LGR

One of the less visible challenges of Local Government Reorganisation (LGR) was what to do about customer telephony and contact centres.

On paper, consolidating contact centres into a single operation might sound like the obvious answer. In reality, it wasn't a day one requirement, and the operational services themselves hadn't yet been harmonised. Different teams were still working in different ways, supporting different processes, and in some cases delivering services differently across the legacy authorities.

Local authorities must manage numerous notifications and documents efficiently and accurately. One of the significant challenges we faced was handling building control competent person scheme notifications submitted as XML attachments via email. To streamline this process, we utilised Blue Prism, our in-house Robotic Process Automation (RPA) tool. Our solution parses these XML attachments and splits them into separate XML files for the three sovereign councils within our organisation, ensuring each notification is accurately distributed.