A new citizen engagement platform will enable customers to self-serve online, saving them time, whilst providing cost efficiencies to the council 

August 2021: IEG4, a provider of digital solutions to the public sector, has been awarded a contract with Elmbridge Borough Council to implement its OneVu Citizen Engagement Platform, to improve services and transform customer experiences to a Digital first approach.

The OneVu platform will replace the council’s previous CRM and portal solutions, which were expensive and proved difficult to bring together their existing online services under one single view. The priority services for the initial launch will include Revenues & Benefits with an expected go-live date before the end of this year. Future services to be transformed include Business Rates, Waste & other Environmental services.

Elmbridge Borough Council chose OneVu as part of its wider digital transformation programme, as it will enable customers to self-serve online 24/7 as well as easily track the progress of their applications and requests in real-time through the online portal. This means customers who are digitally enabled will no longer have to call the council, saving both residents and council staff time. The low code nature of the OneVu platform also means it is easy for the council to make changes dynamically, quickly, and easily, helping to improve and evolve services as needed.

It will also provide efficiencies to services internally, reducing the use of paper, reducing letters and documents to be sent out by the council with notifications being sent automatically via the portal. From a financial perspective, the council is set to make significant savings, approaching £1m over the next five years, because of the efficiencies the platform will deliver.

Dawn Crewe (Head of Customer Services) at Elmbridge Borough Council says: “It’s difficult to replace legacy systems but we needed to look at all our services and evaluate if they were cost effective - we need to think about money and time, more importantly, we need to consider the customer experience and how we can improve it. IEG4 has huge advantages for us, particularly being a smaller authority. OneVu is a very good fit for purpose product, and we know that IEG4 has a lot of experience within the local government sector.”

John Jervis, Sales & Marketing Director at IEG4, says: “At IEG4, our priority is providing our customers with gold-standard tools that will improve the way they work, no matter the current solution they are using, or the challenges they face – we do tricky. It’s encouraging to see smaller councils, such as Elmbridge, work towards providing a more modern solution to its citizens. They have truly tackled this project head-on and they are set to achieve great benefits as a result.”