2. Why? Improved Service Delivery? ODPM BV157, CPA, Priority Outcomes? Partnership Joint Working? Efficiencies Gershon?

3. Why? Face – Face Required? Easier Access to Services? Faster - Save time?

4. Why?

5. Customer!

6. Research Suggests Citizens- Difficulty in making contact Confused who does what? Passed around / same information twice Access outside 9am-5pm

7. WHAT?

8. VISION

11. FIRST IMPRESSIONS

12. CITIZONE 'Everything must be about the customer and for the customer'

13. Citizone is for our citizens! Complex to understandSimple, consistent messages Inaccessible - difficult to find the right person, to understand process Accessible - a single ‘face’ with multiple touch-points Not relevant, archaic & institutional Relevant, contemporary, and personal Difficult to get satisfaction / resolution A resolution focus – measured on customer satisfaction performance Multiple brandsSingle brand What was it? What is it now? Against

14. What is Citizone? A place where you queued and were passed from pillar to post You are greeted promptly and interviewed by a single person with confidence Repetitive questions and endless form-filling A place where you are known and details are already available A place where you were expected to know what to do and what information was required A place where you are mentored and where guidance is provided A frustrating process ending in dissatisfaction A promise of resolution Multiple, fixed locations A single location near to you What was it?What is it now? Against

15. Education

16. Citizone Video

18. What is a Citizone POP? A “single face” for citizens to access local services It is a: –A kiosk –A full face to face service –Sometimes both –Internet Website Modular Design Self Service and Mediated Service County and District Services One Place Link to Back Office Support

19. District: Advice, information, intelligent referral –Housing –Revenues and benefits –Environmental health –Council tax –Planning County: Advice, information, referral, and some transactions –Highways –Educational awards –Trading standards Helping people to use the websites Our trial services

20. what’s it all about? “Joined up” services – yes, really Sometimes known as “One Stop Shops” … or Information Points … or Local Information Points … or Service Zones... Or Resource Centres

21. Future? Wider range of services Bringing in Police, Housing Associations, Health, Benefits Agency, CAB private sector … Videoconferencing Smart Cards

22. Future? Evaluate Dunstable Citizone Launch Ampthill & Biggleswade Leighton Buzzard? Introduce wider range of services - “life events” Police, Housing, Health, Benefits, private sector Videoconferencing for interviews with experts Technology Portal, SMS, Telephony, Data Sharing CRM Kiosks at council premises, post offices, leisure centres Responding to requests for additional POP’s Mobile Citizones Smart Cards

23. ? Questions Peter Whisker peter.whisker@citizone.org Mob 07909934937 peter.whisker@citizone.org