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Hounslow Council has started implementation of a digital customer service strategy, by selecting a cloud based ‘real-time’ case management system by UK based software company, Jadu.
The council has engaged creative agency Spacecraft Digital to redesign the Hounslow.gov.uk website, underpinned by the Jadu Continuum web platform, which includes the ‘Jadu CXM’ customer relationship management (CRM) and case management system.
This supports the council’s customer services strategy which is focused on improving the breadth of digital services to residents. The new infrastructure is simple to use and will provide service tracking, real time conversation and service automation tools.
Councillor Ed Mayne, Cabinet Member for Corporate Performance and Customer Care, Hounslow Council, said: “We’re now focused on digital customer service, using a single platform that will enable our customers to transact and use council services digitally in a way they want and when they want. We’re ensuring that we include customers every step of the way with our digital services and are making sure their needs are at the centre of everything we do.”
“Our first priority is to move our waste services online. We want our residents to be able to report a missed bin, to pay for a replacement bin and to apply and pay for garden waste online. This service is provided to all residents so for Hounslow, it’s the right service to digitise first. We are developing an ambitious digital programme so that we can review all our services through a digital lens to see where there are possibilities to move services online. We want our residents to have a wide range of services available online making their interaction with the council much more flexible. The Jadu CXM is a key piece of infrastructure to help us achieve those ambitions.”
The council is investing circa £225,000 in technology and services from Jadu to enable savings from switching off legacy systems that no longer serve the council.
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