| 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. |
| 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. |
| National Project Technical Building Blocks & Priority Service Areas | Use 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) |
| Websites | 4 | 3 | 4 | 3 | The 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 cards | 3 | 4 | 4 | N/A | The 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 TV | 4 | 4 | 4 | N/A | As 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) | | 3 | 2 | 3 | Mobile 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) | | 3 | 5 | 5 | Waverley 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) | 4 | 2 | 4 | 4 | In 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 Management | 2 | 4 | 4 | 4 | Information 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. |
| Workflow | 3 | 3 | N/A | 5 | The 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-Procurement | 4 | 4 | N/A | 4 | As 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 admissions | | N/A | N/A | N/A | Although 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 Services | 3 | 5 | 4 | 4 | The 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 Rates | | 2 | N/A | 4 | The 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 business | | 4 | 4 | 4 | The 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 offending | | 3 | 5 | 5 | We 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 benefits | | 3 | 3 | 4 | The 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 & Accreditation | 4 | 3 | 5 | N/A | The 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 Services | | N/A | 3 | 4 | The Council is a member of both the SurreyAlert Pathfinder Emergency Planning and Surrey Crime & Disorder projects. |
| Trading standards | | N/A | N/A | N/A | Although, 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 Sharing | 4 | 4 | 5 | 5 | The 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-Democracy | | 4 | 3 | 3 | Although 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. |