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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 28/10/2003
Implementing Electronic Government Return 2003 (IEG3)



ANNEXE 1


IMPLEMENTING ELECTRONIC GOVERNMENT RETURN 2003 (IEG3)

IMPLEMENTING ELECTRONIC GOVERNMENT RETURNS 2003 (IEG3)


1. Priority Services

Consultation with its citizens and local organisations has identified the following key themes which are at the heart of Waverley’s Community Strategy:

Transport – people able to get around easily with or without a car;
Planning and the environment – people live in a clean and attractive environment;
Health – people feel healthy and are able to live independently;
Housing – there is affordable housing for those who need it;
Policing and community safety – people feel safe;
Local economy and local services – there is local employment and things to do;
Communications and democratic accountability – people feel involved; and
Social inclusion – improved quality of life in areas of inequality of access.
These themes have been taken up by the Local Strategic Partnership (LSP) with the aim of tackling issues holistically - breaking down barriers and pooling knowledge and experience. All members of the LSP recognise the importance of integrated electronic service delivery in achieving its aims and these themes inform the Surreye Partnership’s Community Strategy Planning project to deliver electronic community engagement.

Waverley’s commitment to wide consultation and inclusive partnership working within the community with a range of partners has been recognised by its being awarded Beacon Council status in 2003 (http://www.waverley.gov.uk/beacon/index.asp).

Although Waverley has made significant progress with respect to electronic service delivery it has recognised, in its CPA self-assessment, that customer service culture and e-enabling is a key area for improvement. The following sections summarise Waverley’s engagement with the national strategy for local e-Government:

Raising standards across our schools

Although, as a district authority, Waverley is not directly responsible for Education, the Council offers extensive information to its residents on its website regarding schools, adult education, term times etc. (http://waverley.gov.uk/education/index.asp). The website also gives details of projects and resources for teachers. Waverley Training Services provides work-based learning in IT skills for young people.

Improving the quality of life of children, young people, families at risk and older people

Waverley has initiated numerous music, dance and arts projects for school children and young people in partnership with local community organisations. These include “one-offs” such as hosting a website developed by young people, and ongoing events such as the annual “Live & Direct” pop festival (http://www.waverley.gov.uk/arts/projects.asp#LiveandDirect).

Waverley’s website contains online arts and countryside events diaries and a sports directory and offers a discount card for leisure and cultural activities for young and old people, the disabled and other vulnerable groups (http://www.waverley.gov.uk/in2/).

Waverley has worked with organisations for the elderly in developing and hosting a website “maintained by older people for older people” (http://www.seniorway.org.uk/) and provides free internet access at all of its Sheltered Units. Waverley introduced its Automated Careline Service, available to all but primarily used by the elderly and people with disabilities, in 1985.

Promoting healthier communities by targeting key local services, such as health and housing

Waverley is working in partnership with other service providers in the Borough to promote healthier communities (http://www.waverley.gov.uk/lsp/theme3.asp) including GP referral schemes in all sports centres and educating individuals and businesses on health and safety and food safety issues (http://www.waverley.gov.uk/environment/food_safety.asp).

The Council offers a wide range of facilities and support for its vulnerable tenants, information on which is available via its online Tenants Handbook (http://www.waverley.gov.uk/housing/tenantshandbook.asp).

Creating safer and stronger communities

Waverley is the safest borough in the safest county in England and recognises its responsibility to keep Waverley a safe and pleasant place in which to live, work and visit. The Council is involved in a number of initiatives to fulfil this responsibility including membership of the Surrey Crime & Disorder Information System project (http://www.surreycsu.org.uk/), working in partnership with Surrey CC to deliver a mobile CCTV unit, and providing funding for Neighbourhood wardens in Farnham.

Waverley is also a partner in the SurreyAlert emergency planning portal (http://www.surreyalert.info/surreyalertpublic/main).

Transforming our local environment

Waverley’s commitment to developing and maintaining a sustainable environment is set out in its WISE initiative (http://www.waverley.gov.uk/susdev/) and the Council’s website contains extensive information on waste management and recycling (including an online “bin day” enquiry - http://www.waverley.gov.uk/waste/), pollution and the Borough’s wildlife habitats and open spaces (http://www.waverley.gov.uk/countryside/).

Waverley’s mix of town and country emphasises the importance of the built environment with respect to improving urban and rural quality of life. The Council is actively participating in Stream 1 of the National Planning Project (http://www.parsol.gov.uk/) to automate the provision of planning advice to householders and small businesses.

Meeting transport needs more effectively

Waverley seeks to minimise the need to travel in order to help reduce pollution and traffic congestion within the Borough. For its customers it is currently undertaking a project to develop its Locality Offices (where free internet access is already provided) into one-stop shops. For its staff it promotes car sharing, home-working and remote working.

Waverley Community Transport (WCT), which is part-funded by the Council, provides a door-to-door bus service for young people, the elderly and those who have difficulty using other kinds of transport.

Promoting the economic vitality of localities

In 2003 Waverley achieved Beacon status in recognition of its innovative works in supporting the rural economy (http://www.waverley.gov.uk/beacon/index.asp).

The business pages on Waverley’s website (http://www.waverley.gov.uk/business/) provide details of and links to available business premises, support organisations and planning and environmental advice.

Waverley was also active in the introduction and promotion of farmers markets in the Borough (http://www.waverley.gov.uk/farmersmarket/index.asp) and supports tourism through its Tourist Information Office at Farnham and its website (http://www.waverley.gov.uk/tourism/index.asp).

Consultation with its citizens and local organisations

Waverley recognises that its residents and local organisations are not simply consumers of its services but are citizens whose views and involvement are actively sort. The Council is actively encouraging more two-way dialogue through the programme of ward meetings, tenants panels, joint meetings of the LSP and making it easier for the public to speak at Council meetings and is about to embark on a web-cast pilot.

Waverley has undertaken a number of on-line consultations (e.g. http://waverweb.waverley.gov.uk:8080/live/wbc/PublicCo.nsf/Recycling+Feedback?OpenForm). These have, to date, supplemented more conventional methods of consultation, but the growth in the number of citizens responding online is encouraging.

Note: The Waverley Borough Council website URLs were correct as at the time of writing the report. The Council is about to relaunch its site, to meet the Guidelines for UK Government Websites, which might result to some changes in page location and content.

Self-Assessment of Local e-Organisation
Traffic Light Status: availability against 31 December 2005 target date for local e-government
Status at 31/03/02
Status at 31/03/03
Anticipated Status at 31/03/04
Anticipated Status at 31/03/05
Anticipated Status at 31/03/06
Interactions

Note: The Best Value Performance Indicator (BVPI) 157 provides a measure of the number of types of interactions (or contact) between the citizen and the council that are enabled for electronic delivery as a percentage of those that are available.

Progress towards 2005 target for the 100% e-enablement of local services
AMBER
AMBER
AMBER
AMBER
GREEN
Additional time taken in identifying the best technical solutions for e-payments and online forms caused a brief hiatus in moving from information-based to transaction-based electronic service delivery. This will be addressed during 2003/04 and the Council will resume its progress towards meeting the deadline of 31 December 2005.

During 2001/02 and 2002/03 the Council calculated Best Value Performance Indicator (BVPI) 157 for Electronic Service Delivery (Corporate) using the definition as set out at the time in the ODPM’s guidance. From 2003/04 onwards the Council will be using the ESD T%lkit.

Access Channels

Note:Access channels are the various routes through which people might contact, or be contacted by, local service providers to undertake electronically enabled interactions.

Publication of approved strategy for
development of access channels.
RED
RED
GREEN
GREEN
GREEN
Draft Public Access Strategy approved by Chief Officer Group in October 2003 for consideration and adoption by Executive in December 2003. Project sponsor for Surrey Partners (Surrey Information Age Champions Group) Access Channel Feasibility Study to be reported in November 2003.
Local service websites (tailored to
achievement of transactional status for corporate “.gov.uk” website).
AMBER
AMBER
AMBER
AMBER
GREEN
Waverley ( http://www.waverley.gov.uk ) was listed in the SOCITM Insight Top 20 web sites in both 2000 and 2003. The site was judged in the 2003 report to be at a 'Content Plus' level. Further developments in the areas of on-line payments, forms and fault reporting are planned for the current year which will move the site closer to a transactional status.

The Council is also a partner in the Planning & Regulatory Services national project which will enhance levels of interactivity to the site.

Specialist portals for local authority services in two-tier areas.
AMBER
GREEN
GREEN
GREEN
GREEN
Through the establishment of Surreye-Partnership a public access portal SurreyOnline (see http://www.surreyonline.info ) has been developed and has gone live. The aim of the portal is to provide seamless access to all public sector, including local authority, information and services. The portal is being continually developed and improved to ensure an efficient and effective service.
Contact centres (e-enabled & dealing with at least 80% of incoming telephone calls to the local authority)
BLACK
RED
RED
RED
AMBER
The Council is currently piloting a contact centre for its Planning services. The experience gained from this and its “one-stop shop” pilot, along with the outcomes from the National CRM Programme and Pathfinder Projects will inform the Council on the most cost-effective way to implement a corporate telephone contact centre.
Establishment of fully e-enabled one stop shops for face-to-face customer contact
RED
RED
AMBER
AMBER
GREEN
Pilot project is nearing completion at the Council’s Locality Office at Farnham to establish a fully e-enabled one stop shop. The Council intends to e-enable its other locality offices, at Haslemere and Cranleigh, over the next two years, and then the Central Offices in Godalming.
Use of mobile technology for home visits / supported access services
AMBER
AMBER
GREEN
GREEN
GREEN
The Housing Benefits fraud investigation team can download documentation from the Council’s document management system to laptop PCs prior to home visits. They also use digital cameras to capture images of client documents for uploading to the office system. The possibility of using mobile communications to log on to the benefits system remotely has also been tested successfully. The Council’s Domestic Violence Outreach worker also uses a laptop to access and enter case notes on site to a secure encrypted database. Details are subsequently uploaded to an office database.
Establishment of Interactive Digital TV service
BLACK
BLACK
RED
AMBER
GREEN
Surreye-Partnership has registered its interest in the National Project and we are currently awaiting the outcomes.
E-democracy – participation in the electoral modernisation pilots for electronic voting or electronic counting
BLACK
BLACK
BLACK
BLACK
BLACK
We have not participated in electronic voting or counting but seek to keep a watching brief on the outcomes of the national projects. Facilities are in place for the immediate publication of local election results on our website. Waverley is about to embark upon a web-cast pilot in its Council Chamber and uses the Electoral Reform Society telephone registration facilities for electoral registration.
E-mail & Internet access provided for all Members
AMBER
AMBER
GREEN
GREEN
GREEN
The Council has a policy of providing IT facilities to all its members. A Waverley.gov.uk email address is available to all members and internet access is also provided. Where appropriate, broadband connections are provided and VPNs are currently being rolled out to provide more reliable remote communications. The Council has developed a private members’ area on its website to aid communication with and between councillors. The area also contains secure bulletin boards for each political group.
Engagement with intermediaries re delivery of e-government services, e.g. Citizens Advice Bureaux (CAB).
RED
RED
AMBER
AMBER
GREEN
The Council is in consultation with the local CAB offices to look at best practice in the area with respect to joint-delivery of services through e-Government. Waverley is a member of a partnership lead by the Blackwater Valley Enterprise Trust which is looking to provide online resource to small businesses to assist in finding small-office accommodation.
Trust & connections

Note: For the public sector to share information easily and securely, it is essential to operate within a framework of technical and legislative standards.

Use of Government Gateway (e.g. for secure authenticated transactions) (see http://www.govtalk.gov.uk/gateway_partnerlink)
BLACK
BLACK
BLACK
AMBER
GREEN
Surreye-Partnership has conducted a Government Gateway feasibility study. The study concluded that at the present time the partnership should not initiate further work/projects but to maintain a watching brief and await the outcomes of a potential National Project.
Compliance with Government Interoperability Framework (e-GIF), including the Government Metadata Standard (e-GMS) (see www.egifcompliance.org & www.govtalk.gov.uk)
AMBER
AMBER
AMBER
GREEN
GREEN
The Surrey Information Age Champions group has commissioned work from the Surrey IT Managers Group to investigate interoperability standards and establish a Surrey e-GIF programme which conforms to government standards. The Council’s web site is currently undergoing a redesign and will incorporate the APLAWS and e-GM Standards when it is launched towards the end of 2003.
Adoption of Guidelines for UK Government Websites (see www.e-envoy.gov.uk/oee/oee.nsf/sections/webguidelines-handbook-top/$file/handbookindex.htm)
AMBER
AMBER
GREEN
GREEN
GREEN
We have been working to incorporate the guidelines set out in the Office of the e-Envoy’s handbook and believe that the Council’s redesigned web site will almost entirely meet the standards specified. Any areas of weakness can be addressed by March 2004.
Conformance with level AA of W3C Web Accessibility Initiative (WAI) standards on website accessibility (see http://www.w3.org/WAI)
AMBER
AMBER
AMBER
GREEN
GREEN
The current version of the Council’s web site meets the Part 1 requirements of the Web Content Accessibility guidelines. The new version of the site meets many of the Part 2 requirements and it is expected that it will achieve Level AA conformance by March 2004.
Compliance with Freedom of Information Act 2000, including responding to requests for information from individuals within a reasonable time period (see http://www.lcd.gov.uk/foi/foidpunit.htm & http://www.pro.gov.uk/recordsmanagement/access/default.htm)
RED
RED
AMBER
GREEN
GREEN
The Council is actively developing its Freedom of Information policy to ensure full compliance by 1 January 2005.

The Council’s Freedom of Information Act Publication Scheme is available on its website - http://www.waverley.gov.uk/foi/index.asp

Establishment of corporate information management policy (e.g. covering management of information assets, evidence for accountability, security, assurance, disaster & contingency planning)
BLACK
RED
AMBER
GREEN
GREEN
The Council’s Corporate Information Management policy is currently in draft and is scheduled to be published during 2004/05.
Establishment of Public Services Trust Charter re the use of personal information collected to deliver improved services, including data sharing protocol framework (see http://www.lcd.gov.uk/consult/datasharing/datashare.htm & http://www.govtalk.gov.uk/documents/eTrustguidegovtalk.rtf)
BLACK
RED
RED
AMBER
GREEN
Surreye-Partnership has piloted in this area in its SurreyAlert ( http://www.surreyalert.info/surreyalertpublic/main ), ScaDis, and e-recruitment projects. These protocols are being made available to other projects ie. contact management as appropriate.
Establishment of partnerships for the joint (aggregated) procurement of broadband services
BLACK
RED
RED
AMBER
GREEN
Surreye-Partnership has carried out a broadband demand aggregation study, which has made recommendations of how this can be taken forward in Surrey. Partners are currently considering these options. Also outcomes from the setting up of regional SPV’s for this purpose is being monitored.
Compliance with BS 7799 on information security management
BLACK
BLACK
RED
AMBER
GREEN
The Council is currently undertaking an Information Audit which will review the authority’s current level of compliance with BS 7799 and will act upon its findings.
Enablers

Note: Enablers refers to the computer systems, or ‘middle-ware’, used to support access channel policy and provide the link to core business and information systems. You should only “green” traffic light the items below where enterprise-wide systems or policies have been implemented.

Use of smart cards to support service development & delivery
BLACK
BLACK
BLACK
AMBER
GREEN
Surreye-Partnership has conducted a feasibility study for Smart Cards. The study has concluded that at the present time the partnership should not initiate further work/projects but to maintain a watching brief and wait on the outcomes of the National Project. However individual authorities may wish to pursue this further within their own organisations.
Corporate use of Customer Relationship Management (CRM) software
RED
RED
RED
RED
AMBER
Outcomes from the National CRM Programme and Pathfinder Projects plus the Council’s own “one-stop-shop” project for face-to-face service and the Planning services contact centre pilot will, alongside its sponsorship of the Surreye Partnership’s Contact Management project, inform the Council’s strategy with respect to the most cost-effective implementation of CRM.
Corporate use of Geographic Information Systems (GIS) (e.g. for map-based data presentation)
GREEN
GREEN
GREEN
GREEN
GREEN
The Council uses GIS extensively across all departments. Plans for a web enabled GIS facility are well advanced and it is envisaged that the adopted local plan and other development control data will be available on the web site by December 03. More interactive use of GIS facilities will result from Waverley’s involvement in the National Planning Project (PARSOL) in the first quarter of 2004.
Corporate ICT support and documented policy for home working (teleworking) by staff
RED
AMBER
GREEN
GREEN
GREEN
Home Working policy including health and safety checks in place for staff and members – ICT support provided by in-house IT Service.
Use of telemetric systems for remote monitoring & signalling, e.g. helping older people remain in their homes
GREEN
GREEN
GREEN
GREEN
GREEN
Automated Careline Service available to all, but primarily used by the elderly and people with disabilities, works through an alarm system connected to a control centre via the telephone network and is available 24 hours a day, 365 days a year.

A new initiative in 2003 has been the use of GPS mobile phones for lone working officers who are working in high risk areas e.g. Domestic Violence Outreach Officer, Benefits Investigation Officers.

Establishment of corporate Intranet
GREEN
GREEN
GREEN
GREEN
GREEN
Corporate use of Document Image Processing (DIP) & Workflow systems
AMBER
AMBER
GREEN
GREEN
GREEN
The Council implemented DIP and workflow for the administration of Council Tax in 99/2000 and Benefits in 2000/01. It has subsequently introduced DIP within Housing, Legal Services and Planning and has an on-going rolling programme for its introduction throughout the organisation.
Application of Knowledge Management (KM) systems & techniques for service improvement
RED
RED
AMBER
AMBER
GREEN
The Council has developed a system to manage Frequently Asked Questions to support front line staff in face to face interactions. Lotus Notes is used to manage document knowledge-bases such as Committee Documents and Press Releases.

Through its participation in the Planning & Regulatory Services national project, the Council will gain useful experience in the development of expert systems to support decisions about planning applications. Such experience will be relevant to other areas of activity.

Establishment of corporate policy on electronic records management
RED
RED
AMBER
GREEN
GREEN
The Council’s corporate Electronic Records Management policy is being developed alongside its Corporate Information Management policy and is scheduled to be published during 2004/05.
Core Systems

Note: Successful e-government comes from integrating corporate office support and processes with e-enabled services. Core systems refer to the core business processes of the e-enabled organisation.

Use of systems to enable e-procurement
RED
RED
RED
AMBER
GREEN
The Council is replacing its financial information systems during 2003/04 and will introduce the payment of suppliers (and benefits claimants) by BACS during 2004/05. The council’s new financial information system is compatible with the e-enablement of procurement. However, since the Council has outsourced its DLO’s and Leisure Services it will be looking to work in partnership re e-Procurement, e.g. IDeA Marketplace.
Upgrade of financial information systems to support e-government
RED
RED
AMBER
GREEN
GREEN
The Council has recently upgraded its Revenues, Benefits and Rents systems and is currently replacing its suite of financial ledgers. It is the Council’s standard practice to include e-Government in the statement of requirements of any new system and evaluate potential suppliers’ proposals with respect to electronic service delivery (ESD) as part of the tender selection process.
Upgrade of office systems to support e-government, e.g. web-enabling legacy systems
AMBER
AMBER
AMBER
AMBER
GREEN
The Council’s strategy is to upgrade or replace its back-of-office systems by December 2005 rather than web-enable existing legacy systems. As it progresses through its rolling-programme of upgrade and replacement the council will implement the appropriate modules and system add-ons to facilitate ESD, e.g. Council Tax will be web-enabled during 2004/05.

In addition Waverley’s planning services will be web-enabled in the first quarter of 2004 as part of its involvement in the National Project for Planning and Regulatory Services.

Upgrade of Human Resources & payroll systems to support e-government
BLACK
BLACK
BLACK
RED
RED
There is a high probability that the Council’s HR and Payroll applications will need to be replaced within the next few year’s due to technological reasons. When they are then the Council will look to replace them with systems that can be “e-enabled”. However, both are seen as having low priority within the Council’s e-Government strategy compared with systems that deliver services directly to the public.

Waverley Borough Council is part of the ODPM sponsored On-line Pathfinder Scheme “surreyjobs.info” to improve the delivery of recruitment in local government.

https://www.surreyjobs.info/splash/index.cfm

Upgrade of asset management systems to support e-government
GREEN
GREEN
GREEN
GREEN
GREEN
The Council currently has an integrated Asset Management system as part of its suite of financial information systems and its Property Terrier is held on a GIS system. Its ICT Helpdesk system contains a corporate inventory of the Council’s hardware and software.
Link to National Land & Property Gazetteer (NLPG) (http://www.nlpg.org.uk)
AMBER
GREEN
GREEN
GREEN
GREEN
The Council has matched its local gazetteer against the NLPG. The LPG data is currently being cleansed and a first attempt to update the hub has been made. This was frustrated by technical problems with the gazetteer software being used, but it is anticipated that these should be solved by December 2003.
Automated interface with National Land Information Service (NLIS) hub (http://www.nlis.org.uk)
RED
GREEN
GREEN
GREEN
GREEN
The Council is currently at NLIS level 2. It is widely accepted that the achievement of a level 3 automated interface requires a large investment in software systems and data capture. The Council is considering how such developments can be resourced.
Upgrade of income collection systems to support e-government
AMBER
AMBER
GREEN
GREEN
GREEN
The collection of income by direct debit is long-established at Waverley, payment of council tax, rent and excess charges can be made online by debit card and the corporate receipting system maintains account balances and can provide payment history details to the customer. The Council is scheduled to enhance its income collection system during 2003/04 to improve its telephone payment services and enable online payments by debit card and credit card (as appropriate) for all of its services.
People

Note: This part of the e-organisation model refers to the internal organisation and management practices of the council that are required to help deliver the people changes necessary for e-government.

Circulation of National Strategy checklist to Chief Executive and all Councillors (see www.localegov.gov.uk/nationalstrategy)
RED
RED
GREEN
GREEN
GREEN
Establishment of formally constituted partnership working to help deliver e-government:
- Local Strategic Partnership (LSP)
GREEN
GREEN
GREEN
GREEN
GREEN
A formally constituted LSP was set up in 2001. It consists of the core Delivery Group (Guildford & Waverley Primary Care Trust, Waverley BC, Surrey CC, Surrey Police and Surrey Community Action) supported by an Advisory Group comprised of over 70 local agencies and partners. The LSP’s key themes are set out under “Priority Services” above.
- Partnership working with other local authorities
AMBER
GREEN
GREEN
GREEN
GREEN
Surreye-Partnership is now well established and continues to work towards its vision of seamless access to public sector information and services. On behalf of the Surrey local authorities the Partnership has secured 1,000,050 of funding from the ODPM to support Partnership projects. To address Surreye-Partnerships sustainability a 4yr Outline Business Case has been written which seek partners continued involvement and contributions. Research in to alternative business models is also underway.
    - Public Private Partnership (PPP)
AMBER
AMBER
AMBER
AMBER
GREEN
The Council does not currently have any formal PPP arrangements. However, the Council’s revised Procurement Strategy encourages the investigation of establishing PPPs in all areas of the Council where it would deliver improved services and provide best value for money.
Incorporation of e-government into Community Strategy
AMBER
AMBER
GREEN
GREEN
GREEN
The LSP has identified a number of key themes which form the basis of the Community Strategy. The LSP recognises that e-Government is at the heart of delivery on each of these themes, in particular “Communications and Democratic Accountability” which seeks to improve “joined-up working” and deliver customer-focussed service.

http://www.waverley.gov.uk/lsp/theme7.asp

Appointment of member & officer e-champions
GREEN
GREEN
GREEN
GREEN
GREEN
The Leader of the Council and the Director of Finance are Waverley’s Member and Officer e-Champions respectively. Waverley Borough Council is part of the IDeA’s e-Champion Network and its Chief Executive is a member of the Surrey 2010 Group and Waverley is represented on the Information Age Champion Group.
Appointment of officer(s) to lead on corporate governance of information assets and information legislation (e.g. Freedom of Information Act)
RED
RED
GREEN
GREEN
GREEN
The post of Information Rights Officer, which reports direct to the Assistant Chief Executive, was created at the beginning of 2003/04.
Documentation/agreement of corporate risk management strategy for roll-out of local e-government, including regular review of risk mitigation measures
RED
RED
GREEN
GREEN
GREEN
The Council has developed a Strategic Risk Register with Zurich Municipal Management Services which identifies the areas of vulnerability with respect to the implementation of e-Government and the consequences of not managing the risk.
Use of customer consultation/research to inform development of corporate e-government strategy
GREEN
GREEN
GREEN
GREEN
GREEN
The findings from customer consultation as part of service Best Value reviews (e.g. Facilities Management and Locality (Area) Offices) have informed the Council’s e-Government strategy.

This year’s General Customer Survey of Waverley Services will include consultation on customer satisfaction with e-services.

Establishment of policy for addressing social inclusion within corporate e-government strategy
BLACK
RED
RED
AMBER
GREEN
Studies undertaken within Waverley have identified that its “face-to-face” customers contain a high proportion of socially excluded groups. This has informed the Councils decision to undertake its “one-stop-shop” project to e-enable its Locality Offices.

Surreye-Partnership has conducted a feasibility study. Recommendation for how this should be taken forward in partnership will be discussed at the Surrey Information Age Champions meeting in November 2003.

Establishment of internal targets & measures for e-services, including:
- Customer take up
AMBER
AMBER
GREEN
GREEN
GREEN
Draft Public Access Strategy approved by Chief Officer Group in October 2003 for consideration and adoption by Executive in December 2003 includes measures and targets for customer take-up.
- Customer satisfaction
AMBER
AMBER
GREEN
GREEN
GREEN
Customer satisfaction with e-services will feature in this years General Customer Survey of Waverley Services.
    - Value for money / cost effectiveness
AMBER
AMBER
AMBER
AMBER
GREEN
Waverley benchmarks its services against other Surrey Authorities in order to measure cost effectiveness. Its Financial Regulations and Standing Orders prescribe a rigorous procurement process to ensure value for money in the selection of the most cost-effective supply of goods and services.
Use of project management methodologies (e.g. PRINCE2)
AMBER
AMBER
AMBER
GREEN
GREEN
Project management of the implementation of IT systems is usually purchased from the supplier of the application and their proposed methodology is one of the factors upon which the preferred supplier is identified as part of the tendering process. The Council will be reviewing its practices for managing internal projects during 2004/05.
Establishment of e-skills training programme for staff (e.g. European Computer Driving Licence)
AMBER
AMBER
AMBER
GREEN
GREEN
The European Computer Driving License (ECDL) is being trialed during 2003/04 and, if successful, the programme will be introduced corporately from 2004/05 onwards.
Use of networked technologies to support e-learning
BLACK
RED
RED
AMBER
GREEN
The Council is about to undertake a web casting pilot. Part of the project will be to evaluate the effectiveness of broadcasting and recording internal training sessions and seminars in order that they might be made available to staff based in remote offices/locations or archived for future viewing via the Council’s intranet.
2. BVPI 157

Actual
Forecast
BVPI Interaction Type2001/22002/32003/42004/52005/6
Providing information:
Total types of interaction e-enabled
% e-enabled
76
79.2%
78
81.3%157
73.2%206
100%206
100%
Collecting revenue:
total types of interaction e-enabled
% e-enabled
34
100.0%
34
100.0%4
13.3%28
93%30
100%
Providing benefits & grants:
total types of interaction e-enabled
% e-enabled
0
0.0%
1
9.1%0
0.0%10
100%10
100%
Consultation:
total types of interaction e-enabled
% e-enabled
9
36.0%
9
36.0%9
36.0%9
36%25
100%
Regulation (such as issuing licences):
total types of interaction e-enabled
% e-enabled
1
11.1%
1
11.1%1
4.0%1
4%25
100%
Applications for services:
total types of interaction e-enabled
% e-enabled
19
32.8%
22
37.9%95
74.8%119
94%127
100%
Booking venues, resources & courses:
total types of interaction e-enabled
% e-enabled
0
0.0%
0
0.0%0
0.0%0
0%1
100%
Paying for goods & services:
total types of interaction e-enabled
% e-enabled
0
0.0%
4
6.3%0
0.0%0
0%42
100%
Providing access to community, professional or business networks:
total types of interaction e-enabled
% e-enabled
12
38.7%
13
41.9%6
85.7%7
100%7
100%
Procurement:
total types of interaction e-enabled
% e-enabled
0
0.0%
0
0.0%0
0.0%0
0%3
100%
TOTAL:TYPES OF INTERACTION E-ENABLED
% E-ENABLED
151
42.7%
162
46.2%272
57.1%380
80%476
100%

NOTE:- During 2001/02 and 2002/03 the Council calculated Best Value Performance Indicator (BVPI) 157 for Electronic Service Delivery (Corporate) using the definition as set out at the time in the ODPM’s guidance. From 2003/04 onwards the Council will be using the ESD T%lkit.
3. Access Channel Take-Up

Actual (‘000s)
Forecast (‘000s)
Comment
E-enablement & Main E-Access Channel Take-Up
01/2
02/3
03/404/505/6
Local Service Websites
Page impressions (annual)
893.0
1,175.0
1,400.01,550.01,700.0The number of visits to the Council’s website has been steadily increasing and this trend is expected to continue with the expansion of the online payments facility and the introduction of other transactional processes.
Unique users, i.e. separate individuals visiting website (annual)
117.0
154.0
180.0190.0200.0These annual figures have been extrapolated from the “unique visitors per month” statistics recorded by the Council.
Number of e-enabled payment transactions accepted via website
0.3
0.7
1.02.03.0The Council has subscribed to Girobank’s “BillPay” facility for a number of years to support payment by debit card via its website for council tax, rent and excess charges. The Council is looking to offer a new service before the end of 2003/04 to support online payment by both debit and credit card for all services.
Number of abandoned vehicle reports (district) accepted via website
0.0
0.0
0.010.020.04From late 2003/04 onwards an online form will be made available on the Council’s website on which members of the public can reprt abandoned vehicles.
Telephone

(i.e. telephone interactions where officers can access electronic information and/or update records on-line there and then, including interactions in contact centres):

Number of e-enabled payment transactions accepted by telephone
8.5
13.3
20.027.035.0The Council is scheduled to enhance its income collection system during 2003/04 to improve its telephone payment service to meet rapidly increasing demand.
Number of abandoned vehicle reports (district) accepted via telephone
0.00
0.00
0.080.350.40From 2003/04 onwards officers receiving reports of abandoned vehicles over the phone record the details using the intranet facility.
Face To Face

(i.e. front-line operations where officers can access electronic information and/or update records on-line there and then, including interactions at reception desks, One Stop Shops & home visits):

Number of e-enabled payment transactions accepted via personal contact
199.4
200.8
200.0180.0150.0The Council can receive payments at its main office and three locality offices, where customers are able to receive up-to-date account information. Although the number of payments received face-to-face is expected to fall as other channels become more widely available and accepted, it is the Council’s policy to continue (and, indeed, enhance, as part of its “one-stop-shop” initiative) this service, particularly as the Council has identified that its “face-to-face” customers contain a high proportion of socially excluded groups.
Number abandoned vehicle reports (district) accepted via personal contact
0.00
0.00
0.050.100.15The intranet facility for recording reports of abandoned vehicles is currently being piloted.
Other Electronic Media

(e.g. BACS, text messaging):

Number of e-enabled payment transactions accepted via BACS or other electronic form
356.5
331.2
360.0380.0400.0The collection of income by direct debit is long-established at Waverley for Council Tax, Business Rates and, more recently, Rents. Following the implementation of its new finance systems during 2003/04 the Council will look to receive payments for other services via direct debit. The Council makes full use of its bank’s online banking facilities to automate the processing of payments “direct to bank”.
Number of abandoned vehicle reports (district) accepted via other electronic media
0.20
0.24
0.240.240.24E-mail and FAX.
Non Electronic

(e.g. cash office, post)

Number of payments accepted by cheque or other non-electronic form
10.2
10.6
10.09.08.0The number of payments received by post is expected to reduce as other channels become more widely available and accepted.
Number of abandoned vehicle reports (district) accepted via non-electronic form
0.05
0.05
0.010.010.01From late 2003/04 on locality office staff will use the intranet facility for recording abandoned vehicles.
4. Delivery of Key Technical Building Blocks & Priority Services

National Project Technical Building Blocks & Priority Service AreasUse of outputs from ODPM Pathfinder Project (please score between 1-5)Use of outputs from ODPM National Project (please score between 1-5)Partnership working with other local authorities (please score between 1-5)Other Means (please score between 1-5)Comment (please comment briefly on your plans for developing each named technical building block or priority service area)
Websites4343The Council has adopted the APLAWS categories and the e-GMS standards within its redesigned web site and will monitor the outcomes of the LAWS national project with interest particularly in the areas of Community Engagement and Information Standards and Architecture.
Smart cards344N/AThe outputs from the ODPM Pathfinder and National Projects will be assessed by the Surreye Partnership. Where appropriate, the outcomes will be adopted and adapted by the Partnership in those areas where smart cards would improve the delivery of cross-boundary services to the citizen.
Interactive Digital TV444N/AAs iDTV could only be cost-effectively implemented in partnership, Waverley Borough Council has, as part of the Surreye Partnership, registered a watching brief on the outcomes of the ODPM Pathfinder and National projects.
Mobile Technology (i.e. for home/site visits)323Mobile technology is being introduced in the Housing Service to record details of property surveys. The Council has also evaluated the use of tablet PCs for tree and landscape officers. Laptops and digital cameras are used for home visits by the Benefits Investigation Team for accessing and recording information. We shall be monitoring the outcomes of the mobile technology sub-stream within the Local Planning Services project with a view to learning lessons within the Building Control area.
Telemetry (i.e. remote, real time & signalling)355Waverley introduced its Automated Careline Service in 1985. In 2003 the Council began using GPS mobile phones for officers working alone in high risk areas e.g. Domestic Violence Outreach Officer, Benefits Investigation Officers.

The Council will monitor closely the outcomes of the National Project and evaluate the outcomes with a view to improving its service delivery.

Customer Relationship Management (CRM)4244In October 2002 the Council embarked upon a pilot project, at its Farnham Locality Office, to resolve face-to-face enquiries at first point of contact. The project has provided a basis upon which to evaluate the benefits of CRM.

The Council is also part of the Surrey Contact Management Project, which is looking at ways of reducing the number of customer referrals between agencies and assist in the drive towards 24/7 service.

The experience of other CRM projects, particularly those at Brent, East Riding and Three Rivers has proved to be particularly helpful. Outcomes from the national project are awaited.

Knowledge Management2444Information is shared and managed via Lotus Notes in a number of areas including Council Documents. We are in the process of introducing a Human Resources Intranet to provide easy access to internal policy and procedure documents. The Council is participating in Stream 1 of the National Planning Project which involves the use of certain knowledge management techniques to provide advice to members of the public. We have also developed a FAQ module to support our front line staff in face-to-face interactions.
Workflow33N/A5The Council implemented DIP and workflow for the administration of Council Tax in 99/2000 and Benefits in 2000/01 and is currently considering its introduction in the Planning area. The Council is maintaining a watching brief with respect to the ODPM Pathfinder and National Projects in order to keep abreast of best practice.
e-Procurement44N/A4As the Council has outsourced its Direct Service Organisations its volume of purchasing is relatively low and is therefore seeking the most cost-effective way of introducing e-Procurement. Consequently it is monitoring closely the outcomes from the ODPM Pathfinder and National Projects and other initiatives such as the IDeA Marketplace.
Schools admissionsN/AN/AN/AAlthough not an education authority, Waverley provides links via its website to a range of school information. In addition, as the Surreye Partnership Contact Management Project evolves, it is hoped that facilities such as an online schools admissions service will be developed to improve education services to parents in Waverley.
Local Planning Services3544The Council is actively participating in the PARSOL project within the accessible services stream. With our partners, we shall be building a demonstrator system to test the feasibility of automating the provision of advice to householders about the requirement for planning permission and are also involved in projects to improve the quality of planning applications and to provide information to small businesses.
Electronic exchange of property information with Valuation Office Agency (VOA) for Council Tax & Business Rates2N/A4The Council receives property information by electronic download from the VOA’s website and, following the upgrade of its Revenues systems, is investigating the electronic despatch of information to the VOA. Customers can also access VOA information via links from Waverley’s website.

The Council is maintaining a watching brief re the National Project.

Working with business444The Council has a long history of working in partnership with the business community (Waverley Business Forum, Business Link etc) and has achieved Beacon status for its support of the rural economy. It is therefore monitoring progress re the national project, and other initiatives suc as UK Online for Business, with interest.
Crime reduction / youth offending355We are actively involved in the Surreye Partnership Crime and Disorder Project (ScaDis) and have worked in partnership with Town Councils, Surrey CC and Surrey Police to provide town centre and mobile CCTV.
Claiming benefits334The Surreye Partnership is maintaining a watching brief on the outputs from the National project and, where appropriate, will develop the delivered solutions in areas that will support the seamless delivery of the service across the Partnership.
Local e-Government Standards & Accreditation435N/AThe Council is a signatory to the Surrey-wide Data Sharing Partnership Agreement which has developed agreed standards for sharing information between authorities and agencies. The Council is also aware of the range of standards being developed to support interoperability and welcomes the creation of the Local e-Government Standards Body with its aims of rationlising standards and delivering practical support and advice to Councils on the interpretation and adoption of local e-government standards
Fire ServicesN/A34The Council is a member of both the SurreyAlert Pathfinder Emergency Planning and Surrey Crime & Disorder projects.
Trading standardsN/AN/AN/AAlthough, as a District Authority, Waverley is not responsible for Trading Standards it does include links to Surrey Trading Standards Service from the appropriate pages on its website.
Multi Agency Information Sharing4455The Council already shares information electronically with other agencies as a member of both the SurreyAlert Pathfinder Emergency Planning and Surrey Crime & Disorder projects and, as part of the of the Surreye Partnership’s Contact Management project, will continue to investigate further ways of sharing information.
e-Democracy433Although Waverley has not participated in any national or local e-Democracy of e-Voting projects it does maintain a watching brief on the output from these and will be ready to implement the most appropriate solutions once national decisions are taken on e-Voting. It is already looking at best practice in e-Democracy, has implemented an extranet for elected members and is about to embark on a web-cam pilot to include Council meetings.
5. Resources

Actual (‘000s)
Forecast (’000s)
Comment
Resources
01/2
02/3
03/404/505/6
200,000 IEG money in 2002/3 and 2003/4
0
200
200200200Waverley’s programme for the implementation of e-Government is dependent upon continued financial support from the ODPM.
financial contributions from EU funding
0
0
000
financial contributions from other sources of Government funding, such as the Invest to Save Budget (ISB)
0
0
15000LGOL funding re the National Planning Project (PARSOL).
financial contribution from public-private partnerships
0
0
000
financial contribution to or from partnership projects undertaken with other organisations, including ongoing project work using ODPM Local e-Government Partnership Programme funding and work with other government departments or agencies that have an element of service e-enabling
(10)
(10)

350

(10)

700(21)

(22)These figures represent Waverley’s contrbution to the development of the Surreye Partnership initiatives.


Local e-Government Partnership Rounds I and II funding for Surreye Partnership projects
resources being applied from internal revenue and capital budgets to improve the quality of services through e-enablement
233
300
280300300
other resources (e.g. training) (please specify)
0
0
000
Sub total
233
500
630500500These totals do not include either the contributions to the Surreye Partnership projects or Rounds I and II funding for those projects
less current and projected savings produced from e-government investment
0
0
000For Waverley Borough Council, e-Government is initially about service improvement and capacity building and does not expect to see savings in the short to medium term.
TOTAL
233
500
710500500

comms/executive/2003-04/317