E-government

Central government has set a target for all local authorities to provide council services electronically by 2005 – through the internet, telephone and even WAP services on mobile phones. This target contributes to the wider programme of modernising government structures to provide high quality, responsive public services.

The Implementing Electronic Government (IEG) statement 2005 (word) sets out Ealing Council's current position, priorities for future investment and the action plan to achieve this target.

Ealing's e-vision
Ealing Council's vision for e-government will create a council that is recognised for putting customers first. The IEG statement sets out several aims to offer improved services.

The council will:

Large-scale changes in the way the council operates and the systems it uses are underway to support these aims. By December 2005, the council will offer:


Benefits of e-government

Improved services
E-government means the way you interact with the council is about to improve. Traditionally, much business has been carried out face-to-face, usually at a time and place of the council's choosing. Making services and information accessible electronically allows you to choose when and how you want to do business with the council. You will be able to use a computer at any time to raise service requests yourself, and check on the progress of that request at any time. This also means there will be an improved level of support to people who want to retain face-to-face contact with the council.By using the website or street kiosks you can tell the council your opinions about a particular service, or have your say on current consultations.

Joined up services
Information and services will be organised in a way that serves your needs. Services will be integrated so that you no longer have to give the same information more than once. The council will use a customer relationship management system (CRM) that provides a record of all previous contact with the customer, regardless of the original contact point. This 'one-touch' philosophy is designed to free up council resources, resulting in a quicker and more responsive level of service.

Accessible services
The council recognises that not everyone has electronic access at home. Libraries and on-street kiosk terminals will provide access to the website and services for those without home computers. Visually-impaired users will be able to adjust accessibility features of the website to suit their needs. Staff equipped with handheld computers will bring services directly to the homes of vulnerable people.

Community-based services
The e-government framework allows the council to assist local voluntary and community groups. The council will offer electronic support to the voluntary sector and, in some cases, enable groups to raise transactions or deliver services on its behalf. The council is also working with neighbouring boroughs to develop a wider choice of services for West London.

Past IEG statements (pdf)

IEG statement 2002 
IEG statement 2003 
IEG statement 2004
IEG statement 2004 (mid term)
IEG statement 2005