A new survey by NDL has claimed that nearly 70% of IT professionals expect council interactions with the public will be carried out online by 2016. 75% of respondents claimed that the online transactions would significantly improve service delivery.
90% of respondents claimed that lack of integration is an obstacle to delivering services online. Around a third of councils integrate less than 10% of CRM systems with back office systems, and 70% said re-keying data gathered by CRM systems is common practice.
NDL’s managing director, Declan Grogan, said: “From a cost savings perspective it makes perfect sense for councils to route more interactions with the public via their websites This very much follows the trend set by central government’s Digital by Default initiative, where services which are deemed appropriate are designed to be accessed online first, as is the case with the flagship Universal Credit reform.”
He went on to say: “In this sense, this prediction of a radical shift isn’t surprising, but for it to become a reality, and for service delivery to be improved it is vital that councils’ websites are properly integrated with wider IT systems. The signs are that IT experts, whose opinions feature in our report, know this but there is still an enormous way to go in implementing full scale integration.”
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