Implementing Customer Services

In the Beginning

The government's drive towards electronic or "e"-government started with the "Modernising Government" white paper published in March 1999. This announced targets for using technology and electronic service delivery (ESD) to transform public sector service delivery. The aim is to build easy to use, responsive, integrated, quality services based around customer need and joining up services offered by different agencies where appropriate. Services should be easily accessible to the customer in the best way for that customer, whether over the counter, by telephone, internet, digital TV, WAP phone, or anything else, and also at a time to suit them.

The target

Customer Services Service Plan 08-09

Implementing Electronic Government (IEG) statements are corporate plans which set out how local councils are approaching the task of improving service delivery through e-Government. They help to monitor the progress of councils towards the achievement of 100% e-enablement and priority outcome targets. The Priority Outcomes for local e-Government were published in April 2004 as a means of proving an operational focus for e-Government implementation and use of IEG capital grant money.

Round 1 of IEG statements (IEG1) in 2001 required councils to set out their plans for implementing e-Government. These plans were supported with £200,000 in IEG capital grant for each council.

Round 2 of IEG statements (IEG2) in 2002, emphasised the need for councils to provide evidence of progress in taking the e-Government agenda forward and to demonstrate realistic plans of action and expenditure to meet 2005 targets for the 100% e-enablement of local services. These plans were again supported with £200,000 in IEG capital grant for each council.

Round 3 of IEG statements (IEG3) in 2003 introduced a standardised proforma designed to allow self-assessment, benchmarking and measuring progress on key deliverables. IEG3 plans were supported with £350,000 in capital grant for each council.

Round 4 of IEG statements (IEG4) in 2004 monitored evidence of progress in the delivery of priority outcomes for local e-Government and required all councils to submit returns online via an e-form. IEG4 plans were supported with a final round of £150,000 capital grant allocation for each council.

From December 2004 through to 31 March 2006 all councils were required to input and maintain IEG data in real time via the esd-toolkit.

IEG4 was made in December 2004.

A mid-term statement (IEG4.5) was submitted in July 2005, with a further statement (IEG5) in December 2005

IEG6 - the final statement - was submitted in April 2006

Useful Links

Local eGovernment homepage -www.localegov.gov.uk/en/1/localegov.html

Link to Priority Outcomes - www.localegov.gov.uk/images/Priority Outcomes for 2005_223.pdf

Feedback

For any comments or questions regarding Worcestershire County Council’s Implementing e-Government return, please contact:

:eGovernment@worcestershire.gov.uk

• Worcestershire's IEG statement  (452.00 KB) (version1)
• Worcestershire's IEG statement  (1.33 MB) (version2)
• Worcestershire's IEG statement  (435.59 KB) (version3)
• Worcestershire's IEG statement  (170.13 KB) (version 4). December 2004
• Worcestershire's IEG statement  (215.15 KB) (version4.5) July 2005
• Worcestershire's IEG statement  (208.10 KB) (version5) December 2005
• Worcestershire's IEG statement (version6) April 2006  (220.35 KB)