Rob Sykes Chief Executive Worcestershire County Council

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Rob SykesChief Executive Worcestershire County
Council

• A New Front Office The Progress in
  Re-engineering Services

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Worcestershire

• 550k population
• Mix of urban and rural
• 6 District Councils towns include Redditch,
  Kidderminster, Bromsgrove, Worcester.

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Worcestershire Hub

• The Worcestershire Hub provides the public with a
  One Stop Service that.
• Can be accessed in a number of ways
• Is joined up
• Focuses on the needs of the customer
• Is efficient and effective
• Is provided close to the local need
• Is more accessible to all

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The Hub has changed the way that customers access
our services..
Customers
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Progress to date

• 11 customer centres dealing with contacts in
  person
• 6 local contact centres dealing with telephone
  and e-contacts
• Over 850,000 contacts in person in 2005
• Over 420,000 telephone contacts in 2005
• 82 of enquiries resolved at first point of
  contact
• Development of an Online Self Service solution

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Better Services, Better Systems ProgrammeThe
Vision
Making better social care services possible by
developing better systems to support them

• The Programme is designed to support
  Worcestershire Social Services vision
• to begin and end with an understanding of what
  matters to services users and carers
• by
• working with service users, carers, staff and
  partner agencies to deliver major improvements to
  the way we collect and use information to support
  the delivery of social care services

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Public
Meeting Rooms
Public
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3
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Vision for 3rd Age Services
Joint Team with District Councils and DWP

• To provide the customer with one person
  undertaking one visit, with an immediate
  appraisal of their financial assessment and
  benefit entitlements.

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Benefits to customer

• Less intrusion
• Gather information once
• Holistic approach
• Improved customer satisfaction
• Single point of contact for customers and
  professionals.
• Remove need for multiple verification
• Greater access to financial entitlements that
  will promote and support independent living

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Benefits to us

• Benefits to Worcestershire (supported by National
  Research from Cumbria, Sutton and other LAs)
• 47 increase in processing efficiency
• Reduction in bad debt
• Reduction in phone queries up to 99
• DWP have experienced less fraud and error
• We can access our Hard to Reach clients
  resulting in an increased benefit take up

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Citizens
Local Service Centre
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Next Steps

• Continue progress on re-engineering, e.g.
  currently doing highways
• Shared service on Revs and Bens
• Development of more self service
• Link to Gov Connect
• Joined up Front Office for public service
• Efficiencies in the back office.

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Rob SykesChief Executive Worcestershire County
Council

• A New Front Office The Progress in
  Re-engineering Services