Better ConnectedSOCITM

Birmingham

Pete FlynnTechnical Support Manager

Planning Liverpool City Council

Liverpool City Council Website

-SOCITM findings-LCC home Page-How we address customer needs-Role of the Web Team-Most used Pages-Use of Contact Centre-Links to the Planning Portal

Liverpool City Council Website

-e-planning changes made internally to improve the processing of Planning Applications-Benefits of receiving electronic applications -Cost savings-Further Improvements

SOCITM Findings

Welcome to Liverpool City Council – LCC Home Page

The Web team

-Web team manage content-Role of the team-Relationship-Design Constraints-Meeting the Customer Needs

Most used pages

-Search and track current applications 40%-Add comments here-Make an application

Liverpool City Council Contact Centre

-LCC first LA Contact Centre-Dedicated Planning team-Training in Planning -Refer customers to Website where possible-Advisors use Planning Portal for advice

Links to Planning Portal

-Planning Portal Key to website-Links on most pages-Underpin everything we do-Provide invaluable advice -Prevents duplication

e-Planning Changes

-On line comments direct into back office-E-consults-Email all correspondence including decisions etc

Benefits of Electronic Applications

-Documents automatically available on line-No scanning required-Faster validation-Ability to consult electronically-Easier for applicants/agents-Better when fees paid up front

Cost Savings

-Reduction in staff-Postage costs-Printing costs-Staff time-Agents/Applicants

Future Improvements

-End to end electronic processing-Planning Mobile-Electronic consults for neighbours-Planning Alerts

Thank you

Any Questions?