Learning from 'Better connected 2014': Intelligent sharing of third party web services - 14 May 2014 - John Fox
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We have observed in Better connected reports in the past three years or so that there may be a world of difference between a very poor and a very good implementation of a shared service. In this presentation the customer journey to the shared service website is examined for each of the four partners who operate it.
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Learning from 'Better connected 2014': Intelligent sharing of third party web services - 14 May 2014 - John Fox
- 1. www.socitm.net Learning from Better connected 2014 Intelligent sharing of third party services John Fox Digital consultant & Better connected reviewer This presentation, with speaker notes, will be available to download from the Socitm website.
- 2. www.socitm.net Why share a service? • Council services are often merged to create efficiencies for each council participating. • Through economies of scale, service delivery can be enhanced and substantial savings realised by removing duplication of effort. • Efficiencies created often lead to faster processing times, reduced cost to serve and implemented well could be a huge boost to the authority to achieving significant channel shift.
- 3. www.socitm.net Current practice • Good examples of shared web services tend to be isolated rather than the norm. • Many shared web services appear to benefit the service providers rather more than the customers they purport to serve. • A shared service is treated like it has been outsourced to an unconnected third party and often appear to abdicate responsibility for ensuring customers journeys to task completion are smooth and trouble-free.
- 4. www.socitm.net Council tax and benefits • The perfect service to share between multiple councils. • Significant improvements in service delivery • Annual financial savings in excess of £2m per annum. • Consultancy, training and resilience services to other local authorities • Ripe for achieving external recognition, accolades and government efficiency or innovation awards.
- 5. www.socitm.net Citizen benefits of a shared service • A straightforward to access service? • High quality information provision? • An improved, hassle-free service?
- 6. www.socitm.net Recipe for success • Introduce the shared service properly (eg council partner, represents the council, etc). • Explain how it is intended to improve customer service. • Thoughtful links, including wording. • Work hard to achieve an excellent, consistent end-to-end user journey deep into shared service website. • Ensure that key information is not omitted, eg council-specific requirements stated.
- 7. www.socitm.net CASE STUDY www.angliarevenues.gov.uk A group of four district/borough councils (one in Cambridgeshire, one in Norfolk and two in Suffolk) who are “working together to provide a quality council tax, business rates and benefits service” to all their residents.
- 8. www.socitm.net The Anglia Revenues Partnership
- 11. www.socitm.net ARP home page text
- 12. www.socitm.net Council tax and benefits • The perfect service to share between multiple councils. • Significant improvements in service delivery • Annual financial savings in excess of £2m per annum. • Consultancy, training and resilience services to other local authorities • Ripe for achieving external recognition, accolades and government efficiency or innovation awards.
- 13. www.socitm.net
- 16. www.socitm.net SPOT THE HOST! I’m going to show you the council tax customer experience provided by each of the four partners. Can you spot which of the four hosts the Anglia Revenues Partnership shared service? I’ll invite a show of hands when you’ve seen you all four.
- 20. www.socitm.net East Cambridgeshire council tax landing
- 21. www.socitm.net East Cambs ‘service’ description page
- 22. www.socitm.net Forest Heath council tax landing
- 23. www.socitm.net St Edmundsbury council tax landing
- 24. www.socitm.net St Edmundsbury ctax service description
- 25. www.socitm.net The Anglia Revenues Partnership
- 26. www.socitm.net Intelligent sharing of third party services • Introduce the shared service properly (eg council partner, represents the council, etc). • Explain how it is intended to improve customer service. • Thoughtful links, including wording. • Work hard to achieve an excellent, consistent end- to-end user journey deep into shared service website. • Ensure that key information is not omitted, eg council-specific requirements stated. • Regularly test the user journey on both council and shared service websites. • Ideally a consistent user experience across all shared service partner websites.
- 27. www.socitm.net Learning from Better connected 2014 Intelligent sharing of third party services John Fox john.fox@socitm.net @x333xxx This presentation, with speaker notes, will be available to download from the Socitm website.