Westminster City Council Case Studies in Delivering Services Digitally Redesigning One Stop Shops The channel shift to online transactions

Westminster City Council We provide services to over 250,000 residents We control an annual budget in 2011/12 of £1bn We look after nearly 1,500 children in need We educate nearly 10,000 pupils in primary schools and more than 4,000 pupils in secondary schools We determine more than 10,000 planning applications

Objectives -To maintain the Westminster standard of excellent customer service whilst achieving annual savings of £2m from the re-design -To achieve a more convenient and flexibility method for citizens to engage with the council -To have a channel shift to online transactions. For example the corporate ambition is to have more than 80% of all parking transactions done on line in 2012/13. Case study: Changes to One Stop Shop services

Customer Programme Phase 1 Strategy & Plans “Bring Customers to the council  Bring services to where customers naturally want to use them” 1.Both possible and necessary to deliver improved access to services while at the same time reducing the cost of delivery. 2.Motivate & incentivise customer behaviour change  self service & channel shift to cheaper channels where appropriate 3.Deliver services where it is most convenient to customers. 4.Provide flexibility to customers in how services are delivered. 5.Deliver services to customers how and where they naturally want to conduct business with the council. 6.Deepen the level of service knowledge at the various points of contact – including self service on the web Key Phase 1 outcomes: 1.Replace current three OSS access points with a move towards self service - at home plus via a range of more convenient and accessible locations. 2. Annual operational savings of £2M

City Hall One Stop Church Street One Stop Harrow Road One Stop Your One Stop Express - Self serve PCs 20(+) by the end of 2011, including in all libraries Freephones Online at home Residents: 90% internet users 56% smartphone users Post Office More transactions Cash & Cheques payments 20 in Westminster 6 on Westminster/ Brent border The future of customer interaction in Westminster Specialist advice services (blended channels)

Your One Stop Express machine front page Quick links to the relevant payment or application page on WCC website Links to relevant information page for each transaction Links to WCC homepage

In the first month of the availability of NEW PARKING PERMIT applications being on line, we have gone from 0->40% of applications being on line. More than 80% of renewals were done on line in the same period. Overarching ambitions A more accessible and varied method of engaging and transacting with the council Greater knowledge of citizens when they interact with council Smarter and more efficient use of the council’s property portfolio Making it easier for residents to do business with the council Improving customer service levels whilst delivering value for money Initial Results and overarching ambitions

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