on for the past few years, Southwark Council in the UK wanted to drive further efficiencies and free up staff time by automating transactions. This would not only enable customers to engage more efficiently and effectively online, but it would also result in cost savings for the council. To achieve its main objective of delivering fully integrated and automated transactions, and thereby minimising manual intervention, Southwark Council decided to work with IEG4. The software solutions provider helps public sector organisations to deliver better, faster and more cost-effective online services for citizens. The council used a combination of modules including IEG4’s Revenues Process Automation, which automates transactions using bi-directional application programming interfaces. It also implemented IEG4’s eDesigner, a low-code platform that allows users to build and deploy online forms, seamlessly integrates with key council services and provides easy-to-use adapters for e-payments. By using IEG4’s solutions to create automated forms, Southwark Council anticipates savings of up to £553,000 ($677,000) by 2026. “It’s very much a can-do culture with IEG4, which is exactly what we were looking for – a partnership where we can work together to improve things,” said Laurence Fleming, service development officer at Southwark Council. “We’re talking to IEG4 about which of our forms we could automate next, because we’re keen to move the time and cost savings into other areas.” The council also turned to IEG4 to deploy OneVu, the firm’s citizen engagement platform. Now, when staff are engaging with a customer over the phone or via email, they have a single view of their timeline and can perform requests immediately, dealing with the issue at the first point of contact. “We are incredibly proud of our work with Southwark, largely because the council has improved its customer service and managed to reduce avoidable contact by offering customers the ability to self-serve,” said John Jervis, IEG4’s sales and marketing director. “It is our aim to work collaboratively with our customers to create unique and innovative solutions which are also simple to update, install and use. We look forward to continuing to work with Southwark to digitally transform its services.”
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