Gandlake

Gandlake Usergroup 23rd November – Park Plaza Victoria, London

Registration and coffee

Welcome

Gandlake Product Catch Up

Bill Sproul, CTO Gandlake
With channel shift and print savings at the top of our agenda, Bill will take you through the changes in Gandlake Online over the last 12 months. Featuring: Gandlake federated access, transactions integrated into the back office, sms alerts and new services for both electoral registration and libraries. He will also highlight the latest LaserServe enhancements including Council Tax Bill and Benefit Notification merge for IBS and Capita customers, and Benefit Summary Letters.

Improved Customer Service and Cost Reduction at Cheshire West and Chester Council

Jerry Faulkner
By merging the two print streams, Cheshire West and Chester Council now combine 86% of benefit notifications with their Council Tax bills. Jerry will talk you through how his team has significantly reduced print and postage costs, driven down avoidable contact and now provides a first rate service for residents throughout the entire year and not just at year-end.

He will also talk through his plans for future activity such as including additional documents in the merge process.

Channel Shift Savings at Croydon Council

Mark Fowler, Head of Income, Exchequer and Benefits
Mark will talk about Croydon’s channel shift strategy for online services especially in the area of Revenues & Benefits and Landlords. He will demonstrate how providing services online for Landlords alone has resulted in the saving of two FTEs. Mark will also detail successful ways of driving takeup through innovative projects such as providing residents with electronic PINS.

Coffee Break

Harrow Council – the corporate approach.

Carol Cutler will provide an insight into “MyHarrow”– the “Amazon” style interactive self service channel through which citizens, businesses, landlords and tenants can request services, report issues and keep track of their transactions with the council. The fully transactional corporate-wide service is proving extremely popular with its citizens and at the same time saving money (reducing the average cost per contact by 65%) and winning awards. Find out how channel shift is making a huge difference to their business and residents and is currently saving around £300,000 per annum.

Lunch

Gandlake Online Demonstration

Gandlake Online is a unique corporate channel shift solution that provides every citizen, business, and partner with a secure personalised portal that dramatically increases the number of services that can be self served via the council website. From making a Council Tax payment to receiving a text message explaining why the council has not collected your bin; from applying for benefits to checking the due dates on your library books; from managing a family members Adult Social Care requirements to registering to vote… find out how Gandlake Online makes communicating with your citizens quick, easy and efficient.

Product Roadmap

This final session outlines the corporate-wide self-service innovations and additional print functionality on Gandlake’s delivery schedule for 2012.

Gandlake Online – the next phase of service enhancements include:

• Self Branding themes to create your own look and feel.
• Linked Transactions for defining multiple transaction relationships.
• Consolidated Accounts designed to support Landlords and businesses.
• More Alerts providing extended ability to communicate via SMS.
• Faster Customer Service response times.
• Summary pop-up screens within your customer service application.
• Extended document support.

Gandlake Print will deliver version six in the first half of 2012 to provide additional cost saving modules and services including:

• LaserServe as a service – run in a lights out environment to save IT costs.
• Additional documents supported in merge operations.
• Additional documents supported in summary letter operations.

Announcing Gandlake Apps

Gandlake Apps, scheduled for October 2012 is an exciting range of Apple and Android based applications that will enable you to deliver services to citizens wherever they are, whenever they want them. Apps is a secure mobile phone and tablet computer based set of services that will enable you to extend the full functionality of Gandlake Online to the mobile world.

Summary