Firmstep Blog Creating more integrated local council services

Channel shift is all about creating new operating models and delivering more integrated, connected public services, to increase efficiency and improve the citizen experience. One local authority that has achieved this is Scarborough Council.The council's 'SWITCH' programme has expanded its online service offering to its 100,000 residents with a new website and self-service portal, using the Firmstep Platform. The portal allows citizens to make and track requests, report problems and make payments 24/7 from any device.Integration and collaboration have been two fundamental principles behind the 'SWITCH' project. As well as bringing together staff from different departments across the organisation - IT, customer service, communications and front-line services - the council has also involved its key partner agencies. This can be seen in the council's handyperson service, whereby elderly and vulnerable residents can receive home assessments and get help with minor jobs around the home. The council created a shared digital workspace for the service that can be accessed by all partners, which has sped up the referral process (over 50% of referrals are actioned within 48 hours) and significantly reduced administration costs.For local councils and other public sector organisations to get the optimum benefit from channel shift, it requires buy-in and collaboration across different departments of the organisation as well as partner agencies. Doing so will deliver more integrated and convenient services, and in turn generate greater efficiencies.You can read more about Scarborough Council's channel shift programme on PublicNet.