"Citizens’ time is not free" (Varney 2007) and "the citizen is never in the wrong place" must be a consideration for every local authority. Reducing avoidable contact (NI 14) can only be achieved by providing high quality, joined-up and consistent information to the citizen regardless of how they interact with their council.

SearchLight has been designed around the ESD standards to automate the process of classify indexing and retrieving ALL of an authority’s information sources (documents, web content, emails, application data) from one place.

Furthermore Searchlight’s intelligent search capability automatically interprets every request for information (from wherever it comes) in the same way. Put simply, this means, however the request is expressed by the citizen ( e.g. "my neighbour is fiddling his benefit") Searchlight can identify and return the pertinent information to serve that request.

The information returned may be in the form of:

• Web page information (from a public web site or intranet)
• On-line forms
• Service Interaction Guide notes
• Primary service contact information
• FAQs
• Database Information
  

SearchLight can be used to combine content for presentation to the citizen( e.g. Multi councils in a two tier environment, neighbouring authority content, charities, Central Government information sources) to ensure that the citizen gets a response, regardless of who provides the service.

SearchLight easily integrates with:

• CRM Systems
• CMS systems
• EDRMS
  

It doesn’t matter whether the request is initiated through the Web (i.e. Citizen Self service), the Contact Centre or face to face the answer should be accurate and the same! And it will be using SearchLight.

SearchLight is easy to implement and delivers quantifiable (both cashable and non-cashable) benefits, such as:

• Improved citizen service
• More efficient use of resources
• Eliminates data duplication
  

If you would like to know more, or would like a copy of Cintra’s White Paper "Searchlight Local Government Knowledge Module: Savings and Benefits" then please contact us.

CRM Integration

SearchLight easily integrates with today’s CRM systems through its simple Web Service architecture. SearchLight functions can be called and information seamlessly displayed.

Citizen Self Service

SearchLight will automatically deliver the following benefits:

• Individual Intelligent search capability
• Joined up Intelligent search capability (where other public body information can be included within the data searched (Police, NHS, Shelter etc. etc.)
• Service Identification from the citizen request, allowing presentation of high value information surrounding the service, such as FAQ’s, eForms, Contact details of those responsible for delivering the service, including the main service web pages.
• Automatic Generation and presentation of a high quality A-Z of Services
  

Intelligent Searching

SearchLight’s Intelligent Search capability starts of from the precept that it shouldn’t matter how the content has been authored or how the question has been asked.

SearchLight achieves this by referencing the ESD Standards and lists. So a search for information on what to do with a dumped car will automatically deliver content on ’Abandoned Vehicles’.

SearchLight can be configured to automatically search the A-Z of Services first in order to deliver high quality responses.