Bournemouth, Christchurch and Poole (BCP) Council is undergoing the most ambitious transformation attempted by a UK local authority.
In 2019, a local government reorganisation (LGR) brought four existing councils together. The new Authority’s vision was to create a truly connected organisation, driven by technology, powered by data, and capable of providing seamless digital experiences for customers and employees.
Its ambition is for residents to access the right level of service, at the right time, and get the right response. That means moving simple transactions online, while focusing support on areas and residents with more complex needs.
Following a project to define what the new council would look like, and how it would operate, KPMG worked with BCP Council to underpin these with strategic, enterprise-wide technology platforms.
To enable the desired benefits for residents, we defined and delivered a technology architecture comprising three core systems:
- Enterprise resource planning (ERP)
- Customer relationship management (CRM)
- Data platform
The programme ran across ten workstreams – running at unprecedented pace – and included extensive knowledge-sharing with the Council’s team. We’ve helped equip them to build the capabilities, applications and data analytics needed to redesign every one of the 700-plus services they provide to residents, visitors and businesses.
Each aspect of the transformation was people-led, technology enabled, and outcomes-focussed. The result will be a thoroughly modern organisation. With unrivalled customer insight, BCP Council is starting to meet its ambition of superior, frictionless experiences for employees and local residents, while driving almost £44 million in cost savings.
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