John is a champion for Digital Service Transformation within local government and as IEG4’s Product Director, he oversees the design of Digital Services that break through the complex legislative requirements in order to provide simple to use processes that ultimately become services that citizens choose over traditional models.
The current crisis has brought home the inherent value, resilience and agility that digital channels provide. We’ve seen how the private sector, working with local government and the NHS, has responded with solutions more quickly than would have been thought possible pre-crisis. And how the public and businesses have taken up those services in greater numbers than would have been imagined pre-crisis.
As we emerge from lockdown, it’s unlikely citizens will want to interact with councils as they did before. The ‘new normal’ will mean increased use of digital channels and the need for local authorities to respond quickly with new digital services.
Our session will cover:
• Building digital services quickly in response to citizen demand
• Answering complex calls using AI to support staff shortages, enabling focus on other issues
• Supporting assessments by social workers/nurses in homes to enable enhanced discharge with progressive web apps
• Helping citizens come to payment arrangements more simply
Using our own knowledge of digital, building on requests from customers and suggestions from our team, we have solutions that contribute significantly to service delivery and citizen engagement, not only in response to the crisis, but also in preparation for the ‘new normal’.