Why?

• Improved Service Delivery?• ODPM BV157, CPA, Priority

Outcomes?• Partnership Joint Working?• Efficiencies Gershon?

Why?

• Face – Face Required? • Easier Access to Services?• Faster - Save time?

Why?

Customer!

Research Suggests Citizens-

• Difficulty in making contact• Confused who does what?• Passed around / same information

twice• Access outside 9am-5pm

WHAT?

VISION

FIRST IMPRESSIONS

CITIZONE

'Everything must be about the customer and for the customer'

Citizone is for our citizens!

Complex to understand Simple, consistent messages

Inaccessible - difficult to find the right person, to understand process

Accessible - a single ‘face’ with multiple touch-points

Not relevant, archaic & institutional Relevant, contemporary, and personal

Difficult to get satisfaction / resolution

A resolution focus – measured on customer satisfaction performance

Multiple brands Single brand

What was it? What is it now?

Against

What is Citizone?

A place where you queued and were passed from pillar to post

You are greeted promptly and interviewed by a single person with confidence

Repetitive questions and endless form-filling

A place where you are known and details are already available

A place where you were expected to know what to do and what information was required

A place where you are mentored and where guidance is provided

A frustrating process ending in dissatisfaction

A promise of resolution

Multiple, fixed locations A single location near to you

What was it? What is it now?Against

Education

Citizone Video

What is a Citizone POP?

• A “single face” for citizens to access local services

• It is a:– A kiosk– A full face to face service– Sometimes both– Internet Website

• Modular Design • Self Service and Mediated Service• County and District Services One Place• Link to Back Office Support

•District: Advice, information, intelligent referral

–Housing–Revenues and benefits–Environmental health–Council tax–Planning

•County: Advice, information, referral, and some transactions

–Highways–Educational awards–Trading standards

•Helping people to use the websites

Our trial services

what’s it all about?• “Joined up” services – yes, really

• Sometimes known as “One Stop Shops”

• … or Information Points

• … or Local Information Points

• … or Service Zones

• ... Or Resource Centres

Future?• Wider range of services

• Bringing in Police, Housing Associations, Health, Benefits Agency, CAB private sector …

• Videoconferencing

• Smart Cards

Future?

•Evaluate Dunstable Citizone•Launch Ampthill & Biggleswade Leighton Buzzard?•Introduce wider range of services - “life events”•Police, Housing, Health, Benefits, private sector•Videoconferencing for interviews with experts•Technology Portal, SMS, Telephony, Data Sharing CRM•Kiosks at council premises, post offices, leisure centres •Responding to requests for additional POP’s•Mobile Citizones•Smart Cards

?

Questions

Peter Whiskerpeter.whisker@citizone.org

Mob 07909934937