Warwickshire County Council

Warwickshire County Council

Skip Licencing – The Story

Noel Phillips

Warwickshire County Council

Requirements before research:

Implement an improved onlineskip licence application form

Warwickshire County CouncilWarwickshire County Council

Team RecruitmentTeam Recruitment

Topic Expert

Topic Expert

(County Highways)

(County Highways)

Project Manager

Project Manager(Digital By Default)

(Digital By Default)

Business Analyst

Business Analyst

(Digital By Default)

(Digital By Default)

InternetInternet

(Web)(Web)

ResearchResearch(Observatory)

(Observatory) MappingMapping

(GIS)(GIS)

Project Manager

Project Manager

(Customer Services)

(Customer Services)

Virtual TeamVirtual Team

Warwickshire County Council

Started with research

“Ethnography”

Insight:Immersing ourselves in the subject matterObserving people in their natural habitat

Answer questions we did not know existed

Warwickshire County CouncilWarwickshire County Council

TrustTrust

Incentive £30

Incentive £30

Standardise Approach & EthicsStandardise Approach & Ethics

No whistle blowing

No whistle blowing

We agreed our ethics and We agreed our ethics and standards before customer standards before customer

recruitmentrecruitmentBlank MindsBlank Minds

Warwickshire County CouncilWarwickshire County Council

Customer RecruitmentCustomer Recruitment

Internal customer

Internal customer

records spreadsheet

records spreadsheet

Yellow PagesYellow Pages

Script - Determination – Tenacious – Low take up Script - Determination – Tenacious – Low take up Extremes of customer – The Good, Bad, and the UglyExtremes of customer – The Good, Bad, and the Ugly

Warwickshire County CouncilWarwickshire County Council

Fieldpacks - comprehensiveFieldpacks - comprehensive

Incentive receipt

Incentive receipt

Intro letter

Intro letter

(key explanation)

(key explanation) Prompt SheetPrompt Sheet

((key things to ask, note and watch for)

key things to ask, note and watch for)

Topic Guide

Topic Guide

(Questions to ask)

(Questions to ask)

Fieldwork ChecklistFieldwork Checklist(What to do before, during, after)

(What to do before, during, after)

Consent FormConsent Form

BuddyBuddy

information

information

We put together Field PacksWe put together Field Packs

Warwickshire County CouncilWarwickshire County Council

Data gatheringData gathering

Go out and gather individual jigsaw pieces

Go out and gather individual jigsaw pieces

‘everything and anything’

‘everything and anything’

Put them together later

Put them together later

Warwickshire County Council

Journey Mapping

‘Back in the office’

Warwickshire County CouncilWarwickshire County Council

PersonasPersonas

Windsor Skips

Windsor Skips

Sylvester Skips

Sylvester Skips

BoycieBoycie

Anonymise, then tell the storyAnonymise, then tell the story

Warwickshire County CouncilWarwickshire County Council

Information and issues foundInformation and issues found

Applications and Applications and approval timeapproval time

What is the Highway?

What is the Highway?

(e.g. verges)(e.g. verges)

What payments are receivedWhat payments are received

Non-complianceNon-compliance

EnforcementEnforcement

Assemble the individual jigsaw piecesAssemble the individual jigsaw pieces‘everything and anything’‘everything and anything’

Warwickshire County CouncilWarwickshire County Council

Map different customer journeysMap different customer journeys

Warwickshire County CouncilWarwickshire County Council

Issues Problem statementIssues Problem statement

BoundariesBoundaries

Warwickshire County Council

Ideation

‘Solve the Problem’

Warwickshire County CouncilWarwickshire County Council

IdeasIdeas

Self approvalSelf approval

Online mapOnline map

Click and applyClick and apply

Company accountCompany account

BrokerageBrokerage

Self approvalSelf approval

Licence to clientsLicence to clients

Educate customersEducate customers

and clientsand clientsSkip AwardsSkip Awards

Warwickshire County CouncilWarwickshire County Council

Ideas for Perfect JourneyIdeas for Perfect Journey

Company accountCompany account

Self ApprovalSelf Approval

DashboardDashboard

Online mappingOnline mapping

Warwickshire County CouncilWarwickshire County Council

Map the perfect journeyMap the perfect journey

Warwickshire County CouncilWarwickshire County Council

Refining the Perfect JourneyRefining the Perfect Journey

Company accountCompany account

Self Approval – legal and buy-in issuesSelf Approval – legal and buy-in issues

can still revisit latercan still revisit later

DashboardDashboard

Online mappingOnline mapping

EnforcementEnforcement

– – take forward as separate journey for future

take forward as separate journey for future

Warwickshire County CouncilWarwickshire County Council

Map the Backup JourneyMap the Backup Journey

Warwickshire County Council

Prototyping

Warwickshire County CouncilWarwickshire County Council

Dashboard – Blue Peter styleDashboard – Blue Peter style

Company accountCompany account

Online mappingOnline mapping

Self checkingSelf checking

Views:Views:-CompanyCompany

-PublicPublic-CouncilCouncil

Balance due/statementsBalance due/statements

Progress of applicationsProgress of applications

Warwickshire County CouncilWarwickshire County Council

Draft DashboardDraft Dashboard

Self checkingSelf checking

checklist to go herechecklist to go hereCurrent Roadworks

Current Roadworks

StatementsStatements

Application statusApplication status

Map of skip licencesMap of skip licences

Company detailsCompany details

Warwickshire County CouncilWarwickshire County Council

FeedbackFeedback

Warwickshire County CouncilWarwickshire County Council

Next Stage: Further RefinementNext Stage: Further Refinement

Warwickshire County Council

Requirements before research:

Implement an improved onlineskip licence application form

Reminder

Warwickshire County Council

After research we required:Dashboard

Self checking applications

Online mapping, skip locations and roadworks

Online company accounts with online statements

Improve skip company compliance

Improve customer contact

Improve customer relations

Improve enforcement