IBM
Case Studies
The City of Edinburgh Council develops customer-centric digital services to ensure better outcomes for citizens and communities
Overview
The City of Edinburgh Council develops customer-centric digital services to ensure better outcomes for citizens and communitiesIBM |
Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Exchange & Integration | |
Cities & Municipalities | |
Business Operation | |
Public Transportation Management Smart City Operations | |
System Integration | |
Operational Impact
The digital services are handling 2,500 transactions per month on average – which is at least 2,500 phone calls or emails that the customer service centre no longer needs to handle. | |
Digital transformation has benefits in terms of helping the Council identify patterns in service usage. | |
Data from digital processes is going to give the Council a more coherent view of how it interacts with individual citizens. | |
Quantitative Benefit
2,500 transactions a month now flow digitally, benefiting both citizens and the Council. | |