Bedford Borough Council embarks on digital transformation journey with Agilisys


Bedford Borough Council has chosen Agilisys to deliver its Agilisys Digital and Agilisys Engage platform.

Agilisys will be implementing the Council Tax and Benefits modules in the initial phase with the council having the option to rollout to other service areas in the future.

This partnership will help to drive forward Bedford Borough Council’s modernisation programme improving customer service for its citizens. The residents will not only enjoy a seamless online experience, but a truly useful digital ecosystem.  Real time understanding of visitors’ needs as they use the website, and then serving up the most relevant content based on this knowledge, users of the Bedford website will enjoy an improved online experience – leading to increased use of this cost-effective channel.

The implementation will also include integration with Agilisys Engage, which is currently being used by local authorities across the UK to anonymously profile more than 5m digital customer journeys each month. Engage can also be used by Bedford to help push channel shift towards their MyAccount roadblocks over contact numbers to point customers in the direction of online, integrated, transacting which improves transaction time, customer satisfaction and enables the council to make cashable savings.

Andy Watkins, Assistant Chief Executive and Chief Finance Officer at Bedford Borough Council said: We’ve chosen Agilisys because we believe they can take us to the next stage of savings and improving customer service. Previously we’ve done a lot of work with channel shift, but by partnering with Agilisys we understand that we will embark on a journey that will truly improve services for our citizens and help us meet our corporate saving needs.”

Nigel Muirhead, Agilisys Director of Products added, “We are delighted Bedford are opting to choose the growing number of Agilisys Digital customers that are transforming public service provision. More details will follow over the coming weeks, but Thurrock have renewed their contract, being the first to extend their platform into Adult Social Care services, and Barking and Dagenham, one of our first customers have now also extended their contract for a further five years as they start to completely transform their engagement with their customers.”


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