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Learning from Better connected 2014

Intelligent sharing of third party services

John Fox

Digital consultant &

Better connected reviewer

This presentation, with speaker notes, will be available to download from the Socitm website.

www.socitm.net

Why share a service?• Council services are often merged to create

efficiencies for each council participating• Through economies of scale, service delivery can be

enhanced and substantial savings realised by

removing duplication of effort • Efficiencies created often lead to faster processing

times, reduced cost to serve and, implemented

well. could be a huge boost to the authority to

achieving significant channel shift

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Current practice• Good examples of shared web services tend to be

isolated rather than the norm

• Many shared web services appear to benefit the service providers rather more than the customers they purport to serve

• A shared service is treated like it has been outsourced to an unconnected third party and often appear to abdicate responsibility for ensuring customers journeys to task completion are smooth and trouble-free

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Council tax and benefits• The perfect service to share between multiple

councils• Significant improvements in service delivery• Annual financial savings in excess of £2m per

annum• Consultancy, training and resilience services to

other local authorities• Ripe for achieving external recognition,

accolades and government efficiency or innovation awards

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Citizen benefits of a shared service

• A straightforward to access service?

• High quality information provision?

• An improved, hassle-free service?

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Recipe for success• Introduce the shared service properly (eg council

partner, represents the council, etc)• Explain how it is intended to improve customer service.• Thoughtful links, including wording• Work hard to achieve an excellent, consistent end-to-end

user journey deep into shared service website• Ensure that key information is not omitted, eg council-

specific requirements stated

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Case study

www.angliarevenues.gov.uk

Four district councils (one in Cambridgeshire, one in Norfolk and two in Suffolk) who are “working together to provide a quality council tax, business rates and benefits service” to all their residents

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The Anglia Revenues Partnership

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Eh?

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ARP home page

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ARP home page text

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Council tax and benefits• The perfect service to share between multiple councils.

• Significant improvements in service delivery

• Annual financial savings in excess of £2m per annum.

• Consultancy, training and resilience services to other local authorities

• Ripe for achieving external recognition, accolades and government efficiency or innovation awards

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Council tax leaflets

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Dorset for you

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SPOT THE HOST!

I’m going to show you the council tax customer experience provided by each of the four partners.

Can you spot which of the four hosts the Anglia Revenues Partnership shared service?

I’ll invite a show of hands when you’ve seen you all four

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Breckland home page

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ARP pop-up appears!

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Breckland newsflash

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East Cambs council tax landing

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East Cambs ‘service’ description page

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Forest Heath council tax landing

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St Edmundsbury council tax landing

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St Edmundsbury council tax service description

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The Anglia Revenues Partnership

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Intelligent sharing of third party services• Introduce the shared service properly (eg council partner,

represents the council, etc)• Explain how it is intended to improve customer service• Thoughtful links, including wording• Work hard to achieve an excellent, consistent end-to-end user

journey deep into shared service website• Ensure that key information is not omitted, eg council-specific

requirements stated• Regularly test the user journey on both council and shared service

websites • Ideally, a consistent user experience across all shared service

partner websites

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Learning from Better connected 2014

Intelligent sharing of third party servicesThank you for your time

John Fox

john.fox@socitm.net

@x333xxx

This presentation, with speaker notes, will be available to download from the Socitm website.