Burnley Borough Council achieves IT savings with new customer experience platform


Burnley Borough Council has deployed Firmstep’s Customer Experience Platform to replace its Northgate CRM and Jadu web content management systems, enabling the Council to make a significant percentage reduction on software licensing and support costs in the 2013-14 financial year.

Burnley Council is also using the platform to drive channel shift by offering a growing range of online services through its Your Burnley self-service portal, giving residents a secure, easy-to-use method for accessing local services, personal information and transactions from PCs and mobile devices.  The portal works together with the Council’s new website, which launched earlier in 2013.   Following the launch of its new website, the Council saw an immediate increase in online transactions.

Sharon Hargraves, Head of Customer & IT services at Burnley Borough Council, said: “The solutions available on the Firmstep Platform have made us more efficient in both our front and back office functions, helping us to make significant ongoing cost savings and giving us the opportunity to improve the way we deliver services to local residents.  Our members and users love the simplicity of the Platform, and we are continuing to explore how we can further boost efficiency in the way we manage and provide access to council services.”

The Council wants to replace the multiple legacy systems currently used for managing its services and resident transactions with an integrated solution from a single provider where possible, to reduce its IT costs and to support a consistent approach to online service access.

Using Firmstep’s Platform, the Council has automated several key resident services, and now has full end-to-end transaction capability for all of its parks and greenspace, complaints and energy-efficiency services.   The Council’s IT team is currently migrating its waste management, environmental, street cleaning and area enforcement services to Firmstep, replacing its existing Civica Flare system.

The Council is also working to promote digital inclusion, incentivising residents to register for the Your Burnley portal to drive further take-up of online services.  Firmstep provided Burnley with a Drupal open-source CMS distribution and training services, empowering the Council to develop, launch and manage its new website in-house, with the Your Burnley portal from Firmstep providing all account-based services.

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