Westminster City Council

Case Studies in Delivering Services Digitally

Redesigning One Stop ShopsThe channel shift to online transactions

Westminster City Council

We provide services to over 250,000 residents

We control an annual budget in 2011/12 of £1bn

We look after nearly 1,500 children in need

We educate nearly 10,000 pupils in primary schools and more than 4,000 pupils in secondary schools

We determine more than 10,000 planning applications

Objectives

- To maintain the Westminster standard of excellent customer service whilst achieving annual savings of £2m from the re-design

- To achieve a more convenient and flexibility method for citizens to engage with the council

- To have a channel shift to online transactions. For example the corporate ambition is to have more than 80% of all parking transactions done on line in 2012/13.

Case study: Changes to One Stop Shop services

Customer Programme Phase 1 Strategy & Plans “Bring Customers to the council Bring services to where customers naturally want to use them”

1.Both possible and necessary to deliver improved access to services while at the same time reducing the cost of delivery.

2.Motivate & incentivise customer behaviour change self service & channel shift to cheaper channels where appropriate

3.Deliver services where it is most convenient to customers.

4.Provide flexibility to customers in how services are delivered.

5.Deliver services to customers how and where they naturally want to conduct business with the council.

6.Deepen the level of service knowledge at the various points of contact – including self service on the web

Key Phase 1 outcomes: 1. Replace current three OSS access points with a move towards self service - at

home plus via a range of more convenient and accessible locations. 2. Annual operational savings of £2M

City Hall One Stop

Church Street One Stop

Harrow Road One Stop

Your One Stop Express - Self serve PCs 20(+) by the end of 2011, including in all libraries

Freephones

Online at homeResidents:90% internet users56% smartphone users

Post OfficeMore transactionsCash & Cheques payments20 in Westminster6 on Westminster/ Brent border

The future of customer interaction in Westminster

Specialist advice services (blended channels)

Specialist advice services (blended channels)

Your One Stop Express machine front page

Quick links to the relevant payment or application page on WCC website

Links to relevant information page for each transaction

Links to WCC homepage

• In the first month of the availability of NEW PARKING PERMIT applications being on line, we have gone from 0->40% of applications being on line. More than 80% of renewals were done on line in the same period.

Overarching ambitions

• A more accessible and varied method of engaging and transacting with the council

• Greater knowledge of citizens when they interact with council

• Smarter and more efficient use of the council’s property portfolio

• Making it easier for residents to do business with the council

• Improving customer service levels whilst delivering value for money

Initial Results and overarching ambitions

Any questions?