Download pdf - Case study: Approach to Digital Service Redesign at East Riding | Amanda Wilde and Jody Derbyshire | November 2014

East Riding of Yorkshire Council

County Hall Beverley

East Riding of Yorkshire HU17 9BA

Telephone 01482 887700 • www.eastriding.gov.uk

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Transforming East Riding Approach to Digital

Service Redesign at ERYC

Amanda Wilde, Customer Strategy and Digital Services

Jodie Derbyshire, Service Redesign





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Our approach





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Transforming East Riding (TER)

• Bullets

• Bullets

• Bullets

• Bullets

New Approach… Digital by Default Increase Self Help Reduce Demand





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Transforming East Riding (TER)





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WS1 Demand

Management

WS2

Refocusing Customer

Access

WS3 Enabling

Technology

WS4

Streamlining Internal Business

WS5 Workforce

Development

Multi Disciplinary Workstreams

Corporate Governance and Buy-in

Communication and Engagement with the Workforce

TER Programme Structure

Service

Reviews





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WS1 Demand Management

Joined up data -

better info, in the

right place at the

right time

Preventative Focus

Demand Vs. Capacity

80/20





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WS2 Refocusing Customer Access

Mobile First Web

Development Social Media

Streamline

Phone Contact

Web Chat

Self Service and

Assisted Digital





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WS3 Enabling Technology

Mobile and

Device Refresh

Public

Sector

Network

Broadband UK and Wifi

Digital Customer

Service Platform





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WS4 Streamlining Internal Business

Process

Redesign

Information

Management Electronic

Document

Management





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WS5 Workforce Development

Communications

Change and Culture Building a

workforce fit

for the future





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TER Review Approach

Co

rpo

rate

Bu

y-in

Wo

rkfo

rce E

ngagem

en

t

Feasibility F

Analysis A

Redesign R

Implement I

Control C





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Why Streetscene?





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Streetscene Outcomes

Reducing Demand

through Digital

Alternatives

Accessible Online

Customer Journeys

Page views for fortnightly collections growing:

May 11-31: 2529

Jun 1-28: 4893





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Process Mapping Resident Parking Permits

Current Routes in

Process For all Routes in

Opportunities and Issues





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Process Mapping





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Process Mapping





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PARKING PERMIT

www.eastriding.gov.uk

WHAT: Digital Service Redesign

WHO: Multi Disciplinary Team

WHY: Shared Change Agenda – TER

HOW: Gathered process baseline stats.

Reviewed customer insight.

Held focused redesign workshops

Mapped Process and Customer Journey

Collectively agreed new ways of working





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• Organisational-wide strategy in place from start

• Be prepared – have your key technologies in place

• Focus on quick wins for better engagement

• Know and work with your service stakeholders

• Stats - just a small part of the picture

• Know what your customers need

• Involve multi disciplinary experts

• The journey continues….





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