The 11 Technologies Local Government and Councils need through our G-Cloud 11 Framework

The 11th iteration of the government’s cloud procurement framework went live this week, 4,200 suppliers made the cut and we are proud to announce we’re one of them! We’ve been awarded a place on the G-Cloud 11 framework as suppliers of lot 2: Cloud Software 

As with the previous versions of the framework, G-Cloud 11 is set to last for 12 months; before being reiterated. G-Cloud helps to drive digital transformation within the public sector. 

This article outlines exactly what G-Cloud 11 is and how it can help your organisation find the right digital transformation partner; plus 11 technologies Britannic offer through the framework. 

What is G-Cloud 11? 

The G-Cloud framework is all about simplicity. It connects public sector organisations with the right suppliers to help deliver digital transformation projects. Buying services through government frameworks like G-Cloud 11 is faster and cheaper than entering into individual procurement contracts.  

Britannic are on the framework as a lot 2 Cloud Software supplier, this means that we can provide applications that are accessed over the internet and hosted in the cloud; our customers only pay for what they use.  

You can use the digital marketplace to buy cloud services through G-Cloud 11 

G-Cloud for Local Government  

Digital transformation is a tricky subject for local government. Faced with savage budget cuts and a severe shortage of resource, choosing the right technology partner has never been more important. It’s a tall order, but having worked with the likes of North Hertfordshire District Council to implement projects that deliver faster services and significant cost savings we know it’s possible.   

You can wave goodbye to those legacy systems, we know how to implement infrastructure, apps and microservices that will help stretch your meagre resources 

For the CIOs, CTOs, anyone handling digital transformation projects in local government they are facing several complex issues that need to be managed: 

  • Getting buy-in and rallying support is tough, really tough  
  • Building a business case for the adoption of new technologies  
  • Encouraging out with the old, in with the new, whilst also keeping the lights on   
  • Ensuring business continuity and dealing with the ever-changing threat from cybercrime  
  • Reviewing contracts that are often too restrictive and expensive  

The right G-Cloud 11 supplier will help you tackle all these issues.  

11 technologies you need through our          G-Cloud 11 framework  

Our solutions are all Digital as a Service (DaaS), they create experiences that meet or surpass expectations, creating value both for the customer, the employee and the organisation. 

We’ve got several technologies on the framework that are must haves for local government councils. You don’t have to consume them from the cloud, but it’s an easy option for speed and agility. 

1. Telephony, Contact Centres and Unified Comms, all up in the Cloud  

Our communications solutions in the cloud are all flexible and scalable. You only pay for what you use, so peak and busier times can be factored in. Our telephony, contact centre and unified communications solutions mean that you don’t need to worry so much about keeping the lights on. We’ll do that for you, enabling you to think about the next step in your transformation journey. With open technologies, it’s really easy to add on new capabilities as and when you need them. 

All these solutions contribute towards improving your ability to deliver fantastic customer service and bolster employee collaboration, from any location. Connecting your world. 

2. AMI – Conversational AI  

Ami is your next best digital agent, helping in your contact centre to deal with menial tasks and requests. If your council receives say 37,000 calls around waste and recycling each yeartypically 80% of calls are around mundane collection and dumping of rubbish. Imagine if you could just outsource this to Ami? Leaving your human contact centre staff to deal with more important and urgent cases.  

Not only is Ami ready to go with just 12 lines of code, she’s also available 24/7, 365. Learning with each conversation, she pulls content through from your website and serves it up to the customer. She reduces the cost to serve and will add value to your organisation.  

3. Be PCI compliant with DTMF masking  

Within local government it’s common for payments to be handled over the phone. This means that PCI compliance is vitalOur PCI compliance solution is level 1 fully certified. It works by masking the DTMF tones and pausing the call recording whilst the payment is takenIt keeps the agent away from the payment details, but fully engaged with the caller the whole way through, providing peace of mind and increased customer satisfaction. 

4. Web Real Time Communications (WebRTC)  

Enhance your customer experience, collaboration and efficiency through WebRTC capabilities. Our webCALL solutions enable peer-to-peer browsing based applications for voice, video, file sharing and chat. The customer can chat, or call you at the click of a button on your website and be talking with an agent within seconds. This call can escalate to a video and co-browsing, to help people populate forms, or find their way round documents – a great tool for encouraging adoption of new services, or helping vulnerable adults. 

5. Resilient call routing  

Our SIP trunking servicenetX provides businesses with cost reduction from line consolidation and through the replacement of expensive legacy analogue and digital lines with IP call routing. This will also support your business continuity with resilient call routing and save you from those dreaded outages when workmen cut through the linesBut it also gives you great flexibility to route and prioritise calls. 

6. Gamification to increase employee motivation 

With resources scarce; it’s essential for local government to work at attracting, retaining and motivating the employees that come through their doors. It’s a well-known fact that happy employees equal happy customers.  

Our solution enables you to create tournaments, game battles and map user performance within the contact centre. Making it simple for you to recognise and reward behaviour, activity and outcomes.  

7. Getting social  

As social media networks begin to increasingly become a platform where citizens expect customer service; local government need to keep up with this demand and be able to monitor their channels quickly and easily. The solution we can implement will enable you to monitor all your social channels in one place with integration into your contact centre.  

Plus giving an indication of the sentiment of the citizen to enable you to prioritise responses, advanced searches and task scheduling. Monitoring sentiment trends provides the bigger picture. 

8. Task automation  

The smart inbox allows any digital interaction or textual task (event) to be blended into single or multiple queues. Sorting them by business context with smart tagging, search filters and prioritisation.  

This means that incoming events are automatically routed to an agent or orchestrated by business rule. Making sure that you’re on top of your workload at all times and that events are dealt with in the correct order.  

9. Take your business processes digital 

Our SmartOrchestration tool automates routine business processes. By applying ‘if this, then that’ rules with patterns and filters you can simply automate and orchestrate using AI and Robotic Process Automation (RPA). 

Speeding up the resolution of citizen problems, eliminating many manual business processes, thus freeing up time for staff to focus on more complex concerns. 

10. Introducing Self Service  

Self service is vital. It not only saves your organisation time, money and resources but also strengthens the customer service. Smart Self Service allows clients to expose customer or user facing functionality from legacy core systems. Make your customers’ lives easier by showing them their billing & invoices, contracts, analytics and much more.  

11. A single desktop view  

How much time is lost to data input across multiple systems? How much more efficient would your staff be if they had one form to complete based on the context of the call? Our SmartForms solution enables any data to be integrated down to field level and into one or multiple systems. The solution updates in real-time with your CRM and contact centre software, or quarantines records for approval. Therefore greatly increasing efficiency, effectiveness and productivity. Build forms and screens easily to digitise and automate processes. 

Start your journey through the G-Cloud 11 framework today!  

Daisy Shevlin

Marketing Content Executive

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