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?