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Customer Experience from London’s Tri-Borough Councils!

After a successful implementation with Tri-Borough (Hammersmith & Fulham, Kensington & Chelsea and Westminster Councils) we met up with Brian Vallis, former Head of Resource Management at the Royal Borough of Kensington and Chelsea. Brian was the senior business stakeholder for systems & business process improvement during the programme. We talked about the implementation and how things improved since working with us. Please read Brian’s interview below.

BG: What made you look outside the organisation for help?

B.V: Implementing one case management system across three authorities (Hammersmith & Fulham, Kensington & Chelsea and Westminster) was always going to be a challenge. It required migrating data from three different systems onto a single instance, ensuring business processes were aligned across services and that existing integrations were fit-for-purpose or updated. We needed people with experience and a detailed knowledge of both the technical and business aspects of an implementation.

BG: Why did you choose us?

B.V: Your whole team is very experienced and you have access to specialist resources for the detailed technical work that was needed. We also spoke to others who had worked with you, to get some feedback, all of which was very positive.

B.G: Now that we’ve worked with you for some time, how did things change?

B.V: My in-house team worked alongside BetterGov, thereby increasing the team’s knowledge and helping their professional development. At times we hit technical challenges but could call upon BetterGov’s vast knowledge to advise us on the best way of dealing with it. Because of your experience of working on similar systems at other councils, you often already had a solution.

B.G: What are some benefits you’ve experienced through working with us?

B.V: BetterGov’s team worked very well with my in-house team, following an integrated working model rather than having a team of consultants telling us what to do. You were there when we needed you but were also able to pull back your resources at quieter times, thereby saving us paying for unnecessary resources.

B.G: What was your favourite part of the experience working with us?

B.V: A positive point of working with BetterGov was that we finished the large project on time and came in under budget. Your flexibility in applying the relevant level of resources at various times during the project lifecycle helped with that.

BG: Would you recommend that others work with us, and if so, why?

B.V: I would have no hesitation in recommending BetterGov. The team is very experienced and not only has a vast knowledge of IT solutions but importantly understood our business and people. In addition, they worked very well with us and all the team members I met were all very personable and a pleasure to work with.

BG: Anything else you think is important to mention?

B.V: We used BetterGov on numerous projects since the initial large one back in 2012, from implementing a mobile working solution, to developing and deploying functionality to link social care records to the NHS Spine.

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  • RT @BetterGovUK: 'Why did you start BetterGov?' we ask Marc Cohen, one of the Founding Partners of BetterGov. Watch the video to find out.…
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  • RT @BetterGovUK: At BetterGov we are passionate about improving Public Services! Watch the video to find out more. https://t.co/PEJ9usLP3K…
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