Asidua

ADI in Local Authorities

Local government above all public sector bodies has perhaps the most frequent and immediate contact with the citizen.  People are understandably interested in, and impacted by, the things that happen in their local area.  Over time though, this interaction with local government has become more transactional in nature, leading to the rise of the local government contact centre.

Many councils and local authorities have set up “one and done” contact centres and many more are in the process of doing so, evidenced by the rise in the sale of Customer Relationship Management (CRM) software.  However the early adopters have discovered that without access to the data and processes that reside on the back office systems such as Revenue and Benefits, Housing Maintenance etc, it is almost impossible to provide an efficient service to the citizen.  Further more, this lack of integration to the back office prevents an effective on-line transaction capability.

At Asidua we believe that seamless end-to-end processes to support citizen life events can only be achieved through integration of the contact centre with the back office applications that actually do the work and the data they contain. While modern enterprise applications offer ever-increasing integration capabilities, the effective use of these capabilities presents a major challenge to many organisations. For medium-to-large enterprises, this benefit is amplified considerably due to the overhead in trying to manage many point-to-point integration links.

Adopting a systematic integration strategy allows an organisation to radically re-arrange its enterprise ICT, leading to higher levels of automation and greater levels of flexibility. Asidua has devised Application & Data Integration (ADI) to enable its clients to embrace such a strategy.

Navigate to the appropriate learning zone below to acquire the knowledge you need to power your analysis, or alternatively read the ADI solution that has been delpoyed to help the London Borough of Harrow.