PETE FLYNN: Better Connected Live 2016
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Transcript of PETE FLYNN: Better Connected Live 2016
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?