The fact that technology can represent a huge cost saving and enable superior service delivery is a no-brainer - so why do so many local government agencies continue to engage in the resource-intensive practice of re-entering data from one system or form to another?
Local government departments attempt to increase efficiency by using technology to engage with their stakeholders for good reason. Socitm research estimates potential savings from 'front office' channel shift across all English councils at between 134m and 421m GBP, depending on the scale of reduction (20% or 50%) achieved in the total of phone calls and face-to-face contacts, and the cost base used.
This doesn’t seem like rocket science – yet nearly half of councils continue to waste time retyping seventy-five percent of data received via e-forms back into their own systems! This is just one example of how resources are squandered on a process that could easily be automated.
Worryingly, almost a quarter of authorities reported that less than 10% of processes handled through a digital CRM system are integrated with their own back office systems.
So why is system integration a rarity? As authorities face increasing pressure to work more collaboratively, surely it should be fundamental to the future of local government IT that systems are able to ‘talk’ to each other rather than operating as silos?
After all, the benefits of a fully integrated system include the ability to consolidate data from disparate sources, access to accurate data to enable smarter decision making, and the ability to combine CPM data with historical information. The ability to identify business trends, risks and opportunities – plus minimising manual processes and resource inefficiencies – could save more money than you think.
The technology certainly exists to eliminate these resource intensive processes – but when will this become a priority in local government? CAMMS provides pre-packaged connectors to various third-party systems, plus our integration experts have a proven track record of rapidly developing connectors to disparate corporate systems.
To find out more about driving integration in your organisation, please contact Beau Murfitt, General Manager, Services on +61 (0)8 8212 5188 or firstname.lastname@example.org