SYS-CON MEDIA Authors: Carmen Gonzalez, Pat Romanski, Elizabeth White, Yeshim Deniz, Zakia Bouachraoui

Case Study

Burnley Borough Council Achieves IT Savings with Firmstep’s Platform

Firmstep solutions replace existing CRM and CMS systems, enabling significant annual saving in licensing and support costs

Burnley Borough Council has deployed Firmstep's Customer Experience Platform to replace its Northgate CRM and Jadu web content management systems, enabling the Council to make a significant percentage reduction on software licensing and support costs in the 2013-14 financial year, and ongoing annual savings.

The Council is also using the Firmstep Platform to drive channel shift by offering a growing range of online services through its Your Burnley self-service portal, which gives residents a secure, easy-to-use method for accessing local services, personal information and transactions from PCs and mobile devices.

The Council wanted to replace the multiple legacy systems currently used for managing services and resident transactions with an integrated solution from a single provider where possible, to reduce its IT costs and to support a consistent approach to online service access.

The self-service portal works together with the Council's new website, which launched earlier in 2013.   Following the launch of its new website, Burnley saw an immediate increase in online transactions, which encouraged the Council's IT team to assess its internal systems and explore further opportunities to migrate services online.

Automating online services

Using Firmstep's Platform, the Council has automated several key resident services, and now has full end-to-end transaction capability for all of its parks and greenspace, complaints and energy-efficiency services.

The Council is also working to promote digital inclusion, incentivising residents to register for the Your Burnley portal to help drive further take-up of online services.  Firmstep provided Burnley with a Drupal open-source CMS distribution and training services, empowering the Council to develop, launch and manage its new website in-house, with the Your Burnley portal from Firmstep providing all account-based services.

Saving costs, boosting efficiency

Sharon Hargraves, Head of Customer & IT services at Burnley Borough Council, said: "The solutions available on the Firmstep Platform have made us more efficient in both our front and back office functions, helping us to make significant ongoing cost savings and giving us the opportunity to improve the way we deliver services to local residents.

"We recognise channel shift will be a challenge, and we are promoting digital inclusion as well as incentivising our residents to switch how they choose to contact us, to improve the customer experience.  Our members and users love the simplicity of the Platform, and we are continuing to explore how we can further boost efficiency in the way we manage and provide access to council services."

The Council's IT team is currently migrating its waste management, environmental, street cleaning and area enforcement services to the Firmstep Platform, replacing its existing Civica Flare system.

More Stories By Brett Husbands

Brett Husbands is the co-founder and CEO of Firmstep. Firmstep's solutions help Government, public sector and private organisations to deliver better services at a lower cost through channel shift

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