e-Government: what is it?
e-Government allows citizens to deal with public sector organisations electronically where appropriate. As part of the Government agenda, central government set a target for all government services (national and local) to be provided electronically where it is legal and feasible to do so by December 2005.
Citizen-focused government
We are now moving away from the traditional boundaries in service delivery, towards providing “joined-up” services. This means you make the application and we do the rest. We provide the option of electronic delivery of services where it is appropriate, to give you more choice in how and when you can ask about, apply for and receive our services.
Service Transformation - managing the change
Waltham Forest is now shifting its e-delivery emphasis to transforming service delivery as part of the Modernising government initiative. This is essential to realising the benefits from our investment in information and transactional systems. To manage this transformation, we have identified 5 cross-cutting programmes to achieve a real change in access to services, customer satisfaction and improved efficiency. We are committed to moving away from the previous service centric delivery and towards a customer-driven demand met by effective self service provision.
To achieve these objectives we aim to
- Mainstream Waltham Forest Direct (WFD) as the centre of customer access to services
- Identify our customers needs and where they are located
- Use a range of channels to meet the individual needs of the user
- Work with strategic partners to provide services
- Achieve the most cost effective service provision by increasing take-up of lower cost service provision where appropriate
Our Access to Services programme will be driving this transformation forward. Further projects will build on using technology to improve access for citizens, including the next phase of the OneCard smartcard project. and partnership working with BT to provide wireless Internet access in key parts of the borough. We are also implementing new systems to measure customer satisfaction and building on this knowledge to fully understand our customers' need, wants and expectations.
Further information
Downloads and presentations from our Transforming Services Day June 2007
- Download our current ICT Strategy (199KB PDF file)
- Download our Access to Services Strategy (200KB PDF file)
- Download our Customer Services Strategy (92KB PDF file)
- View our IEG submissions
Contact us
If you would like more information about transforming government in Waltham Forest, please contact
Brigit Granger, e-Government Officer
e-Transformation Unit
Ground Floor - Area 7
Silver Birch House
Uplands Business Park
Blackhorse Lane
Walthamstow, E17 5SD
Tel 020 8496 3622
Mobile 07967 139 640
