by gum

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• by gum

Darryl Stephenson Chief Executive
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East Riding of Yorkshire Council - Creating
Personalised E-Services

• The East Riding
• Customers First
• Continuing Efficiency
• Collaboration

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The East Riding
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• The largest unitary council in England - 240,768
  hectares 930 sq miles
• Second largest by population approx 321,300
  people
• Sparsity - 1.3 people per hectareEnglish
  average is 6.4 pph
• Of 171 towns and parishes, only 7 have a
  population of over 10,000

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East Ridings life blood
Customer-Centric Thinking
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Demand

• The customer wants-
• Personal Service in comfortable and convenient
  locations
• Choice of access channels
• Not to be passed from pillar to post - Single
  Point of Contact

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Customer Enquiries

• Top 5 subjects
• Refuse and Street Cleaning 17
• Housing and Repairs 13
• Housing Benefits 12
• Public Protection 11
• Social Services 10
• Planning !

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Customer Service Centres

• A complete service in a friendly environment
• Fully trained uniformed staff
• Acting as advocate and best friend of customer

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Customer Service Centres
All with Video link
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The Network of Customer Service Centres
13 Customer Service Centres operating as true one
stop shops 3 more planned joined with libraries
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Expanding The Service

• Multiple Contact Centres (Call Centre)
• CitizenLink with video conferencing, tackling
  rural isolation
• Customer Relationship Management System
• Multiple access channels

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Contact Centres

• Call Distribution System
• Virtual Network
• Interchangeable duties
• Integration of voice and data

Provides a one stop shop service via the
telephone 24 hours a day
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Contact Centre System Facilities

• PC based application
• Dynamic call queuing
• Priority call handling
• Skill routing
• Queue Messages
• Information Management

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The CitizenLink Project
The Vision

• Providing unprecedented client access
• Face to face services using video conferencing
• No IT skills required

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The CitizenLink Project

• The East Riding Community Advice and Legal
  Services Partnership
• Lord Chancellors Initiative to improve
• Legal Advice and Legal Aid System
• East Riding an Associate Pioneer Authority
• Local Strategic Partnership

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The CitizenLink Project
Strategy to provide equality of access to legal
services
Connecting partners to video link network

• Citizens Advice Bureaux
• Law Centre
• Legal Aid Solicitors
• Humberside Police
• Energy Efficiency
• JobcentrePlus
• Childrens Trust

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Increasing Access to Services

• Pilot study in leisure centres and libraries
• Access via hot phone direct to a customer
  service agent or via the Peoples Network

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Customer Relationship Management
Aspire CRM System

• Customer Repository
• A-Z Services
• Process Mapping
• Service Requests
• Comment, Complements and Complaints
• Back/Front Office Integration

Nearly 4.2 million customer interactions (since
1997)
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Electronic A-Z of Services

• Links to
• Web Pages/other useful information
• Requests services electronically
• Back Office System Integration
• Incorporates
• Documents/forms and process maps
• Key factor
• Information is owned by service departments

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MyEastriding - Project Overview
MyEastriding provides access via an authenticated
logon to personalised location based information
together with front and back office integration
allowing customer access to the Authoritys
CRM. In addition there are facilities for the
customer to make payments, track identifiable
service requests and link to pertinent local
information.
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Key unique features

• Customer authenticated online access to the
  Authoritys CRM

• Online submission of electronic forms
• Consistent responses to service requests
  guaranteed

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Key unique features

• Online view/tracking of service requests

• Payment and Booking of events and
• services

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Key unique features
Integration

• Front Office (CRM)
• Process Management (Anite)
• Back Office

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Key unique features
Local Personalised Information

• Schools
• Councillors
• Parishes
• Planning Applications
• Highways
• Environment
• Tourism
• Libraries
• Partner Sites

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Putting the customer first

• Transparent service delivery with review/tracking
• Accurate up to date information through Back
  Office integration

• Personalised content
• Central customer repository across ALL access
  channels through the CRM
• Information made available at the customers
  convenience

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The way forward

• Customer Profiling
• Additional locality based content
• Joint authority working
• - as an early adopter of Government Connect
• Integration with the Government Gateway
• Further integration with Back Office Systems
• Enhanced use of GIS and mapping systems
• MyEastriding Access and Expertise

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Multiple Access Channels
Internet
Telephony
Citizen Link
Email
Face-to-Face
Mobile
SMS
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Digital Learning Community

• 2 year project , some ODPM funding
• Provides for the needs of all learners
• Two way communication in real time including
  voice
• Children from different schools taught in groups
• e.g. gifted and talented, SEN
• Hosted by the East Riding
• Additional resources available via eRiding
  website

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did we need Gershon?
Efficient Processes
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Efficiency Approach

• 1996
• East Riding formed

2005 and beyond

• Customer focus from the outset
• Effective use of Technology
• Infrastructure Investment
• CRM, Wireless links, CDMS, GIS
• Web access and self service
• Publicity

NOT technology for technologys sake
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Efficiency Achievements

• 1996
• East Riding formed

2005 and beyond

• Operating Expenditure is now 87m per annum lower
• Per Capita Expenditure is 30m below the
  average English Unitary Council
• 85 of population now within 3 km of a Service
  Point

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Efficiency Gains from

• Releases staff to deliver an improved
• service by promoting self service
• Releases resource to the front line by delivering
  integration between front and back office
  systems/processes
• Reduces the duplication of information - input
  only once

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Efficiency Gains from

• Improved service availability 24x7x365
• Improved financial management payments made in
  advance of service delivery
• Financial gains - SocITM Survey states the
  average cost per transaction over the telephone
  is 7 (ERYC 3.96) whilst the Internet is only 5p

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e-payments (April 2004 March 2005)

• Total receipts 1.273 billion
• Excluding BACS and Direct Debit 364.7m

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Meeting the Gershon challenge

• Improved return from ICT
• e-government focus enabling service improvement
• Continued development in ICT
• Business Process Re-engineering
• Local Excellence Fund

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Meeting the Gershon challenge

• Staff re-alignment to front line service
  provision
• Flexible working reducing sickness/absence
• Service analysis using hitherto untapped
  resources such as GIS
• Increased customer choice via lower cost channels

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Efficient Futures

• Website development
• Single data source used many times
• Digital Learning Community (future customers)
• MyEastriding / Community Information
• Response to customer feedback
• Public Private Partnership
• e-procurement / The Roses Marketplace

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Youre never alone with the East Riding
Collaboration and Multi-Agency Working
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CitizenLink and MyEastriding Partners

• Police
• Citizens Advice Bureaux
• Hospitals
• Taxi operators
• Hull City Council
• Jobcentreplus
• Local courts
• Department of Work and Pensions
• Inland revenue
• Fire Sevice
• Prisons and Probation Service

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Funding Initiatives

• Funding Partners
• Yorkshire Forward
• ODPM
• National Grid for Learning / Peoples Network
• Lord Chancellors Department

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Working with other Agencies

• Overcoming fears and meeting aspirations
• Using proven technology to innovate
• Supported by a developing communications network

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Participation

• Local Strategic Partnership

• The Roses Marketplace
• e-procurement
• Saysomething.org.uk

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Final Thought
Nobody uses the Internet ..
Dont they?
UK Access

• 60.6 of the current population
• 52 per cent of households (12.9 million)

East Riding Statistics (March 2005)

• Over 1.95 million page impressions
• Over 78,942 unique visitors

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• by gum

They Do !!