Public Sector Roundup: Single contact for Scottish council

Scottish council streamlines contact centre

West Dunbartonshire Council has deployed a new contact centre platform to help deliver service requests via one point of contact, whether the request is regarding council tax, benefits, housing, education or any other council service.

The platform, Graham Technology's ciboodle, has helped integrate the council's contact centre, allowing people to make enquiries via email, phone or the web, said Angela A Clements, the head of ICT and business development for the council.

She said: "ciboodle has truly revolutionised our contact centre by delivering an integrated environment that allows interactions with our citizens to be handled centrally."

Birmingham hospital shortens email retrieval

University Hospital Birmingham (UMB) has shortened its email retrieval time from weeks to minutes using Autonomy's ZANTAZ Enterprise Archiving Solution.

The hospital trust, which has 6,500 staff, sends some four million email messages annually, making data retention and archiving a challenge.

Stephen Chilton, deputy director of ICT at UHB said: "Our performance statistics show that since implementing the archiving system end-user performance has been enhanced and demand on core storage has been curtailed significantly. What's more, a far cry from the previously painful and long-winded process of retrieving emails, IT services can now respond to email retrieval requests within minutes, rather than weeks, which frees up our time for more strategic activity."

Gloucestershire council deploys IT for kids

South Gloucestershire Council has rolled out an Integrated Children's System (ICS) from Capita called One to integrate education and social services details into a single record.

Such a system would let social workers see more complete information about children in their care.

Sheila Cook, head of children and young people for the council, said: "Our overriding aim is to provide an excellent service to children. If we try to manage different sets of information in different databases, this becomes very difficult. With One ICS we have a system that all those in contact with children can refer to and get the information they need from. This will enable us to work as a truly joined-up service, responding effectively to the needs of a child."

The ICS will give access to 300 social workers, compared to the 25 who had access before the deployment.

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