why? improved service delivery? odpm bv157, cpa, priority outcomes? partnership joint working?...
TRANSCRIPT
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Why?
• Improved Service Delivery?• ODPM BV157, CPA, Priority
Outcomes?• Partnership Joint Working?• Efficiencies Gershon?
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Why?
• Face – Face Required? • Easier Access to Services?• Faster - Save time?
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Why?
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Customer!
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Research Suggests Citizens-
• Difficulty in making contact• Confused who does what?• Passed around / same information
twice• Access outside 9am-5pm
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WHAT?
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VISION
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FIRST IMPRESSIONS
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CITIZONE
'Everything must be about the customer and for the customer'
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Citizone is for our citizens!
Complex to understand Simple, consistent messages
Inaccessible - difficult to find the right person, to understand process
Accessible - a single ‘face’ with multiple touch-points
Not relevant, archaic & institutional Relevant, contemporary, and personal
Difficult to get satisfaction / resolution
A resolution focus – measured on customer satisfaction performance
Multiple brands Single brand
What was it? What is it now?
Against
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What is Citizone?
A place where you queued and were passed from pillar to post
You are greeted promptly and interviewed by a single person with confidence
Repetitive questions and endless form-filling
A place where you are known and details are already available
A place where you were expected to know what to do and what information was required
A place where you are mentored and where guidance is provided
A frustrating process ending in dissatisfaction
A promise of resolution
Multiple, fixed locations A single location near to you
What was it? What is it now?Against
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Education
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Citizone Video
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What is a Citizone POP?
• A “single face” for citizens to access local services
• It is a:– A kiosk– A full face to face service– Sometimes both– Internet Website
• Modular Design • Self Service and Mediated Service• County and District Services One Place• Link to Back Office Support
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•District: Advice, information, intelligent referral
–Housing–Revenues and benefits–Environmental health–Council tax–Planning
•County: Advice, information, referral, and some transactions
–Highways–Educational awards–Trading standards
•Helping people to use the websites
Our trial services
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what’s it all about?• “Joined up” services – yes, really
• Sometimes known as “One Stop Shops”
• … or Information Points
• … or Local Information Points
• … or Service Zones
• ... Or Resource Centres
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Future?• Wider range of services
• Bringing in Police, Housing Associations, Health, Benefits Agency, CAB private sector …
• Videoconferencing
• Smart Cards
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Future?
•Evaluate Dunstable Citizone•Launch Ampthill & Biggleswade Leighton Buzzard?•Introduce wider range of services - “life events”•Police, Housing, Health, Benefits, private sector•Videoconferencing for interviews with experts•Technology Portal, SMS, Telephony, Data Sharing CRM•Kiosks at council premises, post offices, leisure centres •Responding to requests for additional POP’s•Mobile Citizones•Smart Cards