Using New Forms (Tips and Tricks)

Scarborough Borough Council

Sharon CareyBryden Simpson

• We user new Achieve Forms• You don’t need be a “techy” to build a good

form / process.• Important to know about customers and

how they report complaints, requests.• Important to know the information that

services require to do their jobs effectively.

Scarborough Borough Council

Form and Process Design

1. Design an end to end process not a form…2. Think about questions for good quality

data!3. Think about chase-up requests!4. Auditing is really good!5. Payments can be problems (avoid the

pitfalls)!6. All else fails…use a General Enquiry!

Scarborough Borough Council

Tips and Tricks…..

• More efficiencies from end to end processes than electronic forms to channel shift.

• Processes can be developed over time (Rome wasn’t built in a day!)

• Processes can be tweaked and refined over time.

Scarborough Borough Council

Build a Process

Examples of :1 Stage Processes

Freedom of Information Request• Live but end to end process only half built• Can build and launch in stages• Opportunity to get it right at each stage

Live Integrations

1. Food Advice2. Food Complaints

(Food poisoning / Foreign bodies / Premises complaints)

3. Health & Safety Enquiries and Complaints4. Noise Pollution5. PollutionComing Soon….

• Housing Tenant Concerns or Complaints• Gypsy and Traveller Reports

Scarborough Borough Council

EHS Integrations

Environmental Health Requests• 5 processes with 650+ successful cases direct into iDOX• Started as a Form – now a Process• iDOX integration can be put on hold

• Additional information and chase-ups incorporated into process.

• Will develop process to have more 2 way integrations in future.

Free text also.

Noise Pollution Request in iDOXReported using Self Service at 05:22am

Auditing is Good!!!• Use it on all processes in all stages of forms• Used for audit (statement about what has happened)• Used for case notes (Officer can add there own notes)

Audit History Case Notes

Run together: Update 1 history field

Auditing is Good!!!• Handyperson Referral Example

Payments• Warning!! If payment not successful (form not submitted!)• Use radio button to turn off payment integrations• Write report data to database prior to taking payment• Take Payment• Update report data to say payment taken successfully (or not!).

• Positives far outweigh the pitfalls but be prepared!• Easy seamless process for Customer First Advisors

• Used as a process for one off enquiries and messages.

• Backup if forms go wrong – can still get details recorded and information to an officer / team.

• Used to identify requirements for new processes / better sign-posting.

• Can be reallocated with clear audit trail.• Can be re-directed back to Customer First if used

the wrong form.Scarborough Borough Council

All else fails….General Enquiry“1 backup bucket”

Simple General Enquiry Process

For Self Service Enquiries

Oops Wrong form used!

For future updates

Loops round to re-allocate

General Enquiry Process – Cases in Dash

General Enquiry Process – Re-allocation

General Enquiry Process - Auditing

Initial Request

Response

CSA Allocated

Firmstep Suggestions / Requirements Form

Any Questions?

Scarborough Borough Council