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Case Study

Case Study. Mendip District. Area - 285 square miles Population - 103,869 (Census 2001) Rural with 5 Towns – population thinly spread approx 350 sq mile Tourism and small businesses - no major industry Glastonbury Festival!!!. Mendip District Council. 220 employees

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Case Study

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  1. Case Study

  2. Mendip District • Area - 285 square miles • Population - 103,869 (Census 2001) • Rural with 5 Towns – population thinly spread approx 350 sq mile • Tourism and small businesses - no major industry • Glastonbury Festival!!!

  3. Mendip District Council • 220 employees • Services contracted out inc Council Tax, Housing Benefit, Waste, Street Cleansing • Conservative Majority – 2002 • Management Restructure – end 2002 • CPA 2003 – Weak with prospects to improved – lack of cohesion between management and leaders. Poor co-ordination in service delivery

  4. Customer Service 2006 • 500 – 700 telephone calls per day (plus switch) • 100 e-mails and e-forms • 150 face 2 face • Abandoned Rate – 7% • Resolved in Customer Services – 80% • 75 service forms • CT/HB, Licensing, Housing still to bring in

  5. Potted History of the SomersetDirect Partnership SomersetDirect Partnership awarded Pathfinder funding in April 2002 to implement a County wide CRM. Asked Service Areas to identify top 10 services Produced a Council wide A- Z Service Areas trained to map processes on Visio – corporate guidelines produced Processes challenged – information and data required to deliver services and various constraints identified (legal, system etc) Developed Service Home Pages for website and Front Office

  6. Arrival of the Esd-Toolkit Provided • Local directory of services • Process Maps to consider • Related information from LAWS site MDC • Devolved to Service Areas to use Toolkit • Trained staff • Supported by a Corporate Administrator

  7. e-enablement of Local Authorities Corporate Directory of Services Database Mendip Website Customer Relationship Manager Development Team Internal Process Diagram Intranet EDMS • Internal information • Non-customer information Service Home Pages E-Forms Service Forms

  8. Added Value to ESD-Toolkit • Coordinate the development of e-service delivery across all the main Access Channels. • Developing a detailed picture of each and every service we deliver as a Council. • Developed a bench mark for the future development of services including shared service delivery. • Better understanding of contractors contributions to service delivery – Contractor even use the esd-toolkit. • Service Areas can use the toolkit to inform their service delivery.

  9. Corporate Directory Of Services

  10. 2006 • Esd-Toolkit is recognised as the corporate directory of Council services • Information Management Audit – commended implementation • In top quartile for all KPIs • Service Areas delivering!! Added value from Customer Services • BO staff able to concentrate on tasks? • Improved information re service delivery? • Efficient enquiry handling? • Less repeat calls?

  11. Further improvements in service delivery • Co-ordinate all our systems • System optimisation • System administration and data input • Improved management information • Customer Services deliver customer end • Identify corporate processes – Enforcement, ASB etc • Release the full potential of all staff

  12. Future developments in Toolkit Esd-Toolkit to hold service standard details or ability to link from MDCs databases i.e. Directory of Services Esd-Toolkit to identify other Service Areas ‘associated’ with service delivery Esd-Toolkit to link services for joined up services delivery Internal service delivery Authentication and T-scores?

  13. Mendip ESD toolkit Contacts Alyson Murdoch 01749 341354 murdocha@mendip.gov.uk Toni Cox 01749 341230 coxt@mendip.gov.uk

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