2011 Award Winners Conference Winning Awards; Improving Performance; Reducing costs

1. 2011 Award Winners ConferenceWinning Awards; Improving Performance; Reducing costs Presented by: Lisa Hooley, Head of Workforce and Core Strategy – Trafford Council Nasrin Fazal, Senior Project Manager – Trafford Council December 2011

2. Transforming Trafford Trafford’s vision for Transformation “Our Transformation Programme will radically transform the way Trafford operates, seeking a flexible and dynamic organisation that places high quality customer services and value for money at the heart of everything we do”

3. Leadership Trafford Leaders’ Meetings Working together for Trafford Female Leadership Network Recognition events Trafford Partnership Leadership and Management Development

4. Leadership – Next Steps Building on our success and continuing to engage the workforce. Recognising where the organisation needs to be – more competitive market. Capturing and reporting data – piloting goals and objectives functionality.

5. Innovation Research technology and customer trends Provide real value for money by true self service Customer service standards cannot drop Develop a new channel, ensuring value for money as low cost Access to council services from the palm of your hand Bringing services closer to the customer – the iGeneration Forecast - by 2015 there will be 57 million smartphones in the UK – 66% of total active mobile devices* *MobileSquared – August 2010

6. The Project 12 month pilot launched on 20th September 2010 Boxsail Ltd. – local business/Trafford residents Design group to identify key features: Bin Calendar Find Your Nearest Report an Issue Jobs What’s On News Contact Us Rate the App User acceptance testing with residents On-going version updates as required

7. Benefits • Delivering more for less • Customers can download the app for free – nearly 4000 downloads since September 2010, over 61,000 sessions (16 sessions per user on average) • One streetlight fixed every week – reported through the app • Reduce paper with quick access to Bin Calendar, News, Jobs, Events • Convenient for the customer • Improved access to services (Find my nearest / GPS) • Reputation of the council, meet goals by leading the way through technology • First Local Authority in AGMA* to develop an iPhone application • First Local Authority in the UK to have an iPhone app with Bin Calendar and Report an Issue (45 reporting reasons) • Rate the App - customers love it! Over 80% rated the app 4 stars and above in the first month (5 stars is the highest rating) • Positive customer feedback continues into second year *Association of Greater Manchester Authorities Managing and delivering services using latest technology, Councils saved £230 million in 2009/10* *Sustainable Gov, September 2010

8. What do our customers say? Nice touch this new app. Good to see innovative ways of improving the service. Brilliant - great easy to use channel - no searching around massive website – more of this would be great. Well done for creating this app. I hope you keep updating the database for this. I hope you employed a local company to make this. This is excellent use of technology and shows that Trafford Council is committed to improving accessibility to services. A really good job has been done with this application, a great example of how councils / public sector can bring themselves up to date with technology and improve the service to their customers. Would be great to offer some more information for families, such as childcare and children's activities. I particularly like the opportunity to submit a photo when reporting an issue, making the whole process of getting something resolved so much simpler for the growing numbers of iPhone users. Thought who would want Trafford Council's app on their iPhone?? Well I got it and am very impressed, informative and well thought out! Love it information at the touch of a button! Fantastic app both conceptually and in it's design. A swimming pool rota would be very useful if possible for future releases as maybe would a search option for specific leisure activities e.g.. Swimming pools, five a side pitches etc. Excellent use of council tax though :o) Surprised at how good this app is. I will be using in the near future to report several issues such as the bins and condition of the road surface. Thanks TMBC this could be one of my fav apps.

9. What’s the future? Direct integration from “Report an Issue” into back office SAP CRM – further process efficiency savings Customer access to “My account” on mobile device Integration with Social Media Twitter / Facebook Roadworks information Progress of planning applications Additional “Find your nearest” information School term dates / closure information Library account - reservation / renewal of items Payments e.g. council tax, parking fines Check account information e.g. CRM record, electoral roll details

10. Lisa Hooley (Leadership) Head of Workforce and Core Strategy 0161 912 4670 07814 457331 Nasrin Fazal (Innovation) Senior Project Manager 0161 912 2593 07725 825745 Our details: