GOSS Digital Platform for St Helens Borough Council

St Helens Borough Council is a metropolitan district authority with wide ranging responsibilities encompassing highways, waste, environmental services, social care, education, planning, registrars and revenues and benefits serving over 180,000 residents. A key component of its ambitious 'One Council' modernisation programme is an initiative to transform the customer experience and increase the capability of residents to do more digitally.

In support of the programme's objectives the council knew it would need to replace its open source Content Management System (CMS) to present a new and refreshed website and intranet to residents and staff which would allow transactions to be completed easily.  The council's project team was clear that this should seamlessly integrate with a new Customer Relationship Management system (CRM), incorporating a single customer portal to serve as a hub presenting residents with their interactions with the council.  An online forms solution that could integrate not only with the CRM, but also with the council back office systems was also a key element of the specification.

The council recognised that all of these requirements were intrinsically interconnected.  This made the GOSS Digital Platform which combines CMS, CRM, Customer Portal, Forms and powerful Integration Engine in a single unified platform, the perfect fit.

The council will be using GOSS Expansion modules available with the Platform for areas such as StreetScene, Registrars, Complaints and Freedom of Information and Subject Access Requests. This will enable fully tested and supported digitalised services to be up and running quickly, freeing council staff to utilise the Platform's advanced low code and no code tools to make many additional online services available on a refreshed and engaging new council website.