case study: approach to digital service redesign at east riding | amanda wilde and jody derbyshire |...
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Case study on digital service redesign at East Riding of Yorkshire Council, which focused on: Digital by Default Increase Self Help Reduce Demand Presented by Amanda Wilde, Customer Strategy and Digital Services, and Jody Derbyshire, Service Redesign, at East Riding of Yorkshire Council at the Service Design Discovery Day on 20 November 2014 in Warwick.TRANSCRIPT
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
1
Transforming East Riding Approach to Digital
Service Redesign at ERYC
Amanda Wilde, Customer Strategy and Digital Services
Jodie Derbyshire, Service Redesign
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
2
Our approach
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
3
Transforming East Riding (TER)
• Bullets
• Bullets
• Bullets
• Bullets
New Approach… Digital by Default Increase Self Help Reduce Demand
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
4
Transforming East Riding (TER)
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
5
WS1 Demand
Management
WS2
Refocusing Customer
Access
WS3 Enabling
Technology
WS4
Streamlining Internal Business
WS5 Workforce
Development
Multi Disciplinary Workstreams
Corporate Governance and Buy-in
Communication and Engagement with the Workforce
TER Programme Structure
Service
Reviews
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
6
WS1 Demand Management
Joined up data -
better info, in the
right place at the
right time
Preventative Focus
Demand Vs. Capacity
80/20
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
7
WS2 Refocusing Customer Access
Mobile First Web
Development Social Media
Streamline
Phone Contact
Web Chat
Self Service and
Assisted Digital
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
8
WS3 Enabling Technology
Mobile and
Device Refresh
Public
Sector
Network
Broadband UK and Wifi
Digital Customer
Service Platform
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
9
WS4 Streamlining Internal Business
Process
Redesign
Information
Management Electronic
Document
Management
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
10
WS5 Workforce Development
Communications
Change and Culture Building a
workforce fit
for the future
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
11
TER Review Approach
Co
rpo
rate
Bu
y-in
Wo
rkfo
rce E
ngagem
en
t
Feasibility F
Analysis A
Redesign R
Implement I
Control C
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
12
Why Streetscene?
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
13
Streetscene Outcomes
Reducing Demand
through Digital
Alternatives
Accessible Online
Customer Journeys
Page views for fortnightly collections growing:
May 11-31: 2529
Jun 1-28: 4893
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
14
Process Mapping Resident Parking Permits
Current Routes in
Process For all Routes in
Opportunities and Issues
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
15
Process Mapping
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
16
Process Mapping
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
17
PARKING PERMIT
www.eastriding.gov.uk
WHAT: Digital Service Redesign
WHO: Multi Disciplinary Team
WHY: Shared Change Agenda – TER
HOW: Gathered process baseline stats.
Reviewed customer insight.
Held focused redesign workshops
Mapped Process and Customer Journey
Collectively agreed new ways of working
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
18
• Organisational-wide strategy in place from start
• Be prepared – have your key technologies in place
• Focus on quick wins for better engagement
• Know and work with your service stakeholders
• Stats - just a small part of the picture
• Know what your customers need
• Involve multi disciplinary experts
• The journey continues….
East Riding of Yorkshire Council
County Hall Beverley
East Riding of Yorkshire HU17 9BA
Telephone 01482 887700 • www.eastriding.gov.uk
19