I am LOVING Kev Rowe’s continued blogging about the low-code digital platform development at Luton, some of the thinking behind it, and how it ties in with the corporate strategy for the town:

… we’re building towards a more complete view of the resident. Starting with complaints, the aim is to give the contact centre better visibility so they can understand context and respond more effectively – but without the burden on the resident of having to create and maintain an ‘account’ with the council.