South Lakeland and Eden District Councils selected Meritec to deploy a new digital platform to enable their digital transformation.
The Councils' Digital Innovation Programme seeks to redesign: Technology and processes; Councils' relationships with customers and the broader community; Staff roles and structures; Culture and ways of working.
Our ESB Customer Portal and the ESB Contact Management provides a single view of the customer record/ account, providing an
omni-channel view of all the Council transactions in one place based on the customer. This same single view of all transactions can
also be address based and/ or any one of the transactional business processes.
The Councils have the ability to configure the digital platform themselves. A key differentiator of our ESB solution is the ease of its
configurability. It means that users can readily add or change processes at will to meet new or changed requirements. We have
provided ESB skills transfer so that Council staff can configure changes and requirements themselves. We are working alongside to
help with configuration
“The Digital Innovation Programme solution redesigns: Technology and processes; Councils’ relationships with
customers and the broader community; Staff roles and structures; Culture and ways of working.
The overall aim is to reconfigure the organisations, eliminate traditional silos, and free people up to put the
customer first, especially the more vulnerable ones. ”