Halton Borough Council

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• DAVID PARR
• Chief Executive
• Halton Borough Council
• and
• Chair
• Merseyside Digital
• Development Agency

photo
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www.halton.gov.uk
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OUR VISION
TECHNOLOGY ENABLING COMMUN ITIES
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OPPORTUNITY
ACCESS
SELF-HELP
EQUALITY
ENGAGEMENT
DELIVERY
PARTICIPATION
COMMUNICATION
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EPeP
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ONE STOP SERVICE SHOP
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Halton Direct Link Programme

• Programme started in mid 1998 -
• pre- unitary
• Primary objective to bring Council services
  closer to the community
• Easy to access generic service centres
• (One Stop Shops, Contact Centre, Web Mobile)
• HDL The Councils front office

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Integration - the benefits

• Integration limits duplicated or as of last
  night information
• No more re-keying data/hot-keying to the next
  application
• reduces costly training implications

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• Resolution at point of contact for the authority
  and the client
• One stop resolution - not first stop shop
• Generic Customer Service Advisors
• Most importantly integration allows any generic
  front end application to deliver.

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Blue Badge

• Currently a local partnership between HBC and
  Halton GPs
• Creating easy to use Secure Web Access for the GP
• CRM integration with live 2-way back office care
  application
• A 15 minute end to end process not a 15 day
  marathon

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MOBILE ON-LINE OFFICE
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• ODPM
• Creating Sustainable Communities
• 29th April
  2004
• Defining e-Government outcomes for 2005 -
  Priority 9 (Benefits)
• Excellent e-Government Outcomes
• To meet the needs of claimants and their agents
  through the provision of online access to the
  Housing and Council Tax Benefit claim process, or
  via intermediate technology in their homes.

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• Taking
• the Service
• to the Community

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• Real time updates
• on the
• Benefits Express

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• Real time updates
• in the
• customers home

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Project Aims

• Simplifying the process for the customer
• improving processing time
• meeting Performance Standards
• providing a quality service to the hard to
  reach groups
• increasing benefits take up
• providing money advice
• reducing fraud and error
• reducing bureaucracy and unproductive work
• One single aim to make a real difference

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• Testimonials from customers
• 98 total satisfaction rating cross the board
• Young people
• Claimants with children
• Pensioners
• Disabled
• Its a faster and easier way of filling in forms
  and getting your benefit
• This is the best thing that Halton Council has
  ever done

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ENGAGING WITH LOOKED AFTER CHILDREN
EPeP
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Its all happening in HALTON
David Parr Halton Borough Council david.parr_at_halto
n.gov.uk 0151 471 7401
www.halton.gov.uk
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