One Touch Wins IRRV Excellence in IT

7th October 2009

The London Borough of Southwark in partnership with Vangent, has won this years Institute of Revenues Rating and Valuation (IRRV) Award for Excellence in IT for the technology underpinning the One Touch Gov solution. The category recognises ground breaking innovations in the application of technology to transform the customer experience within revenues and benefits.

One Touch Gov is a citizen centric solution that transforms customer experience by improving customer service whilst significantly reducing customer contact. The service is designed to proactively deliver up to 10 critical services that residents may be entitled to in one single contact- tackling National Indicator 14 by reducing avoidable contact. The One Touch Gov system dynamically creates and updates new benefit claims, dramatically speeding up benefit processing- reducing time to process by half, with some ‘passported’ claims processed in as little as 24 hours.

“The annual IRRV awards are the Industry's top accolade for recognising excellence. Southwark's partnership with Vangent is now in its fifth year and continues to deliver innovative solutions for the benefit of our customers. The award is recognition for the hard work put in by all of those involved in delivering improvement in customer service” comments Dominic Cain, Head of Client Services at Southwark LBC.

“The Awards Panel was extremely impressed by the submission from Southwark LBC (and Vangent) which demonstrated an excellent example of partnership working. The partnership was able to show a new way of working that had been thought through and tested. Customer satisfaction and performance was high and others could learn a lot from what had been achieved by the two partners. In a tough category, they were worthy winners” says Gary Watson, Deputy Chief Executive at IRRV.

Since the implementation of One Touch Gov, the citizen centric solution has received numerous other awards and recognition at national and international levels for its customer service, innovation and operational efficiencies – excellent I.T. is now just one touch away.

For more information on One Touch Gov visit www.onetouchgov.co.uk