Post on 27-Dec-2015
Improving Resident Services
Aylesbury Vale District Council
Ann Kiceluk - Programme Director, Business TransformationJim 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 2012Agree Spec
Transact Garden Waste DD form live
4 Jul 2012
1 Oct 2012Transact Licensing
Revs & BensIdentified as next phase
Timeline – Garden WasteFull 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 timeAny Questions?