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Improving Resident Services

The Aylesbury Vale District Council is revolutionizing resident services through its Channel Shift Programme, initiated in December 2011. This initiative focuses on shifting towards internet-based self-service and telephony options, aiming to enhance customer satisfaction while optimizing operational costs. Key successes include the rollout of a comprehensive online portal, facilitating garden waste management that garnered over 10,000 sign-ups by October 2012, generating significant revenue. The phased implementation strategy emphasizes efficiency, reduction in call volumes, and improved citizen engagement through a unified service portal.

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Improving Resident Services

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  1. Improving Resident Services Aylesbury Vale District Council Ann Kiceluk - Programme Director, Business Transformation Jim Dickson – IT Project Manager

  2. Aylesbury Vale Northants Beds • Population 174,100 (2011 census) • 72,866 households (March 2012) • Mainly Rural Herts Oxon

  3. 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

  4. Timeline – Garden Waste • . Full Online portal with Citizens Account Council Tax Module - UAT

  5. 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

  6. Implementation – Garden Waste Design

  7. 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

  8. Why Gandlake? • Proven • Working relationship • Flexibility to design from scratch • Option for partnership working • Timescale for delivery

  9. 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

  10. 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

  11. 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

  12. 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

  13. Thank you for your time Any Questions?

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