The City of Edinburgh Council develops customer-centric digital services to ensure better outcomes for citizens and communities
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- IBM Integration Bus
- IBM InfoSphere Master Data Management
Tech Stack
- Integration Platform
- Master Data Management
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
Use Cases
- Public Transportation Management
- Smart City Operations
Services
- System Integration
About The Customer
The City of Edinburgh Council is based in Scotland’s capital city. The Council provides a range of public services to over 444,000 citizens, and promotes the city worldwide. The Council is working to build a more cooperative and prosperous Edinburgh that benefits every individual and community. The Council's transformation started with a simple ambition: to put citizens at the centre of its processes, and enable a 'channel shift' to help people interact efficiently and consistently with the Council’s services – whether in person, by phone or email, or online via new digital services.
The Challenge
The City of Edinburgh Council aimed to put citizens at the centre of its processes, and enable a 'channel shift' to help people interact efficiently and consistently with the Council’s services – whether in person, by phone or email, or online via new digital services. The Council wanted to create a hub-and-spoke architecture, where systems would interact via a single central integration bus. This would provide a single point of control, allowing the Council to easily add, remove or replace different systems within the architecture, and orchestrate them into complex processes with a minimum of effort.
The Solution
The Council’s digital vision is underpinned by a sophisticated integration platform from IBM and CSI, orchestrating people and systems into seamless business processes. The Council is using the Integration Bus as a 'universal translator' to exchange messages and transactions between a host of business-critical systems, including its website, customer relationship management, online payments, council tax management, environmental asset management, identity management, master data management and analytics systems. The Council has launched more than 30 digital processes that are orchestrated by the Integration Bus. Some of the most popular services allow citizens to report pot-holes, uncollected garbage and defective street lights, or request new recycling bins, and view council tax, rent and benefits statements.
Operational Impact
Quantitative Benefit
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