Dudley Council Plus

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Dudley Council Plus

• Keith Mayou

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Transformed Service Case Study Dudley Council
Plus
A new service for citizens, more convenient, open
longer hours and better access to Dudleys
services

• Offers high street presence and feel
• One point of contact for all council services
• Staffed by around 60 specially trained advisors
• 8am 730pm weekdays and 9am 12noon Saturdays
• Single level site and loop system meeting
  disability access requirements
• Telephone contact 01384 812345

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Business Case Drivers

• Customer satisfaction
• Many Different Access Points
• Existing old building locations
• Modernisation
• E government
• Key Politicians
• Decision Makers
• One Council-One Contact

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Transformed Service Case Study Dudley Council
Plus

• Walk in Service Centre
• Welcome and reception area
• 2 comfortable waiting areas
• Ticketed queuing facilities
• Cashpoint machines for bill payment
• 12 service desks
• Meeting rooms for privacy
• Public internet access
• Information / display points
• Facilities for off-site meetings
• Wi-Fi access for corporate mobility

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Where to START?

• Visioning with stakeholders
• Prepare the readiness of the organisation
• Take the opportunities of current changes
• Extend across to other services
• Take Risks and be Bold

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Transformed Service Case Study Dudley Council
Plus

• Contact Centre
• Located above Dudley Council Plus Centre
• 55 Agents, Cisco IPCC Express and IP Telephony
  for general enquires, environmental services,
  booking office and switchboard services
• Aspire CRM plus directorate specific applications
• Blue Pumpkin Workforce Planning application
• Witness voice recording
• Inova wallboard

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What and How?

• Governance Arrangements
• Change team
• Use of new technology, networks and systems
• Provide the customers with a new improved
  environment
• Keep Communicating to ALL stakeholders

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The Skill Sets

• Business Analysts
• Technologists
• Project Managers
• Financial Advisers
• Marketing and Communications
• Personnel and Human Resource

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Cost Effective Citizen-Centric Services

• Pro-active, Integrated Services
• Available electronically/by phone and
  face-to-face via one stop shops, in the community
  and at home
• Involving high levels of self-service, closely
  integrated front and back office systems and a
  well-grounded channel management strategy
• Optimised use of high cost/value professional
  staff

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Empowered Citizens

• New Citizen Choices increased scope for
  individual citizens and communities to determine
  what services are delivered to them and how
• Involved Citizens new ways for citizens to
  participate in public sector decision-making
• Strengthened Communities real and virtual
  communities re-enforced through innovative use of
  network technologies

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Access to Services

• Environmental-
• Refuse, Lighting, Roads etc.
• Housing
• Planning
• Information
• Wide range of Partners

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Thank You
Questions?