Case Study: The City of Edinburgh Council streamlines citizen services with IBM Integration Bus

The City of Edinburgh Council develops customer-centric digital services

The City of Edinburgh Council sought to build a citizen-centric digital strategy to provide instant, convenient access to its services on any device. The challenge was to move away from inefficient, siloed processes and orchestrate its many systems into seamless, automated workflows. To achieve this, the council partnered with IBM, utilizing their IBM Integration Bus platform for sophisticated systems integration.

Through IBM's solution, the council integrated over 30 systems to automate processes for reporting issues like faulty streetlights and uncollected garbage. This transformation, implemented with IBM and partner CSI, resulted in over 2,500 digital transactions per month. This significantly reduced the call center burden, saved time for employees, saved money for taxpayers, and provided citizens with a faster, more responsive service.

The City of Edinburgh Council

Claudette Jones

Chief Information Officer