1. Using New Forms (Tips and Tricks) Scarborough Borough Council Sharon Carey Bryden Simpson

2. We user new Achieve Forms You don’t need be a “techy” to build a good form / process. Important to know about customers and how they report complaints, requests. Important to know the information that services require to do their jobs effectively. Scarborough Borough Council Form and Process Design

3. 1.Design an end to end process not a form… 2.Think about questions for good quality data! 3.Think about chase-up requests! 4.Auditing is really good! 5.Payments can be problems (avoid the pitfalls)! 6.All else fails…use a General Enquiry! Scarborough Borough Council Tips and Tricks…..

4. More efficiencies from end to end processes than electronic forms to channel shift. Processes can be developed over time (Rome wasn’t built in a day!) Processes can be tweaked and refined over time. Scarborough Borough Council Build a Process

5. Examples of : 1 Stage Processes

6. Freedom of Information Request Live but end to end process only half built Can build and launch in stages Opportunity to get it right at each stage

7. Live Integrations 1.Food Advice 2.Food Complaints (Food poisoning / Foreign bodies / Premises complaints) 3.Health & Safety Enquiries and Complaints 4.Noise Pollution 5.Pollution Coming Soon…. Housing Tenant Concerns or Complaints Gypsy and Traveller Reports Scarborough Borough Council EHS Integrations

8. Environmental Health Requests 5 processes with 650+ successful cases direct into iDOX Started as a Form – now a Process iDOX integration can be put on hold Additional information and chase-ups incorporated into process. Will develop process to have more 2 way integrations in future.

9. Free text also.

10. Noise Pollution Request in iDOX Reported using Self Service at 05:22am

12. Auditing is Good!!! Use it on all processes in all stages of forms Used for audit (statement about what has happened) Used for case notes (Officer can add there own notes) Audit HistoryCase Notes Run together: Update 1 history field

13. Auditing is Good!!! Handyperson Referral Example

14. Payments Warning!! If payment not successful (form not submitted!) Use radio button to turn off payment integrations Write report data to database prior to taking payment Take Payment Update report data to say payment taken successfully (or not!). Positives far outweigh the pitfalls but be prepared! Easy seamless process for Customer First Advisors

15. Used as a process for one off enquiries and messages. Backup if forms go wrong – can still get details recorded and information to an officer / team. Used to identify requirements for new processes / better sign-posting. Can be reallocated with clear audit trail. Can be re-directed back to Customer First if used the wrong form. Scarborough Borough Council All else fails….General Enquiry “1 backup bucket”

16. Simple General Enquiry Process For Self Service Enquiries Oops Wrong form used! For future updates Loops round to re-allocate

17. General Enquiry Process – Cases in Dash

18. General Enquiry Process – Re-allocation

19. General Enquiry Process - Auditing Initial Request Response CSA Allocated

20. Firmstep Suggestions / Requirements Form

21. Any Questions? Scarborough Borough Council