Our customers: meeting local government demands with ESRI (UK) GIS

See how ESRI (UK)… improves services for citizens

No objective is more important to government, at all levels, than improving the services provided to citizens. That might mean improving the provision itself, by making it more relevant and targeted, or it might mean changing the way that citizens can access the services to make it easier for them.

Geographic information can be a major asset here, simplifying interactions with government, while also helping plan service delivery around areas of need.

Driven by their experience of private sector services such as online banking, shopping and even traffic information, citizens today expect to be able to interact with government online – and many of those interactions can be simplified through GIS. Making public sector information available through maps also makes that information more accessible – which is a key part of ensuring government is transparent and responsive. And one of the most valuable uses of geographic information is to help plan service delivery in a more targeted and even personalised way.

Read on to see how ESRI (UK)’s existing customers are using our GIS tools to achieve these benefits – and more.

Hammersmith & Fulham – Transforming Service Provision

The London Borough of Hammersmith and Fulham is transforming the design and delivery of its services top down. It is doing this by analysing and understanding the changing patterns in its demographic, their needs and expectations, and developing services to match this dynamic. Click here to read the mini case study.

Braintree District Council – Lowering the cost of customer service

As part of its commitment to putting the customer first, Braintree District Council wanted to give residents better access to council services and local information. It used ESRI (UK)’s LocalView solution to deliver a range of new services via its web site and has both improved customer service and reduced costs. Click here to download the full case study.

London Borough of Tower Hamlets – Using GIS to help citizens more efficiently

When the London Borough of Tower Hamlets established a new customer call centre, it embedded GIS into its Customer Relationship Management solution to help it answer queries quickly and effectively. But this isn’t the end of the story. By using GIS to strategically analyse the calls received at its call centre, the borough is now able to take proactive steps to improve public services for residents. Click here to download the full case study.

London Borough of Lambeth – Improving the call centre with GIS

When the London Borough of Lambeth established a new central call centre, it embedded GIS at the heart of its systems. Call centre operators now have easy access to geographic information and can respond more quickly and accurately to enquiries from the public. Customer service has improved – but this isn’t all. The call centre staff use the GIS system to support, on average, responses in 40% of all calls received. This has helped the council achieve significant improvements in efficiency, leading to cost and time savings. Click here to download the full case study.

Renfrewshire Council – Putting public services online

Renfrewshire Council wanted to develop more online services, for the benefit of internal staff and the public. To achieve this challenge, the Council’s GIS team chose data from Ordnance Survey’s OS MasterMap®, coupled with ESRI (UK)’s easy-to-use GIS software. Click here to download the full case study.


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See how ESRI (UK)… increases efficiency

One of the underlying truths about better information use and sharing is that almost by default it increases efficiency. It means that different government departments, agencies and local authorities don’t duplicate effort in publishing or accessing information. Geographic information is naturally no exception, but it is in the use of the information that GIS solutions really deliver efficiencies.

One of the most obvious ways to increase efficiency within local government is to reduce costs, particularly the costs of services provided by third party contractors. School bus contractors, taxi firms and others can be given precise details of the resources required via GIS-enabled mapping tools. What’s more, GIS can be used to identify the services that are needed most in each local area, to help with planning and increasing efficiency. And in a quite different sphere, geographic information can also help to reduce costs by tackling benefit fraud or non-payment of taxes.

Read on to see how ESRI (UK)’s existing customers are using our GIS tools to achieve these benefits – and more.

Hammersmith & Fulham - Improving efficiency with enterprise GIS

In the London Borough of Hammersmith and Fulham, everyone – from the chief executive to planning officers and call centre agents – benefits from the use of GIS. Available to all 7,000 employees, GIS has helped the borough to make time and cost savings across multiple departments, as well as improve the availability of information and quality of service for residents. Click here to download the full case study.

Reducing supplier costs at the London Borough of Bexley

One of the most obvious ways to increase efficiency within local government is to reduce costs, particularly the costs of services provided by third party contractors. For example, using a school transport application from Trapeze, the London Borough of Bexley was able to dramatically reduce the costs of its school transport provision. This was because when the Borough re-tendered the taxi service, it could identify precisely the resource required to transport pupils from home to school and back again. The ESRI GIS element of the Trapeze application helped the London Borough of Bexley plan each route and calculate the mileage by using the home and school addresses of each pupil who required taxis.

Clearly, this would change throughout the year as pupils moved, but it meant that the Borough could allocate runs to the most cost efficient taxi provider.

Teignbridge District Council - Achieving greater efficiency

Efficient refuse collection clearly has benefits to the taxpayer. That’s why Teignbridge District Council (TDC) is using ArcGIS from ESRI – combined with GPS, OS MasterMap Integrated Transport Network data and other property information – to analyse and optimise refuse collection routes.

To date, TDC has been able to save £20,000 by spreading workloads more efficiently between crews and reducing fuel consumption. And further optimisation puts the Council on target to deliver cashable savings of some £110,000 per year.

Nottingham County Council - Making the most of Ordnance Survey Data

The launch of Ordnance Survey’s new OS MasterMap product presented Nottinghamshire County Council with challenges as well as opportunities. The product provided more detailed and precise geographic data. However, in order to make this improved data available to users, the council faced the prospect of complicated and time-consuming data management. ESRI (UK) offered an alternative solution. Through ArcSDE software, Nottinghamshire County Council can now make the latest Ordnance Survey maps available to employees quickly and easily. Click here to download the full case study.

Newcastle City Council – Managing speed and traffic restrictions with GIS

With growing numbers of commuters travelling into and out of the city every week, Newcastle City Council wanted to improve traffic flow and road safety on key access roads. At the same time, it also needed to prepare for the Traffic Management Act. The council launched two innovative traffic management initiatives – and deployed ESRI (UK) GIS to help it achieve its goals. Click here to download the full case study.

Highland Council - Moving Mountains

Councils face heavy responsibilities for monitoring contaminated land. But the challenging geography of the Highland Council’s region meant that its Environmental Health Team was stretched to the limit as it carried out its duties. As a result, the council decided to use GIS to help lighten the load. Click here to download the full case study.

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See how ESRI (UK)… empowers shared services

Delivering better services to citizens is often best realised when different public sector organisations work together, so that citizens can access multiple services from the same location or website, and provisioning decisions can be made jointly.

Using ESRI (UK)’s mapping tools, information can be enhanced and made more meaningful with its geographical context, allowing it to offer greater value to other government departments – on a local and national scale. Read on to see how ESRI (UK)’s existing customers are using our GIS tools to do this, and more besides. Click here to download the full case study.

Hampshire County Council – joining up and sharing services

At Hampshire County Council ‘joined up government’ is not just another Government catch phrase. It’s a reality. By deploying Geographic Information Systems (GIS) to integrate data across its entire organisation, the council has been able to break down traditional departmental barriers and improve internal efficiency. In addition, it is using GIS to share services with other local government organisations in the region – reducing public expenditure and improving services for citizens. Click here to download the full case study.

Lancashire – Working together locally using Red Rose Maps

In order to share information efficiently within its multiple local authorities, emergency services, primary care trusts and a range of public service organisations, Red Rose Maps was developed. A collaborative effort, Red Rose Maps delivers GIS services to the whole of Lancashire and allows staff at any of the partner organisations to view and make use of a wealth of statistical and map based information about the county. The services are delivered online and centrally, removing the need for each council to invest in its own GIS platform. Click here to read the mini case study.

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