Colin Heydon

1
Metropolitan Borough of Wirral

• Colin Heydon
• e-Government Team Leader
• colinheydon_at_wirral.gov.uk
• www.wirral.gov.uk

2
Progress since April 1Business Programme

• Customer Relationship Management system (CRM)
  went live June 2005 40 services
• Enterprise Requirement Planning system (ERP)
  target April 2006 (accounts, human relations,
  payroll, procurement)
• Web Content Management System (CMS) target end
  December 2005

3
Challenges for 2006 onwards

• We need to realise some benefits from
  e-government
• We have improved service but not made savings
• Two aspects
• Increase take-up
• Realise savings from self service

4
Usage of e-government in the UK is low, compared
with e-commerce

• 60 of the population use the Internet
• Of those, 87 have sought information about
  products online
• 74 have bought online
• 50 shop online at least once a month
• But only 39 have used an online government
  service
• Source Oxford Internet Survey 2005

5
How can we improve take-up? Why should citizens
use online services?

• Convenience
• Financial incentive
• Better service
• Targeted marketing
• Address digital divide via intermediaries

6
How can we realise savings?

• We have added the e-channel to existing business
  processes
• We re-enter data a citizen has provided online
  into an existing system
• We need to change our business processes to
  realise cost savings as a result of citizen self
  service