Background
A well-known UK City Council were seeking a scalable Low Code Solution that would seamlessly integrate with their current systems and work in union with other city council frameworks. As our expertise covers this field and we have a historical background providing similar services and digital transformations to other UK city councils, we excelled at the opportunity to create a customised solution.
Once the team identified said councils’ key pain points, we got to work structuring our solutions, overcoming the key challenges and optimising our expertise in this high-end functioning resolutions. Full Stack Development – VE3
Key Challenges
Finding a Cost-Effective and Scalable Solution
The City Council needed a low-cost, scalable, Low-Code platform that supports the pilot phase while allowing for future expansion. The challenge is identifying a cost-effective solution scalable solution.
Developing a Robust Complaints Management System
The Customer Facing Complaints System must efficiently handle statutory and non-statutory complaints, automate case allocation, support document uploads, and provide real-time reporting. Without a well-structured system, complaint handling could be inefficient, affecting citizen trust and service response times.
Implementing an Effective Risk Register System
The City Council requires a centralized Risk Register that integrates Single Sign-On (SSO) and Role-Based Access Control (RBAC). It must enable risk tracking, mitigation management, and reporting. The challenge is ensuring data security, accessibility, and compliance with governance frameworks.
Balancing Quick Deployment with Long-Term Growth
The challenge is selecting a platform that supports fast deployment while remaining flexible for future digital transformation efforts.
VE3 Approach
To achieve on our deliverables, set out for these solutions we addressed the key challenges using in a chronological fashion.
Identify a low-cost pilot programme: suited for the City Councils needs was our first property. The Low-Code solution was built on Microsoft Power Platform. The solution was specifically designed to address the needs of public sector organizations, offering a scalable, cost-effective, and user-friendly platform to accelerate digital transformation initiatives.
Cost-Effectiveness: By minimizing the need for extensive custom coding, we minimize coats Low-Code platforms can significantly reduce the cost of developing new applications. This made it an ideal solution for this City Council and others we have worked within the past. Operating within tight budget constraints.
Lower Maintenance Costs: The simplicity of Low-Code platforms often results in lower ongoing maintenance costs, as updates and changes can be implemented quickly and easily by in-house teams.
Comprehensive Complaint Handling
The solution provided the City Council with a flexible and powerful Customer Facing Complaints System. This system was capable of handling both statutory and non-statutory complaints efficiently. Users were able to log complaints based on various categories, such as type, location, department, or any other custom criteria defined by the City Council.
Advanced Case Management
The system included advanced case management capabilities, allowing the City Council to allocate casework to the appropriate departments or personnel. Automated workflows tracked the progress of each complaint, from initial submission to resolution, ensuring that all cases were managed efficiently and transparently.
Document Management
Users had the ability to upload and attach relevant documents to complaints, streamlining the process of gathering supporting information and evidence. This feature ensured that all necessary documentation was easily accessible and securely stored within the system.
Automated Communication
The system generated automated responses in specific scenarios, such as when a complaint was received or when a case reached a particular stage in the workflow. These auto-responses were customized to meet the City Council’s communication requirements, ensuring that citizens can receive timely and relevant updates.
Management Information (MI) and Reporting
The Low-Code Solution included comprehensive reporting and analytics capabilities. The system allows access to real-time dashboards that provided insights into complaint trends, response times, and resolution rates. These invaluable in identifying areas for improvement and ensuring that the City Council would be in line with its service standards.
Centralized Risk Management: The Risk Register System was developed and integrated with City Council’s Single Sign-On (SSO) infrastructure in mind ensuring seamless access for authorized users. It utilized a Role-Based Access Control (RBAC) model to manage permissions based on roles and responsibilities.
Risk Dashboard: A centralized dashboard provided a real-time overview of risks and control measures. Allowing users to customize filters based on department, severity, or RAG rating (Red-Amber-Green).
RAG Rating and Risk Prioritization: The RAG rating system was installed to assist the City Council when prioritizing risks with visual indicators, ensuring critical issues received immediate attention and resources were allocated efficiently.
Risk Management and Closure: The system supported the full risk management lifecycle, from identification to mitigation and closure. Risks could be assigned owners, progress tracked, and mitigation steps could be documented with automated reminders ensuring proactive management.
Management Information (MI): The system generated detailed reports on risk trends, mitigation effectiveness, and compliance, which would help the City Council improve its risk management framework and governance.
Deployment While our solution was largely ready for deployment, minor adjustments ensured it was tailored to the City Council’s needs, leveraging Low-Code flexibility while aligning with operational objectives for a smooth rollout. While deploying such a system/solution we always stick to strict timelines ensuring a quick and pain free onboarding experience.
As the business demands grow, the platform’s integration capabilities allow it to incorporate additional systems and data sources, enabling a unified and cohesive digital environment. For example, in the future need to integrate additional CRM systems, HR platforms, or financial management tools, the Power Platform’s robust API Support ensures that these integrations can be implemented quickly and efficiently.
In conclusion, VE3 created a digital transformation under the guidelines set out by the City Councils we incorporated all technical requirements and devised a system that was scalable and adaptable considering cost saving measure along the way.
For more information or advise on your digital transformation Contact – VE3 and the team will be happy to help.