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Learning from Better connected 2014 Intelligent sharing of third party services

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. Why share a service?.

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Learning from Better connected 2014 Intelligent sharing of third party services

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  1. Learning from Better connected 2014Intelligent 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.

  2. 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

  3. 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

  4. 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

  5. Citizen benefits of a shared service A straightforward to access service? High quality information provision? An improved, hassle-free service?

  6. 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

  7. 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

  8. The Anglia Revenues Partnership

  9. Eh?

  10. ARP home page

  11. ARP home page text

  12. 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

  13. Council tax leaflets

  14. Dorset for you

  15. 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

  16. Breckland home page

  17. ARP pop-up appears!

  18. Brecklandnewsflash

  19. East Cambscouncil tax landing

  20. East Cambs ‘service’ description page

  21. Forest Heath council tax landing

  22. St Edmundsbury council tax landing

  23. St Edmundsbury council tax service description

  24. The Anglia Revenues Partnership

  25. 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

  26. Learning from Better connected 2014Intelligent sharing of third party services Thank 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.

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