Local E Government - Local EGovernment in England - Objectives and Performance Management - Priority Outcomes

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.)

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