The challenge

Medway Council, a unitary local government authority providing a range of services was looking to improve the way it interacts with citizen's by digitising its back office operations and making them available 24/7/365 via its website. The key challenges were:

Design a common architecture to support wide variety of digital services
Integrate with disparate line of business applications and department specific Workflow
Integrate with CRM to update master data and single customer view
Identify and develop re-usable components

The solution

We worked closely with Medway's internal ICT team responsible for supporting disparate back office applications and came up with a generic architecture capable of digitising and supporting all council services.

To ensure maximum flexibility, each council service was developed as an individual application. All data validation and integration services and programming interfaces were provided via re-usable application programming interfaces (APIs), which help to shorten the development time and reduce maintenance costs.

Not only did we successfully deliver digitisation of services on-time and to budget, but our recommended architecture was used as a template for digitisation of other internal services.

The benefits

Saving of 20% in develop effort by making use of reusable components
Back office integration helped to automate case management and workflow
Integration with Lagan CRM helped to eliminate double data entry and single customer view
All online e-forms W3C AAA compliant