Shared services help tech innovation

Councils need to collaborate more with the private sector to get the technical expertise and funding needed to overhaul their IT systems, according to execs involved with shared services projects in local government.

Bridget Taylor, chief executive of Suffolk Council's Customer Service Direct (CSD), said local authorities face huge political, structural and cultural challenges when embarking on major changes, such as implementing new technologies.

Taylor said engaging with the private sector can help councils create a more joined-up approach.

Suffolk County Council and Mid Suffolk District Council combined their infrastructures and created the CSD collaboration with BT in 2005, which has taken responsibility for finance, human resources and ICT for both councils.

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The CSD has implemented a customer relationship management solution in the call centre that has seen staff resolve 80 per cent of public queries at first contact, compared to 60 per cent previously.

It is also working more with organisations such as the Citizens Advice Bureau and Museum of East Anglian Life to help people access the support and services they need more easily thorough call centres and redesigned websites.

Liverpool Direct is another local government initiative - a joint venture between the city's council and BT. As part of the deal, the Liverpool council has outsourced its IT and call centre operations.

The investment from BT ensures the right technology is brought to the network and that infrastructure can grow more efficiently, said David McElhinney, chief executive of Liverpool Direct.

Part of the £53m BT investment in Liverpool Direct has gone towards developing a IT infrastructure based around a new data centre with a duplicated back-up site and the implementation of an intranet so managers and staff can access information more easily.

Since Liverpool Direct was set up in 2001 it has also provided IT and digital content services to almost 200 schools in the local area. A payroll and pensions service is also offered to schools, which includes the processing of salaries, expenses and earnings statements.

The council has also worked with local businesses and organisations - such as the Amateur Boxing Association of England - to manage and redesign their websites.

Speaking at a BT-sponsored roundtable, McElhinney said: "It may not seem important but those sorts of businesses cannot grow without help with their websites."