City council improves citizen satisfaction by 9% in a year
Leeds City Council, a UK local government authority, has improved citizen satisfaction by 9%, streamlined its management of service delivery partners, and improved workforce competency, having adopted e-Government applications from Siebel Systems.
The systems for service, partner relationship management (PRM), and employee relationship management (ERM) were installed in 2000 and, after the first year, citizen satisfaction with the city council grew from 82% to 91%.
According to Eileen Wainwright, assistant director of strategy and development for Leeds City Council, the council's eventual aim is to connect 10,000 employees to the system, and to provide simultaneous access for 1,100 external partners and members of the public. The council has 99 councillors, representing 33 wards, and a total population of over 700,000 citizens.
Citizen-centricity The council hopes to further improve service delivery and increase efficiency across all channels, and believes that e-government applications are instrumental in making local government authorities citizen-centric, delivering high quality services in a cost effective way.
Siebel Service, which allows the council's employees to manage, synchronise, and coordinate all citizen interactions through multiple communication channels, was the foundation of the council's e-government strategy. When a citizen has an enquiry about any aspect of the council's services, they can either visit one of 13 'one-stop shops' in person, or telephone the integrated network of two call centres for prompt, expert advice.
Increased efficiency In Social Services, the application provides consistent case management. For example, when a member of the public refers a child to Social Services, the council compiles a complete profile of the child and the circumstances surrounding the referral. The case is instantly routed to the relevant social worker for follow-up.
The applications' workflow rules make sure that council employees act upon the correct procedures quickly, and in the right order, and are notified of any missed tasks. Social Services can now identify and research priority cases in a matter of hours (rather than days) without the need for prolonged telephone calls and unnecessary paperwork.
Partner management The Siebel PRM system integrates with Siebel Service to provide an electronic social care system, which provides the council and its health sector partners with a collective understanding of an individual citizen's case.
Currently in the pilot stage, the system will ultimately deliver detailed, real-time insight into individual cases, improving service efficiency and enhancing multi-agency collaboration.
Employee management As the largest employer in the city, with more than 40,000 staff, the council often struggled to provide employee education, mainly because of the time and expense associated with travelling to a dedicated training centre.
The council is currently piloting a workforce training initiative based on Siebel ERM learning applications. The e-training and distance learning applications allow learning activities to be centrally managed, while growing employee skills by instructor-led distance learning and web-based training.