Norwich City Council understood the need to change the way it operated to improve overall performance and increase customer satisfaction. It began with a full analysis of its business processes to highlight where and what change was needed. The programme, Norwich Connect, which is both improving working practices implementing a fully integrated ICT infrastructure, has also been awarded PFI funding.
Following a six-month analysis and design stage, which was vital to the success of a project of this scale, system re-design began in council services with the highest volume of processes and greatest customer contact.