1. Digital First at North Somerset Council

2. Context The public sector faces a combination of shrinking budgets, rising costs and increased demand. Delivering self-service is becoming an essential cornerstone of digital transformation necessary to improve customer service while addressing budget deficits. Digital Self Service in the Public Sector, GOSS, 2015

3. Introduction to North Somerset Council’s Digital Strategy

4. Customer Access Strategy: an introduction

5. Key objectives Understand how we wish to engage with our customers Improve service whilst reducing costs –High quality systems –Easy to access –Digital first approach –Support those who need it Use technologies to enable change Understand our customers Digital Inclusion Group

6. Case Study: Revenues and Benefits

7. Rationale for change Prior to 2013, paper based systems Time consuming, prone to error Difficult to maintain accurate records Cost reduction Service improvements –Speed in processing –Risk based verification

8. Achievements 20,000 customers signed up by between Oct 2013 and Jul 2014 30% less calls to contact centre C. 1600 customers viewing account online every day 2000 less calls at annual billing 80% of direct debits completed online £100k cost reduction in year one

9. Approach to change Communications strategies with stakeholders and customers Detailed channel migration plan Daily tracking against forecast Staff “script” to ensure consistency Assisted self-service protocols in place

10. Digital First Approach Digital First Guidance for Council Tax & Housing Benefit staff –Signposting –Appointments –Visiting Officers Continuing investment in Community Hubs Investment in mobile working

11. Case Study: Online Directory

12. North Somerset Online Directory: What we had What we wanted What we did

13. Website use

14. Structure of site Home page – links to 3 aspects: Families Local Offer Adults

15. Front pages Subject buttons (categories) Advice Scrolling banner

16. Subject pages Info and advice or useful links on right Info and guidance in the middle Result buttons on left

17. Evolution PA network Self-assessment Self-referral Going forward

18. Digital plans for the future

19. New website and talking letters

20. My Account and Web Chat Welcome back Mrs Smith

21. Automated Switchboard, Report it, Council Tax Balance

22. Mobile Working