BHCC DH Digital Transformation Programme Consultancy 26/27

Currently, customer information exists in multiple unconnected sources to differing levels of data quality. This results in a reduced holistic view of our customers, impairing their ability to provide efficient services and a good customer experience. It also gives a reduced ability to use analytics to determine how best to target services.

By undergoing this Digital Program, Brighton and Hove City Council's high-level objectives are to achieve the following:

• Services to be available online where possible and are easy to find.
• Council information systems to be joined up appropriately to make it easier for customers.
• The data and knowledge that the council collects will be used to understand and improve services for customers.

The high-level outputs of the provider are:

• Assist with rationalised, consistent, and customer focussed provision of searchable information via the website
• Assist with improved, secure, logical and rationalised transaction services
• Assist with simplified customer journeys
• Assist with the capture of consistent, accurate information
• Assist with the centralised and consistent management of transactions and corporate visibility of individual customer contact
• Assist with creating centralised databases of customers, property and organisations
• Assist with service configurable views of customer transactions and data
• Assist with modular digital solutions that can scale across the organisation