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A group of forward-thinking local government bodies, with the help and guidance of Atos Consulting, decided that the time had come to mobilize technology in order to build a more efficient, fast-moving, and vastly more convenient system. They formed the D!mpact consortium in 2006, originally with five members to build a digital counter: an online point of contact to be used by all citizens wanting to save time and speed up processing of their service requirements
Business Challenges
All government bodies, local or central, are trying to reduce their fixed costs as far and fast as they can, but this is very difficult in an environment where every organization has to run its own IT and process infrastructure, and the legacy systems they use are complex and hard to update.
This is the problem that Atos Consulting addressed in the Netherlands, working with a consortium of local government bodies to build what has now become one of the most successful shared-service environments in Europe.
Solution
- By using open standards for all of the IT systems, Atos Consulting was able to avoid major engineering work and make it extremely easy for the entire service environment to scale up as its scope increased
- The heart of the D!mpact success story is the eSuite toolkit, which provides a dedicated front office environment, intuitively designed and suitable for rapid use by individuals and companies, alike
- The middle office contains case and data repositories, together with orchestration and customer management capability, all based on open standards
- eSuite provides connectivity to the back office of the different service providers, in local and central government departments, enabling services to be delivered with maximum convenience, but without the need for major systems engineering
- This highly scalable architectural design allows new entrants to join the consortium and get up and running more or less at once, which explains why the original five founding members had expanded to 35 by May 2011
Benefits
D!mpact has changed the rules of the game for delivering public-sector services in a way that enables resources to be shared, best practice to be adopted and customized, and citizens to be more closely engaged than ever. It is clearly the shape of the future in service delivery.
- It demonstrates how a logical, stage by stage approach can attract public-sector organizations into a shared service environment
- Through sharing IT and process infrastructures, costs start to go down steadily and there is every incentive for them to commit more of their activities to a shared-service model
- More efficient and cost-effective working by government bodies
- It enables public-sector bodies to develop repeatable solutions that can be rapidly adapted, at low cost and high speed, for use by other organizations elsewhere
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