Improving Resident Services Aylesbury Vale District Council Ann Kiceluk - Programme Director, Business Transformation Jim Dickson – IT Project Manager.

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Presentation transcript:

Improving Resident Services Aylesbury Vale District Council Ann Kiceluk - Programme Director, Business Transformation Jim Dickson – IT Project Manager

Aylesbury Vale Herts Beds Oxon Northants Population 174,100 (2011 census) 72,866 households (March 2012) Mainly Rural

Introduction Channel Shift Programme – Initiated Dec 2011 – Move towards internet based self-service and telephony services (for those who are able) – Downsize customer facing services and reduce referrals to back office with aim – fix first time – Deliver cost effective service for all Council’s customers – Implement a single Customer Portal

. Gandlake Engaged Jan 2012 June 2012 Agree Spec Transact Garden Waste DD form live 4 Jul Oct 2012 Transact Licensing Revs & Bens Identified as next phase Timeline – Garden Waste Full Online portal with Citizens Account Council Tax Module - UAT

Making Things Happen – Garden Waste Garden Waste – Corporate Aim to Increase recycling and reduce landfill – Waste transformation to generate savings – Income generation opportunity from garden waste (free pilot in operation in 2 areas) – Phased implementation Target area identified Rollout in other areas dependent on take up above – Complete Rollout July 2012 – Target set at 7,000 take up by Mar 13

Implementation – Garden Waste Design

Current Status – Garden Waste OUTCOME: – 10,000 signed up by October 2012 and revenue collected Thanks to online processing Super Stars – Significant efficiency and FTE savings – Over 400 new applications per month and rising – Generated over £360,000 ‘new’ revenue

Why Gandlake? Proven Working relationship – Flexibility to design from scratch – Option for partnership working – Timescale for delivery

Stage Two – Council-wide Rollout Simple procurement through G-Cloud Role out technology across whole council One secure authentication for all services One simple log-in High volume contact services starting with Council Tax and Licensing

Standard Service - Council Tax Reduce high call volumes by moving online Consistent customer journey via web, contact centre or face to face Better service Reduced cost More time available for vulnerable

Value Add Services - Licensing To free up “additional resources” Encourage self-serve – Temporary Event Notices – Changes to Designated Premises Supervisor – Application for Personal Licence Reduce Face to Face – TAXI driver licences (new / renewal) – TAXI Operator Licences – TAXI Vehicle Licence

What does this tell us ? There is certainly appetite for Online services in AVDC ‘end to end’ integration one of the keys to success Spratt to catch a mackerel Phased approach helps strategy develop in line with aspirations Visiting reference customers invaluable – Harrow Council The web is OPEN for business

Thank you for your time Any Questions?