Lambeth Council Committee Approves Recommendations to Enhance Digital Service Resident Experience
Lambeth Council's Overview and Scrutiny Committee has approved a series of recommendations aimed at improving the resident experience with digital services, including specific enhancements for the IEG4 platform.
The committee met on Thursday, 1 October 2026, to discuss the renewal of the IEG4 digital customer platform. While the committee decided not to refer the IEG4 platform renewal decision back to the Cabinet Member, it did pass recommendations for its improvement. The estimated total value for the two-year contract for the IEG4 platform is £1,013,704, which includes non-cashable benefits at no additional cost to the Council.
During the discussion on the IEG4 digital customer platform, concerns were raised by Councillor Matthew Bryant regarding inadequate service provision, citing issues with parking permits and the planning portal. Councillor Natalie Kane, Deputy Leader for Inclusion, Democracy and Culture, clarified that these specific issues related to other systems and not the IEG4 platform itself, which is a core component supporting high-volume services like Council Tax and Benefits.
The IEG4 platform is envisioned to support smarter use of customer relationship management capabilities and further automation of routine processes.
It will also support the Council's developing Contact Centre as a Service (CCaaS) model by providing lightweight customer and case context through its customer relationship management (CRM-lite) functionality, enabling more effective assisted digital support and smoother hand-offs between digital and contact centre channels.
The committee ultimately resolved to make recommendations rather than refer the decision back. These recommendations include establishing a working group with councillor involvement to gather feedback on the resident experience, developing a framework for residents to report issues with webpages and forms, clarifying responsibilities between IEG4 and the council's front-end interface, and creating a shorter-term action plan to address non-software issues within the council's control to improve user experience.
Further recommendations were made regarding clarifying the division of responsibilities between IEG4 and the council's front-end interface.
The full details of the committee's discussions can be found in the Public reports pack.