North East Lincolnshire Council
Working in partnership with a council ahead of its time
As a forward-thinking organisation, North East Lincolnshire
Council (NELC) is committed to using the latest technology to
benefit both residents and staff. And with ambitious organisational
and environmental plans, having a knowledgeable communications
partner who understands the Council’s unique needs is vital.
With a complete business transformation underway to enable
government customer service directives to be met, and staff to work
more effectively, NELC needs to ensure it makes the most of
communications technology to achieve its objectives.
Our proactive account team has worked closely with NELC over the
past ten years to develop and manage a complete data and voice
solution. Designed to meet the Council’s specific objectives, it
allows the organisation to introduce performance-enhancing
initiatives with ease. Most recently, the introduction of advanced
software, including sophisticated IP telephony, has enabled NELC to
create an even more efficient and flexible working environment –
delivering benefits right across the board.
Developing initiatives by harnessing technology
Covering the main towns of Grimsby, Cleethorpes and Immingham,
NELC serves approximately 170,000 residents. Recently awarded two
stars by the government in acknowledgement that performance at the
Council is ‘improving well’, NELC’s advances are clearly being
recognised. With recent figures showing that 70% of citizens choose
to contact the Council by phone, our forward looking data and voice
solution enables NELC to communicate quickly and efficiently with
the public it supports – helping to improve its performance levels
even further.
Established and robust local relationships
Our long history of working with NELC gives us a very good
understanding of the Council’s needs, and allows us to use our
established and robust local relationships to address them. "The
ntl:Telewest Business account team understands the pressures that
the Council is under, and works very effectively with us to help
achieve our objectives," explains Andy Jarvis, ICT Technology
Services Manager at NELC. "They really strive to understand what
our business is about."
Working closely with us on every aspect of their communications
network helps the Council to introduce ground-breaking strategies
for change. For example, NELC recently worked with the Primary Care
Trust Plus – one of the first schemes in the country to merge adult
health and social services for a cohesive approach to care
services. It is also in the process of implementing the WorkSmart
initiative, a strategy that enables flexible working across the
Council. Our resilient network solution forms the backbone of both
of these innovative initiatives.
Sophisticated communications for a better work / life
balance
WorkSmart has been made possible thanks to the sophisticated IP
telephony solution that we’ve recently implemented at NELC. Under
the scheme, staff can work securely from any of the Council’s
sites, or from home, as if they were in their own office.
Andy explains, "As staff are no longer bound to a specific desk
or location, the organisation’s efficiency has increased. Staff are
able to work remotely, spending more time helping residents and
less time at their desks. This has not only improved staff work /
life balance, but also positively impacted on the Council’s carbon
footprint." Andy continues, "This is all supported by ntl:Telewest
Business, and underpins critical changes in our working
practice."
Increased productivity, reduced costs
The environmental impact of using our cutting-edge IP telephony
solution is proving to be significant. Combining WorkSmart with a
NELC initiative to link each of its buildings is enabling desk
numbers to be reduced by 20%.Productivity has also seen an
exceptional improvement, with one department reporting a 20%
increase amongst its home workers.
Clearly, these results are delivering cost savings to the
Council, enabling them to invest in other areas and continue to
improve levels of customer service. Andy explains, "The solution is
very successful. Working with ntl:Telewest Business allows us to
use technology that delivers financial benefits to the organisation
and ensures we’re ready for the future."
What it has made possible
Andy is pleased with how our Next Generation Network and
collaborative partnership is helping the Council to move forward.
"As an organisation we’re evolving all the time. ntl:Telewest
Business works flexibly with us to meet our demands. We have a
good, solid relationship."
Reflecting on the part that our solution has played in helping
the Council to improve its services so significantly, Andy
concludes, "To continue to meet the needs of our residents and
improve Council performance, we have to stay ahead of the game.
We’ll be looking to ntl:Telewest Business to help and guide the
Council to do this through communications technology."