Case Study

Mendip District Area- 285 square miles Population- 103,869 (Census 2001) Rural with 5 Towns – population thinly spread approx 350 sq mile Tourism and small businesses - no major industry Glastonbury Festival!!!

Mendip District Council 220 employees Services contracted out inc Council Tax, Housing Benefit, Waste, Street Cleansing Conservative Majority – 2002 Management Restructure – end 2002 CPA 2003 – Weak with prospects to improved – lack of cohesion between management and leaders. Poor co- ordination in service delivery

Customer Service – 700 telephone calls per day (plus switch) 100 s and e-forms 150 face 2 face Abandoned Rate – 7% Resolved in Customer Services – 80% 75 service forms CT/HB, Licensing, Housing still to bring in

Asked Service Areas to identify top 10 services Produced a Council wide A- Z Service Areas trained to map processes on Visio – corporate guidelines produced Processes challenged – information and data required to deliver services and various constraints identified (legal, system etc) Developed Service Home Pages for website and Front Office Potted History of the SomersetDirect Partnership SomersetDirect Partnership awarded Pathfinder funding in April 2002 to implement a County wide CRM.

Arrival of the Esd-Toolkit Provided Local directory of services Process Maps to consider Related information from LAWS site MDC Devolved to Service Areas to use Toolkit Trained staff Supported by a Corporate Administrator

Development Team Internal Process Diagram e-enablement of Local Authorities Corporate Directory of Services Database Mendip Website Intranet Customer Relationship Manager EDMS Service Home Pages Internal information Non-customer information E-Forms Service Forms

Added Value to ESD-Toolkit Coordinate the development of e-service delivery across all the main Access Channels. Developing a detailed picture of each and every service we deliver as a Council. Developed a bench mark for the future development of services including shared service delivery. Better understanding of contractors contributions to service delivery – Contractor even use the esd-toolkit. Service Areas can use the toolkit to inform their service delivery.

Corporate Directory Of Services

2006 Esd-Toolkit is recognised as the corporate directory of Council services Information Management Audit – commended implementation In top quartile for all KPIs Service Areas delivering!! Added value from Customer Services BO staff able to concentrate on tasks? Improved information re service delivery? Efficient enquiry handling? Less repeat calls?

Further improvements in service delivery Co-ordinate all our systems System optimisation –System administration and data input Improved management information Customer Services deliver customer end Identify corporate processes – Enforcement, ASB etc Release the full potential of all staff

Future developments in Toolkit Esd-Toolkit to hold service standard details or ability to link from MDCs databases i.e. Directory of Services Esd-Toolkit to identify other Service Areas ‘associated’ with service delivery Esd-Toolkit to link services for joined up services delivery Internal service delivery Authentication and T-scores?

Mendip ESD toolkit Contacts Alyson Murdoch Toni Cox