Swansea Council selects world leader for e-government

The Council and its preferred bidder, Capgemini will work in partnership on the biggest eGovernment programme of its kind in Wales

The programme will transform the way the Council operates and provides services to customers by introducing world-class ICT systems and new working practices to reduce paperwork and increase efficiency.

It will also introduce improved customer access through a new call centre, contact centres, extended opening hours and improved internet services - known as service@swansea.

The Council and Capgemini are expected to sign a 10-year partnership agreement in April. The partnership is expected to create new jobs in Swansea with Capgemini planning to expand its existing office in the city which already employs 130 people.

Capgemini has an excellent track record of working with councils to successfully introduce eGovernment programmes. The company will help introduce more efficient working practices - known as business process re-engineering - and a new integrated computer system.

The decision to select Capgemini is supported by the Council’s own ICT Evaluation Group which carried out its own independent analysis of the two bids.

Mary Jones, Swansea Council Cabinet Member for Top.performance and service@swansea, said today’s decision heralded a new era for the authority.

“Swansea Council’s eGovernment programme is the biggest and most ambitious of its kind in Wales. It will create a 21^st century council providing modern and efficient services for our customers.

“We will be flexible in our business hours. Not everyone can reach us during standard office hours, so we’ll extend opening hours to evenings and Saturday mornings. We will also develop an improved and expanded council website to give customers 24/7 access.

“service@swansea will remove the hurdles and frustration that many customers face when dealing with the Council.

“To do this we will introduce modern IT systems and new working practices to increase our efficiency and reduce unnecessary work. These improvements will bring huge rewards, both financial and in the way we operate.

Cllr Jones said the new call centre would handle all incoming calls and resolve 80 per cent of customers inquiries first time.

But she added, “Customers who prefer face-to-face contact will be able to drop-in to our new contact centre and discuss any issues with staff.”

The programme will be funded by transferring the money the Council already spends on IT, service@swansea and customer-facing services such as reception points, which totals £99 million over 10 years, and new investment of £2 million a year over the next decade.

Cllr Jones added, “The eGovernment programme will bring huge benefits - both financial and in the way we operate. We expect to generate many millions of pounds in cash benefits and efficiency savings over the next decade.

“The Council’s aim is that these benefits will more than cover our investment.”

Ends

17/12/04

For further information contact the news team on 01792 637158 or media@swansea.gov.uk

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This page last updated on December 16 2004