1. Improving Resident Services
Aylesbury Vale District Council
Ann Kiceluk - Programme Director, Business Transformation
Jim Dickson – IT Project Manager

2. Aylesbury Vale Population 174,100 (2011 census)
Northants
Beds
Population 174,100 (2011 census)
72,866 households (March 2012)
Mainly Rural
Oxon
Herts

3. Introduction Channel Shift Programme Initiated Dec 2011
Move towards internet based self-service and telephony services (for those who are able)
Downsize customer facing services and reduce referrals to back office with aim – fix first time
Deliver cost effective service for all Council’s customers
Implement a single Customer Portal

4. Timeline – Garden Waste
Gandlake Engaged
Jan 2012
June 2012
Agree Spec
Transact Garden Waste DD form live
4 Jul 2012
1 Oct 2012
Transact Licensing
Revs & Bens
Identified as next phase
Full Online portal with Citizens Account Council Tax Module - UAT .

5. Making Things Happen – Garden Waste
Corporate Aim to Increase recycling and reduce landfill
Waste transformation to generate savings
Income generation opportunity from garden waste
(free pilot in operation in 2 areas)
Phased implementation
Target area identified
Rollout in other areas dependent on take up above
Complete Rollout July 2012
Target set at 7,000 take up by Mar 13

6. Implementation – Garden Waste
Design

7. Current Status – Garden Waste
OUTCOME:
10,000 signed up by October 2012 and revenue collected
Thanks to online processing
Super Stars
Significant efficiency and FTE savings
Over 400 new applications per month and rising
Generated over £360,000 ‘new’ revenue

8. Why Gandlake? Proven Working relationship
Flexibility to design from scratch
Option for partnership working
Timescale for delivery

9. Stage Two – Council-wide Rollout
Simple procurement through G-Cloud
Role out technology across whole council
One secure authentication for all services
One simple log-in
High volume contact services starting with Council Tax and Licensing

10. Standard Service - Council Tax
Reduce high call volumes by moving online
Consistent customer journey via web, contact centre or face to face
Better service
Reduced cost
More time available for vulnerable

11. Value Add Services - Licensing
To free up “additional resources”
Encourage self-serve
Temporary Event Notices
Changes to Designated Premises Supervisor
Application for Personal Licence
Reduce Face to Face
TAXI driver licences
(new / renewal)
TAXI Operator Licences
TAXI Vehicle Licence

12. What does this tell us ?
There is certainly appetite for Online services in AVDC
‘end to end’ integration one of the keys to success
Spratt to catch a mackerel 
Phased approach helps strategy develop in line with aspirations
Visiting reference customers invaluable – Harrow Council
The web is OPEN for business

13. Thank you for your time Any Questions?