Digital Firstat

North Somerset Council

Context

• The public sector faces a combination of shrinking budgets, rising costs and increased demand.

• Delivering self-service is becoming an essential cornerstone of digital transformation necessary to improve customer service while addressing budget deficits.

Digital Self Service in the Public Sector, GOSS, 2015

Introduction to North Somerset Council’s Digital

Strategy

Customer Access Strategy:

an introduction

Key objectives

Understand how we wish to engage with our customers•Improve service whilst reducing costs

– High quality systems – Easy to access– Digital first approach– Support those who need it

•Use technologies to enable change•Understand our customers•Digital Inclusion Group

Case Study:Revenues and

Benefits

Rationale for change

• Prior to 2013, paper based systems

• Time consuming, prone to error

• Difficult to maintain accurate records

• Cost reduction

• Service improvements– Speed in processing– Risk based verification

Achievements

• 20,000 customers signed up by between Oct 2013 and Jul 2014

• 30% less calls to contact centre

• C. 1600 customers viewing account online every day

• 2000 less calls at annual billing

• 80% of direct debits completed online

• £100k cost reduction in year one

Approach to change

• Communications strategies with stakeholders and customers

• Detailed channel migration plan

• Daily tracking against forecast

• Staff “script” to ensure consistency

• Assisted self-service protocols in place

Digital First Approach

• Digital First Guidance for Council Tax & Housing Benefit staff– Signposting– Appointments– Visiting Officers

• Continuing investment in Community Hubs

• Investment in mobile working

Case Study: Online Directory

North Somerset Online Directory:

• What we had

• What we wanted

• What we did

Website use

Structure of site

• Home page – links to 3 aspects:

• Families

• Local Offer

• Adults

Front pages

• Subject buttons (categories)

• Advice

• Scrolling banner

Subject pages

•Info and advice or useful links on right•Info and guidance in the middle•Result buttons on left

Evolution

• PA network

• Self-assessment

• Self-referral

• Going forward

Digital plans for the future

New website and talking letters

My Account and Web Chat

Welcome back Mrs Smith

Automated Switchboard, Report it, Council Tax Balance

Mobile Working