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UK: Leeds consolidates contact centres to improve efficiency

A new contact centre will replace seven existing ones, aiming to help Leeds City Council achieve its e-Government electronic service delivery targets and improve citizen access to services.
Sabio has won a £1.8 million contract to design, implement and support a major integrated multimedia IP contact centre solution for Leeds City Council – the second largest metropolitan local authority in England. Avaya will provide its Interaction Center on the Communication Manager IP telephony platform. This aims to improve significantly customer access to the Council, by providing access for all residents through a wider choice of communication methods including e-mail, voice and the web.
UK: Leeds races to finish IT overhaul to meet e-government deadline
Leeds City Council is battling to complete a fundamental IT overhaul that will let it meet end of year targets to offer citizens joined up services.
To hit the targets, imposed by prime minister Tony Blair, the council needs to complete by September an infrastructure upgrade programme with eight simultaneous streams, each one involving major IT surgery.
The council is now 55% through the overhaul, said Anthony Burnham, Leeds City Council programme manager.
UK: Leeds to coordinate Service Transformation Experience Programme (STEP)

Leeds City Council is applying its knowledge and expertise to developing the Service Transformation Experience Programme (STEP) which will be advancing the work of the e-government CRM National Project in its new home at Leeds.
The CRM National Project had reached maturity, delivering considerable success with over 40 downloadable products. With the CRMNP coming to the end of its current phase, partners and many in the emerging community working with the project felt there was a need to continue to collaborate on the transformation agenda, particularly as the integration of people, processes, partnerships, data and technical systems can be complex and costly. This led to an opportunity in which the project could be further developed and advanced.
UK: Leeds writes in digital
No more bic biros for Leeds City Council: it is promoting the use of digital pens and paper
Leeds City Council has begun to offer its pioneering digital pen and paper system to other local authorities around the UK after what it says was a successful pilot project involving social care staff.
The council estimates that the £366,000 system will result in savings of £1.2m in its social care operations over the next two and a half years. It found that the 1,300 staff involved in the pilot were able to spend less time on administration and devote more attention to the provision of front line services.
UK: Leicester: Gateway to information

A software company has been hired to help people get hold of information over the internet.
The Leicestershire e-Government partnership has chosen Cintra UK to manage the Leicestershire Gateway.
The main aims of the Gateway are to provide the public with one-stop access to local information and a combined services index for all the local councils in the county.
UK: Leicestershire councils get web gateway

Local authority partnership takes on location-based information system
The Leicester-Shire e-Government partnership is to get a Gateway web site to give citizens a single point of access to local government-based services.
The system will give people in Leicestershire access to location-based information about council services, based on their postcode.
UK: Leicestershire post offices get web kiosks for e-Government service delivery
Leicestershire sub-post offices are piloting a scheme to provide customers with access to a wide range of online information and services, including jobs, pension and childcare.
BT is installing "Community Point" information kiosks in 50 sub-post offices in the county in partnership with the National Federation of SubPostmasters and Multimedia International Services Limited.
UK: Leicestershire to link councils with new e-portal give the public local informat

The Leicester-Shire e-Government partnership has selected Cintra UK Ltd, a leading supplier of e-government software solutions, to supply its e-portal solution, The Leicestershire Gateway.
The project will benefit members of the Leicester-Shire e-Government partnership which includes Leicestershire County Council, Leicester City Council and the seven district councils. The primary aims of the Gateway initiative are to provide the public with one-stop access to location-based information, a ‘joined-up’ A to Z services index and in the future, the ability to communicate or make web-based ‘transactions’ with local authorities and other public agencies such as voluntary sector services.
UK: Less than half of public used e-gov
A report by the communications regulator Ofcom has revealed that just 42 per cent of the public have used the internet for e-government services.
In a survey undertaken for the report, 42 per cent admitted using e-government services to search for information about government or local council services, or used online services such as paying for road tax or registering for Child Tax Credits. This figure rose to 55 per cent among people who have internet access at home.
UK: Lessons for the future

Efficiency, efficiency, efficiency: now, more than ever, IT leaders in local government and education organisations know where their technology priorities lie.
The facts speak for themselves. The 2004 Gershon Efficiency Review set cost reduction targets of 2.5 per cent for every government body by 2008.
UK: Lessons of council's out of control project

The Audit Commission report into hard-pressed London Borough of Haringey provides an object lesson in how not to run an IT modernisation project.
Between Hackney in the south and Tottenham in the north is one of the poorest areas in the UK. It has crack houses in abundance, unemployment that is double the UK rate and thousands of homeless families call on the council for shelter.
UK: Let’s hear it for the people’s internet
The UK government should take a leaf out of Canada’s book when it comes to consulting the public and creating trust
No serious discussion of e-government can leave out Canada. All its services are available online, and they are accessible through three portals designed around citizens’ needs: the customer gateway, the business gateway and the international gateway. They also use common infrastructure such as the ePass secure authentication system.
UK: Lewes District Council: AccessPoint kiosks bring services to people's doorstep

Two new, hi-tech internet kiosks which allow visitors and local people to find public information and services at the touch of a screen are up and running at Sainsbury’s store in Newhaven and the Village store in Newick.
These free easy-to-use kiosks will help local people reach on-line advice on health, travel, leisure, safety, employment, social issues, as well as information about council services.
UK: Lewisham & Islington reduce call centre queues by up to 90 per cent

The London Borough of Lewisham and the London Borough of Islington are reporting a reduction of call centre queues of up to 90 per cent, using the hosted QueueBuster On-Demand service from Netcall.
The Netcall announcement of these figures follows a report by the National Audit Office which revealed that 21 million callers seeking advice on unemployment and disability benefits failed to get through to Government call centres in 2005. The same report confirmed that people were waiting for two weeks for a callback to confirm a job-seeking appointment. It called for Government call centres to address staffing issues and improve customer service levels.
UK: Lewisham Council launches wi-fi e-gov project
The London borough council of Lewisham has designed a model which will enable local authorities around the UK to provide e-government services across a wireless broadband infrastructure.
UK: Libraries are important intermediaries for government services says LGA
House of Commons Select Committee recommendations made to the government on the future of public libraries do not reflect the needs of modern communities and fail to recognise the broader role that they have to play in society, the Local Government Association (LGA) has said.
UK: Libraries could get wireless web
Surfing the internet over the airwaves could soon be available in your local public library.
Wireless, high-speed broadband net access in libraries is one of the ideas put forward by Stephen Timms, the UK E-commerce minister.
UK: Lichfield to lead on e-democracy

The coordinators of the International Centre of Excellence for Local eDemocracy (ICELE) have said it will be formally launched in the autumn
Lichfield DC will take the lead in the project, which is one of the outcomes of the e-Democracy National Project led by North Lincolnshire Council.
UK: Life-changing healthcare technology
The telehealth scheme has been life-changing for patients with chronic disorders
Every morning, 62-year-old Eddie Beardsmore is greeted by beeps coming from a small black box on his hall table, followed by the message: “Time to take your readings!” Eddie, a former sales manager from Looe, Cornwall, suffers from chronic obstructive pulmonary disease (COPD) which means his lung function is severely impaired. He knows the routine. He puts his finger into an oxymeter, a small clip that fits over the fingertip and is attached to the box. Then he watches as his pulse rate (about 103 beats per minute today) and the level of oxygen saturated in his blood, known as “sats” (86 per cent), are recorded and flash up on a small LCD screen.
UK: Lightening the load
As government IT bodies prepare to reconsider the guidelines for public-sector contracts, resellers and suppliers are hoping to shed someof the responsibility.
With less than a month to go before the Office of Government Commerce (OGC) and the IT trade body Intellect decide on contract guidelines for public sector IT, the two organisations are still reluctant to reveal what changes might be in store.