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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 12/07/2004
Baseline of priority service and national strategy transformation outcomes for local E-Government in December 2005



ANNEXE 1
Baseline of priority service & national strategy transformation outcomes for local e-government in December 2005

You are requested to complete and return the form below as part of your IEG3 grant claim. This information will be used as an initial baseline for measuring progress on the delivery of local e-government priority and transformation outcomes, as announced by the ODPM on 29 April 2004 See http://www.odpm.gov.uk/pns/DisplayPN.cgi?pn_id=2004_0112 . Please note that the detail of the information that you supply on this form will not affect your eligibility for IEG3 grant, except insofar that the form must be returned complete in order for grant claims to be accepted.

Please also note that it is not the intention of the ODPM to enter into detailed discussion with individual local authorities at this stage regarding further interpretation of these outcome measures, i.e. as part of the IEG3 grant claim process. When completing the information on this form, you are asked to make a reasonable interpretation of your authority’s current position based on the detail supplied here and reference to the Priority Outcome guidance note See http://www.localegov.gov.uk/Nimoi/sites/ODMP/resources/Priority%20Outcomes%20for%202005.pdf .


Name of Authority: WAVERLEY BOROUGH COUNCIL

Contact Name: LAWRENCE HEATH

Email: lheath@waverley.gov.uk

Telephone No: 01483 523084
Outcome & Transformation Area DescriptionTraffic Light Status at 31/03/04Comment / Agreement
Black = Not part of current local e-government strategy or not applicable


Red = Preparation & planning – to include projects that are being planned or being piloted


Amber = Implementation stage – roll out of approved projects


Green = Fully implemented – projects completed & implemented

e.g. “black” status may only include elements that are not applicable to particular types of authority. Areas of “black” are not acceptable in other circumstances.

e.g. “red” status should be applied to all elements on the proforma where work is at the research stage, being piloted before wider rollout across the authority/partnership, or planned but not yet approved for funding.

e.g. “amber” status should be applied to all elements on the proforma where work has been approved for funding and is actively being implemented.

e.g. “green” status should be applied to all elements on the proforma where projects have been actioned and implemented or particular standards achieved with plans for extended rollout on an enterprise-wide basis, i.e. across the authority/partnership.

e.g. for progress against a particular element you might enter:
or:
or:
1. Schools (applicable to LEAs only)
R1 Parents/guardians to apply online for school places for children for the 2007 school year. The admissions process starts about a year before the beginning of the school year, e.g. September 2006 for 2007 entry Owing to the long lead-in time, school admissions systems will need to be in place by March 2006 at the latest.“Deep linking” will be maintained between Waverley web site and Surrey County Council web site and Surrey Online.
R2 Online access to information about educational support services that seek to raise the educational attainment of Looked After Children i.e. young people who cannot live with their families and are in the care of Social Services (referred to by the DfES as Children in Public Care)..“Deep linking” will be maintained between Waverley web site and Surrey County Council web site and Surrey Online.
G1 Development of an Admissions Portal and / or e-enabled telephone contact centre to assist parents, carers and children in their choice of, and application to local schools“Deep linking” will be maintained between Waverley web site and Surrey County Council web site and Surrey Online.
E1 If ‘green’ on R1, R2 & G1 above, please suggest agreed baseline and targets for take-up of online schools admissions service and educational attainment of Looked After Children in comment column opposite. Otherwise, leave this row blank.
2. Community Information
R3 One stop direct online access and deep linking to joined up A-Z information on all local authority services via website or shared telephone contact centre using the recognised taxonomy of the Local Government Category List Authorities using alternative service taxonomies (e.g. seamlessUK) should plan for migration to the LGCL by December 2005. (see www.laws-project.org.uk).Delivered via Waverley’s website – http://www.waverley.gov.uk (using Local Government Category List)
- and in partnership via http://www.surreyonline.info/
R4 Local authority and youth justice agencies to co-ordinate the secure online sending, sharing of and access to information in support of crime reduction initiatives in partnership with the local community.To be delivered as part of the Surrey e-Partnership “Crime and Disorder” (SCaDIS) project.
G2 Empowering and supporting local organisations, community groups and clubs to create and maintain their own information online, including the promotion of job vacancies and eventsLocal organisations and community groups to be consulted on requirement for a community portal.
E2 If ‘green’ on R3, R4 & G2 above, please suggest agreed baseline and targets for customer satisfaction and efficiency savings between the supplying organisations on shared community information initiatives in the comment column opposite. Otherwise, leave this row blank.
3. Democratic Renewal
R5 Public access to online reports, minutes and agendas from past council meetings, including future meetings diary updated daily.http://waverweb.waverley.gov.uk:8080/live/wbc/newcomdb.nsf?opendatabase
R6 Providing every Councillor with the option to have an easy-to-manage set of public web pages (for community leadership purposes) that is either maintained for them, or that they can maintain themselves.Member’s public pages currently maintained for them - http://waverweb.waverley.gov.uk:8080/live/wbc/newcomdb.nsf/CD01+CLR+Display?Openform
G3 Citizen participation and response to forthcoming consultations and decisions on matters of public interest (e-consultation), including facility for citizens to sign up for email and/or SMS text alerts on nominated topics.Proposed to develop further as part of Surrey e-Partnership, building on the experiences of members of the partnership.
G4 Establishment of multimedia resources on local policy priorities accessible via public website (e.g. video & audio files).Webcasting currently underway - http://www.waverley.ukcouncil.net/
E3 If ‘green’ on R5, R6, G3 & G4 above, please suggest agreed baseline and targets for e-participation activities, including targets for citizen satisfaction in the comment column opposite. Otherwise, leave this row blank.
4. Local Environment
R7 Online public reporting/applications, procurement and tracking of environmental services, includes waste management and street scene (e.g. abandoned cars, graffiti removal, bulky waste removal, recycling).Development of public reporting ongoing, including work with Surrey e-Partnership Contact Management project. Procurement and tracking at research stage.
R8 Online receipt and processing of planning and building control applications.Technical solution available. Currently being evaluated.
G5 Public access to corporate Geographic Information Systems (GIS) for map-based data presentation of property-related information.Currently being implemented.
G6 Sharing of Trading Standards data between councils for business planning and enforcement purposes. (where applicable)“Deep linking” will be maintained between Waverley web site and Surrey County Council web site and Surrey Online.
G7 Use of technology to integrate planning, regulation and licensing functions (including Entertainment Licensing and Liquor Licensing) in order to improve policy and decision-making processes around the prevention of anti-social behaviour.Planned but not yet approved for funding.
E4 If ‘green’ on R7, R8, G5, G6 & G7 above, please suggest agreed baseline and targets for take-up of planning and regulatory services online, including targets for customer satisfaction and efficiency savings in the comment column opposite. Otherwise, leave this row blank.
5. e-Procurement
R9 Appropriate online e-procurement solutions in place, including as a minimum paperless ordering, invoicing and payment.Electronic payment of suppliers and e-purchasing included in next phase of implementation of new Finance systems.
G8 Establishment of a single business account (i.e. a cross-departmental ‘account’ run by the local authority whereby businesses are allocated a unique identifier that can be stored and managed via a corporate CRM account facility supporting face-to-face, website and contact centre transactions).At research stage.
G9 Regional co-operation on e-procurement between local councils.Waverley is a member of the Surrey Procurement Network.
If ‘green’ on R9, G8 & G9 above, please agree to work towards providing:

E5 Access to virtual e-procurement ‘marketplace’;
    E6 Inclusion of Small and Medium Enterprises (SMEs) in e-procurement programme, in order to promote the advantages of e-procurement to local suppliers and retain economic development benefits within local community;
      E7 Agreed targets (please specify) for efficiency savings by December 2005, including the % of undisputed invoices paid in 30 days (BVPI 8);

        in the comment column opposite. Otherwise, leave this row blank.
        6. Payments
        R10 Online facilities to be available to allow payments to the council in ways that engender public trust and confidence in local government electronic payment solutions (e.g. email receipting/proof of payment, supply of automatic transaction ID numbers).Electronic payments via the website and over the phone (including e-mailing of receipt) on schedule to be implemented during 2004.
        R11 Delivery of ‘added value’ around online payment facilities, including ability to check Council Tax and Business Rate balances online or via touch tone telephone dialling.

        (where applicable)

        Facility to check outstanding balances via Waverley’s web site scheduled to be developed.
        G10 Demonstration of efficiency savings and improved collection rates from implementation of e-payments.Will be monitored as part of roll-out of e-payments and included in overall review of Council’s cash collection procedures.
        G11 Registration for Council Tax and Business Rates e-billing for Direct Debit payers.

        (where applicable)

        Currently evaluating technical solutions.
        If ‘green’ on R10, R11 G10 & G11 above, please agree to work towards providing:

        E8 Provision of facilities for making credit or debit card payments via SMS text message for parking fines (mobile phone);
          E9 Adoption of smart cards as standard for stored payments (e.g. replacing swipe cards);

            E10 Agreed baseline and targets for reductions in unit costs of payment transactions;

            in the comment column opposite. Otherwise, leave this row blank.

            7. Libraries, Sports & Leisure

            (where applicable)

            R12 Online renewal and reservations of library books and catalogue search facilities.“Deep linking” will be maintained between Waverley web site and Surrey County Council web site and Surrey Online.
            R13 Online booking of sports and leisure facilities, including both direct and contracted-out operations.Currently in discussion with external providers of Waverley’s leisure services.
            G12 Integrated ICT infrastructure and support to ensure the consistent delivery of services across all access channels (e.g. web, telephone, face to face) based on e-enabled back offices and smart card interfaces for council library, sports and leisure services.Ongoing pilot looking at consistent delivery of services, initially face-to-face and rolling out to website. Initial research re smart cards being undertaken by Surrey e-Partnership.
            E11 If ‘green’ on R12, R13 & G12 above, please suggest agreed baseline and targets for take-up of library, sports & leisure services online, including targets for customer satisfaction and efficiency savings in the comment column opposite. Otherwise, leave this row blank.
            8. Transport
            R14 Online facilities to be available to allow the public to inspect local public transport timetables and information via available providing organisation, including links to ‘live’ systems for interactive journey planning.To be delivered via http://www.surreyonline.info/
            R15 Online public e-consultation facilities for new proposals on traffic management (e.g. controlled parking zones (CPZs), traffic calming schemes), including publication of consultation survey results.Proposed to develop further as part of Surrey e-Partnership, building on the experiences of members of the partnership.
            G13 E-forms for “parking contravention mitigation” (i.e. appeal against the issue of a penalty charge notice), including email notification of form receipt and appeal procedures.Part of ongoing work with Surrey e-Partnership Contact Management project to implement interactive forms on Waverley’s website.
            G14 GIS-based presentation of information on roadworks in the local area, including contact details and updated daily.To be delivered via http://www.surreyonline.info/
            E12 If ‘green’ on R14, R15, G13 & G14 above, please suggest agreed baseline and targets for customer satisfaction and efficiency savings in the column opposite. Otherwise, leave this row blank.
            9. Benefits
            R16 E-enabled “one stop” resolution of Housing & Council Tax Benefit enquiries via telephone, contact centres, or via one stop shops using workflow tools and CRM software to provide information at all appropriate locations and enable electronic working from front to back office.Ongoing pilot to provide this facility via Waverley’s one-stop shops (Locality Offices) using intranet and access to back-of-office systems.
            R17 Online facilities to be available to allow citizens or their agents to check their eligibility for and calculate their entitlement to Housing & Council Tax Benefit and to download and print relevant claim forms.Mediated facility currently available as part of “one-stop shop” pilot. Work in hand to provide self-serve facility online.
            G15 Mobile office service using technology to offer processing of Council Tax and Housing Benefit claims directly from citizens’ homes.Currently researching technical solutions.
            If ‘green’ on R16, R17 & G15 above, please agree to work towards providing:

              E13 Agreed baseline and targets for turnaround in processing of Council Tax and Housing Benefit claims (BVPI 78) and renewals.

              E14 Pre-qualification of Council Tax and Housing Benefit claimants for other eligible entitlements (e.g. school uniform grants, free school meals), including pre-filling of relevant claim forms.

              in the comment column opposite. Otherwise, leave this row blank.

              10. Support for Vulnerable People
              R18 Comprehensive and dedicated information about access to local care services available over the web and telephone contact centres.To be available over the web via http://www.surreyonline.info/
              R19 Remote web access or mediated access via telephone (including outside of standard working hours availability) for authorised officers to information about individual ‘care packages’, including payments, requests for service and review dates.Research to be undertaken jointly by Surrey e-Partnership, pooling the experiences of members of the partnership.
              G16 Systems to support joined-up working on children at risk across multiple agencies.Research to be undertaken jointly by Surrey e-Partnership, pooling the experiences of members of the partnership.
              G17 Joint assessments of the needs of vulnerable people (children and adults), using mobile technology to support workers in the field.Research to be undertaken jointly by Surrey e-Partnership, pooling the experiences of members of the partnership.
              E15 If ‘green’ on R18, R19, G16 & G17 above, please suggest agreed baseline and targets for customer satisfaction, including improvement in numbers of users/carers who said that they got help quickly (BVPI 57) in the column opposite. Otherwise, leave this row blank.
              11. Supporting new ways of working
              R20 Email and Internet access provided for all Members and staff that establish a need for it.
              R21 ICT support and documented policy for home/remote working (teleworking) for council members and staff.IT Code of Practice to be extended to include policy re home/remote working.
              R22 Access to home/remote working facilities to all council members and staff that satisfy the requirements set by the Council’s published home/remote working policy.Remote working facilities available. Home working facilities available for designated members of staff.
              G18 Establishment of e-skills training programme for council members and staff with recognised basic level of attainment (e.g. European Computer Driving Licence, British Computer Society Qualification “e-Citizen”).European Computer Driving License training programme underway at Waverley. E-Skills training also to be delivered as part of the Surrey e-Partnership “e-Learning” project.
              E16 If ‘green’ on R20, R21, R22 & G18 above, please suggest agreed targets for baseline and efficiency savings arising from the introduction of new ways of working in the column opposite. Otherwise, leave this row blank.
              12. Accessibility of services
              R23 Self-service or mediated access to all council services outside standard working hours via the Internet or telephone contact centres (i.e. available for extended hours outside of 9am-5pm Monday to Friday).Mediated access to all services is available outside standard working hours (Saturday mornings). Self-service online increasing as Waverley moves towards transactional website.
              R24 Implementation of a content management system (CMS) to facilitate devolved web content creation and website management.
              G19 Adoption of ISO 15489 methodology for Electronic Document Records Management (ERDM) and identification of areas where current records management policies, procedures and systems need improvement to meet the requirements of Freedom of Information (FOI) and Data Protection legislation (see www.pro.gov.uk/about/foi/map-local.rtf).Currently at research stage, both internally and as part of the Surrey e-Partnership.
              G20 Conformance with level AA of W3C Web Accessibility Initiative (WAI) standards on website accessibility (see www.w3.org/WAI).Waverley’s website currently at Level A.
              G21 Compliance with Government Interoperability Framework (e-GIF), including the Government Metadata Standard (e-GMS).
              E17 If ‘green’ on R23, R24, G19, G20 & G21 above, please suggest agreed baseline and targets for efficiency savings based around improved accessibility of services and information in the column opposite. Otherwise, leave this row blank.
              13. High take up of web-based transactional services
              R25 Online publication of Internet service standards, including past performance and commitments on service availability.Targets/baselines to be developed initially as part of Surrey e-Partnership then adapted to reflect local commitments.
              R26 Monitoring of performance of corporate website, or regional web portal, between 2003/04 and 2005/06 in order to demonstrate rising and sustained use, as measured by industry standards including page impressions and unique users.Implemented in part (non-Lotus Notes pages). Technical solution for monitoring those elements of website developed in Lotus Notes scheduled to be implemented.
              G22 Establishment of internal targets and measures for customer take-up of e-enabled access channels.Targets/baselines to be developed initially as part of Surrey e-Partnership then adapted to reflect local commitments.
              G23 Adoption of recognised guidelines for usability of website design (see www.laws-project.org.uk).Waverley has adopted the guidelines developed as part of the LAWS national project.
              E18 If ‘green’ on R25, R26, G22 & G23 above, please suggest agreed baseline and take-up targets for migration of local authority business to e-access channels (e.g. web, telephone contact centres, Interactive Digital TV, mobile telephone) by 2005/06, including efficiency savings in the column opposite. Otherwise, leave this row blank.
              14. Making it easy for citizens to do business with the council
              R27 Systems in place to ensure effective and consistent customer relationship management across access channels and to provide a ‘first time fix’ for citizen and business enquiries, i.e. using a common database, which holds customer’s records, to deliver services across different channels, and enabling joined-up and automated service delivery.Ongoing pilot to provide mediated (face-to-face) services via Waverley’s one-stop shops (Locality Offices) to identify requirements of a customer relationship management system and potential for process re-engineering.
              R28 All email and web form acknowledgements to include unique reference number allocated to allow tracking of enquiry and service response.At research stage, including work with Surrey e-Partnership Contact Management project.
              R29 100% of email enquiries from the public responded to within one working day, with documented corporate performance standards for both email acknowledgements and service repliesPerformance standards being developed.
              G24 Integration of customer relationship management systems with back office activity through use of enabling technology such as Workflow to create complete automation of business process management.Workflow implemented in some areas. Integration with front-of-office systems at research stage.
              G25 Facilities to support the single notification of a change of address, i.e. a citizen should only have to tell the council they have moved on one occasion and the council should then be able to update all records relating to that person to include the new address.Waverley signed up to the “ihavemoved” service and has developed a facility to support single notification of death which is currently implemented on its intranet.
              E19 If ‘green’ on R27, R28, R29, G24 & G25 above, please suggest agreed baseline and improvement targets for the percentage of public enquiries about council services resolved at first point of contact and efficiency savings resulting from investment in customer relationship management and workflow technology in the column opposite. Otherwise, leave this row blank.
              comms/exec/2004-05/072