www.socitm.net learning from better connected 2014 intelligent sharing of third party services john...
TRANSCRIPT
www.socitm.net
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
www.socitm.net
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
www.socitm.net
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
www.socitm.net
Citizen benefits of a shared service
• A straightforward to access service?
• High quality information provision?
• An improved, hassle-free service?
www.socitm.net
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
www.socitm.net
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
www.socitm.net
The Anglia Revenues Partnership
www.socitm.net
Eh?
www.socitm.net
ARP home page
www.socitm.net
ARP home page text
www.socitm.net
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
www.socitm.net
www.socitm.net
Council tax leaflets
www.socitm.net
Dorset for you
www.socitm.net
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
www.socitm.net
Breckland home page
www.socitm.net
ARP pop-up appears!
www.socitm.net
Breckland newsflash
www.socitm.net
East Cambs council tax landing
www.socitm.net
East Cambs ‘service’ description page
www.socitm.net
Forest Heath council tax landing
www.socitm.net
St Edmundsbury council tax landing
www.socitm.net
St Edmundsbury council tax service description
www.socitm.net
The Anglia Revenues Partnership
www.socitm.net
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
www.socitm.net
Learning from Better connected 2014
Intelligent sharing of third party servicesThank you for your time
John Fox
@x333xxx
This presentation, with speaker notes, will be available to download from the Socitm website.