Priority Outcomes
To guide local authorities in implementing eGovernement, the Department for Transport, Local Government and the Regions (and its successor the Office of the Deputy Prime Minister (ODPM)) issued a list of key targets, most commonly referred to as the Priority Outcomes or PSOs (Priority Service Outcomes). The list was issued in the snappily entitled document Defining E-government Outcomes for 2005 to Support the Delivery of Priority Services & National Strategy Transformation Agenda for Local Authorities in England – Version 1.0. In September 2004, detailed guidance on the Priority Outcomes was issued in the document Priority Outcomes - Explanatory Notes for Practitioners, published by the IDeA (Improvement and Development Agency) and endorsed by the ODPM.
Priority Outcomes are rated with three levels of obligation:
- Required = To be implemented (available for use) by Dec 2005
- Good = To be approved for funding and being actively implemented by Dec 2005 and implemented by April 1, 2006
- Excellent = Voluntary for authorities that have implemented required and good outcomes early.
The following technologies are recommended in Priority Outcomes: Explanatory Notes for Practitioners as those likely to be essential in the achievement of the Priority Outcomes:
- Customer relationship management system:
- Customer database (single view of info on each customer, citizen and business)
- Customer tracking (across access channels and from contact to resolution)
- Data warehousing (central repository for data, including legacy data)
- Middleware and web services (manages flow of data between all systems, including external)
- Document management system:
- Workflow, messaging and e-forms (gets work to the right people at the right time)
- Document and records management (e-storage of all documents and info)
- Content management (system for publishing of content to all access channels)
- Security, authentication and smartcards (for security of information)
- e-Payments (system for receiving payments to the council)
- e-Procurement (system for internal/external buying processes)
- Geographic Information System (GIS) (access to geographical data through maps)
- Local land and property gazetteer (database of land and property information)
- Access channels (websites, call centres, kiosks, digital TV, mobile phones, etc.)
Read more about this topic: Local E Government, Local EGovernment in England, Objectives and Performance Management
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