Smart Cities Pilot - Norfolk Web Services - Norfolk County Council
Norfolk County Council wishes to improve the way data are provided to individuals, groups and communities via the internet. A range of projects are developing personalised or localised web resources to ensure people find information about services that are relevant to them.
Norfolk County Council wishes to improve the way data are provided to individuals, groups and communities via the internet. A range of projects are developing personalised or localised web resources.
The key objectives are to develop products that
- can slice and dice service information according to geographical or user communities
- use web services to consolidate services and information from different websites about the same community, and
- build the capacity of service delivery intermediaries to use web and social media technology
The project has a number of sub projects:
- Home Page (using web services to consolidate information about an area from other web sites and training for community groups in optimising their use of the web plus possibly opening access to NCC data for re-use by private and voluntary sector organisations);
- Service Directories (creating a “big bucket” of information about public and voluntary sector services that can be sliced and diced for different user groups); services2gether (supporting intermediaries in very local service delivery)
- Front Door (optimising use of call centres, one stop shops and web sites to achieve process efficiencies and personalised services) plus a number of specific web site enhancements to deliver new e-services. These are linked closely with the Home Access free computers and broadband for low income families which will allow them to access more services online, and the Digital Ages project to encourage older people to use the internet.
Deliverables:
- A set of training material for intermediaries in using the web to market their services and to deliver ours.
- A set of localised web sites for consolidate community information.
- A set of service directories using ever more targeted sets of relevant service information.
Norfolk County Council and its partners wish to improve the way they provide data to individuals, groups and communities via the internet and officers and intermediaries using the internet as a resource. There are therefore a range of projects which are developing web resources, and ways of presenting those web resources in a personalised and/or localised way. This should ensure people find it easier to get access to information about services that are relevant to them and to those services themselves
There are two key benefits:
- Cost savings via channel shift, and
- Improved customer service via more personalised/localised information.
Customer benefits:
- More personalised/localised information
Performance benefits:
- Improvements in NI 14 about reducing non essential/repeat contact
Employee benefits:
- Giving a better customer service – either meeting more client needs or reductions in low level inquiries
Financial benefits:
- Cost savings via channel shift and de-professionalising appropriate inquiries
Project benefits:
- Case studies of effective channel strategies.
| Attachment | Size |
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| Project_Initiation_Document_WP3_Norfolk_Web_Services_2.pdf | 577.56 KB |