Milton Keynes Council
Public Access Transformation
Transforming how customers access our services
www.milton-keynes.gov.uk
About Us:
Milton Keynes Council
Public Access Transformation
Page 1 of 8
Document Approval
Position
Name
Approval Date
Project Manager
Project Sponsor
Public Access Project
Board Approval
OTP Board Approval
Cabinet Approval
Rebecca Purnell
Lynda Bull & Tim Hannam
N/A
N/A
24 Nov 2011
16 Dec 2011
17 Jan 2012
Document Revision History
Version Description / Reason for Change
Date
V0.1
Milton Keynes Council
Public Access Transformation
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1
Executive Summary
Our Vision for Public Access in Milton Keynes: Simple, Timely and Flexible Service
This strategy sets out our vision to improve our customer’s
experience by transforming how they access Council services,
based on an understanding of our customers and their needs,
through a ‘One Council’ approach to customer service.
Our customers access services in a number of different ways
including by telephone, face to face and through the internet.
Currently the most used contact methods are telephone and face to
face but the use of the internet is very limited despite many
customers wishing to use this method. Our current approach is
fragmented and not driven from the customers point of view.
Improving access will:
•
Make it easier for customers to get the services they need and
to resolve their enquiry the first time they contact us
•
Improve outcomes through matching resources to need
•
Remove duplication, inefficiency and bureaucracy
This strategy does not recommend a ‘one size fits all approach.’
Retaining customer choice to ensure all customers are able to
access services in a way that meets their needs is a key principle of
this strategy.
Milton Keynes Council
Public Access Transformation
24% of telephone calls are unanswered.
Of the customer contact, only 4% goes
through a fully automated process on the
internet
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Delivering the Vision
Delivering this vision will take the Council:
From: a service provider focus where customers have to make multiple contacts to get the services they need.
To: a customer focus, where services join up so that customers can get the services they need in a single contact
This strategy sets out four areas of focus to achieve the change:
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A New Target Operating Model for customer service
Optimising access to services through channel shift
End to end re-design of services
Values, Performance, Behaviours and Leadership
Public Access Transformation is a major change programme for the organisation and focusing on these areas will ensure
that we achieve the outcomes for customer service that we aspire to.
Benefits
Transforming our approach to Public Access will enable us to:
•
•
•
•
•
Improve customer satisfaction through visible improvements to service access, delivery and taking swift action to remedy
our mistakes
Make technical improvements to provide a comprehensive, easy to access website and a personal portal that allows for
transaction and interaction with the Council 24/7
Support customers who want to access services on-line, by telephone and those that require face to face contact with a
professional
Identify options for the future delivery of front facing customer services to inform the Office Accommodation Review
Increase value for money by aligning resources to need more efficiently
Milton Keynes Council
Public Access Transformation
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The Business Case
In order to ensure that the objectives set out in the strategy can be achieved with effective use of resources, a strategic
business case has been developed to set out the investment costs and potential benefits. These benefits are based on an
analysis of the Council’s current Public Access costs against industry benchmarks over a five year period.
2000.0
1500.0
1000.0
In Year Cash Flow
500.0
Cumulative Cash Flow
0.0
-500.0
2011/12
2012/13
2013/14
2014/15
2015/16
Year 1
Year 2
Year 3
Year 4
Year 5
-1000.0
The strategic business case sets out investment costs of £1.9 million and potential benefits of £3.7 million over five years,
based on an analysis of the Council’s current public access costs against industry benchmarks. This will be verified through
detailed business cases during the implementation phase.
Our Approach to Implementation
This strategy sets out a phased approach to implementation in order to minimise risk and achieve initial benefits at the
earliest opportunity. All Council Services will be included in the programme and have been prioritised based on cost, volume
and performance, and the initial phasing plan is as follows:
Phase 1:
Environment Contact Centre, Neighbourhood Services, Regulatory Unit, Highways and Parking.
Phase 2:
Housing Management Services and School Transport.
Phase 3:
Council Tax, Planning, Housing Options, Registration Services, Electoral Services and School Admissions
Milton Keynes Council
Public Access Transformation
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Phase 4:
Housing Repairs, Housing Benefit, Adult Continuing Education. Music Information, Leisure, Libraries,
Adult Social Care, Children’s Social Care, Special Educational Needs.
This is not an exhaustive list and further service areas will be identified in the detailed implementation plan. Reviews will take
place at the end of each phase to ensure that feedback from customers and other key stakeholders is used to continuously
improve the service.
Key Milestones
Public Access Transformation will be a two year programme; the key milestones are set out below:
By April 2012:
Detailed implementation plans agreed and implementation commences
By September 2012:
New customer contact channels, supporting technology, leadership and governance in place.
Procurement completed. First Phase of service redesigns started
By April 2013:
First and Second Phases of Service Redesigns complete and implemented. Third Phase started
By September 2013:
Third Phase complete and implemented. Fourth Phase started
By April 2014:
Programme Completed and incorporated in to business as usual
By April 2015:
Efficiencies exceed initial investment costs
By April 2016:
Total anticipated efficiencies realised (estimated at £3.7 million)
Milton Keynes Council
Public Access Transformation
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Evaluation and Continuous Improvement
The following activities will ensure that the objectives and benefits of the Public Access Transformation Strategy are
achieved:
•
•
•
•
•
Reviews will take place at the end of each phase to ensure any improvements are identified and can inform subsequent
phases
Risk Management will be an ongoing focus to ensure that any risks are identified and mitigated at an early stage
Benefits will be monitored throughout the programme to ensure that they are accurately identified and achieved
Customer Feedback will be used to monitor and evaluate the performance of the new Public Access arrangements and
enable continuous improvement
Management Information will be obtained through the new Public Access arrangements to identify customer needs and
enable services to improve their performance
Conclusion
Public Access is a key change programme that will transform the customer experience and achieve substantial benefits
through implementing a ‘One Council’ approach to customer access. This Strategic Business Case demonstrates that these
improvements can be achieved and that substantial efficiencies can be made through removing duplication and inefficiency
in the current Public Access arrangements. Implementing the Public Access Transformation Strategy will dramatically
improve customer service and value for money through enhancing customer choice and targeting resources more
effectively, so that customers can access services in a way that meets their needs.
On completion of the Public Access Programme the Council will continue to monitor and improve its arrangements for Public
Access to ensure they continue to meet customer needs.
Milton Keynes Council
Public Access Transformation
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Public Access Transformation
Transforming how Customers access our Services
www.milton-keynes.gov.uk
Available in audio, large print,
Braille and other languages
Tel 01908 253109
Milton Keynes Council
Milton Keynes Council
Civic offices
1 Saxon Gate East
Central Milton Keynes
MK9 3EJ
Public Access Transformation
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