{"id":879,"date":"2022-03-30T14:13:40","date_gmt":"2022-03-30T13:13:40","guid":{"rendered":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/?p=879"},"modified":"2022-04-07T11:26:35","modified_gmt":"2022-04-07T10:26:35","slug":"transforming-dorsets-customer-experience","status":"publish","type":"post","link":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/2022\/03\/30\/transforming-dorsets-customer-experience\/","title":{"rendered":"Transforming Dorset\u2019s customer experience"},"content":{"rendered":"<p><span data-contrast=\"none\">We are taking a <\/span><a href=\"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/2021\/07\/12\/how-do-you-report-a-missed-bin-collection-clue-you-dont-have-to-ring-us\/\"><span data-contrast=\"none\">fresh approach<\/span><\/a><span data-contrast=\"none\"> to how we design and deliver services to provide an efficient and consistent customer experience for Dorset\u2019s residents.\u00a0 To do this we have three work strands:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"7\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">implementation of a new customer platform helping us to move to a \u2018customer always, digital first\u2019 approach<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"7\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">establishing a &#8216;One Council Front Door&#8217; to provide a good, consistent customer experience<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"7\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">reviewing our Out of Hours provision<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">This blog focuses on our customer platform work, which we have started to implement and <\/span><span data-contrast=\"auto\">will change the way we use data and systems across the council.<\/span><\/p>\n<p><strong>The platform will:\u00a0<\/strong><\/p>\n<ul>\n<li><span data-contrast=\"auto\">join up our customer information<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">provide customers with an account to access services<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">will be designed around customer needs<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">and will automate as many services as possible<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">The complexity of the work is becoming more apparent each week due to making good on our commitments in the Local Digital Declaration to collaborate and re-use capabilities, and the nature of a platform approach resulting in multiple pieces of work all at different stages.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">What have we achieved so far?<\/span><\/b><br \/>\n<span data-contrast=\"auto\">Developing the customer platform isn\u2019t something that is going to happen overnight, the last 12 months have been focused on putting in place good foundations and developing our own knowledge and understanding of the Digital Place product so that we can do more for ourselves.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">So far, we&#8217;ve moved the <\/span><a href=\"https:\/\/www.dorsetcouncil.gov.uk\/\"><span data-contrast=\"none\">Dorset Council website<\/span><\/a><span data-contrast=\"auto\"> and the <\/span><a href=\"https:\/\/www.publichealthdorset.org.uk\/\"><span data-contrast=\"none\">Public Health Dorset<\/span><\/a><span data-contrast=\"auto\"> website onto the platform. We have been working with members of the public to test the main council site to see how easy and quick they are to navigate and will continue to make improvements based on this insight and other data we have access to about how they are used.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">One of the first councils to do so, we have started to publish the <\/span><a href=\"https:\/\/moderngov.dorsetcouncil.gov.uk\/mgFindMember.aspx\"><span data-contrast=\"none\">councillor register of interest details<\/span><\/a><span data-contrast=\"auto\"> on the website. The process has now moved from a manual one to a digital one, which is more efficient, open, and accessible to residents. Councillors across the unitary, town and parish councils (300 organisations) can update their own information which reduces the resource required across several teams.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We\u2019ve started to analyse existing online forms and have identified 68 online services provided through Dorset Direct our contact centre that will move onto the platform as a priority due to high use.\u00a0 We will start to plan this transition in phase three, using the opportunity to make sure they are designed consistently and well to maximise self-service uptake.<\/span><\/p>\n<p><span data-contrast=\"auto\">Lots of work has been taking place in Dorset Direct to understand how we will implement the customer contact management system which supports the transition to a digital-first delivery model.<\/span><br \/>\n<span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"><br \/>\n<\/span><b><span data-contrast=\"auto\">What has been happening this month?<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">As part of trying to implement a product management approach at Dorset Council, the product owner for our presentation layer has produced a roadmap using Microsoft Azure Devops and established a design group to help with decisions to inform improvements of the core functions of the Content Management System (CMS).<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A new microsite has been created for the Fostering service, utilising basic e-Form functionality from the platform \u2013 more information to follow next month.\u00a0 Discovery has started <\/span><span data-contrast=\"auto\">on Dorset newsroom and blogs, with the goal to streamline many of the processes for uploading content and hopefully migrating this onto the platform. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We are working with our platform supplier <\/span><a href=\"https:\/\/www.placecube.com\/platforms\/digital-place-for-local-public-services\/\"><span data-contrast=\"auto\">Placecube<\/span><\/a> <span data-contrast=\"auto\">and their other customers, to not only share developments and knowledge of the system but share the cost of developing new functionality. This has resulted in five councils (Rugby, Northumberland, Kingston, Sutton, and Dorset) partnering to bid for Local Digital funds of \u00a3350k to help improve the product, particularly the online form and workflow capabilities.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The discovery phase for consultation and engagement led by a member of the communications team has come to end, an open afternoon to look at the insights was received well by colleagues and councillors.\u00a0 This will be a key enabler to changing the way we work with communities.<\/span><\/p>\n<p><b><span data-contrast=\"auto\">What are our learnings?<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">We chose the Placecube Digital Platform because it would position us well for the future, enabling us to respond easily to change and emerging technology to move to proactive delivery models. We wanted to take advantage of the low code elements of the platform to enable us to implement digital services more quickly, but we have learnt that enhancements were needed, which is why we are appreciative of Rugby leading the Local Digital work. We are seeing the results as Placecube demonstrate enhanced features in show and tell sessions, every two weeks.<\/span><\/p>\n<p><span data-contrast=\"auto\">As the platform develops and we look to onboard more services, the complexity of the authentication and verification required to lay the appropriate foundations for future development to meet the needs of different services is becoming more apparent. In future phases of work, we will need to build in capacity for continuous improvement as well as start new pieces.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The programme is complex, and we have introduced delivery management. Through combining our use of the design councils double diamond for user-centred design with agile delivery, we have learnt we must see the design phase as an important part of the delivery and remind ourselves of our values and principles rather than focus rigidly on method.<\/span><\/p>\n<p><b><span data-contrast=\"auto\">What\u2019s next?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We divide the platform work into six-month phases to enable us to respond to organisational priorities and ensure we remain agile. We are now working on phase two which contains a number of sprints, by Summer 2022 we aim to have implemented:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">customer contact management in our call centre Dorset Direct<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">the beginnings of the customer account<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">integration with the elections service\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">a website to support the foster care recruitment campaign that can evolve for other fostering services<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">replacement newsroom and public facing blogs<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">an approach for consultation and engagement across the council<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">an approach that rethinks how we provide directories of service to better support early intervention\/self-help across the council<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">the ability for businesses to receive automated quotes for waste removal<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">a dashboard showing how online services on the platform are performing as we onboard services onto the platform<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">In adopting the Local digital declaration and a platform approach, we have learnt what it takes to be truly digital. Whilst the solution outputs are important and valuable, we are also increasing our digital capabilities and making ourselves self-sufficient and more able to respond to change in a world where change is constant and fast-paced &#8211; supporting us to better meet our customer expectations in the digital age.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We are taking a fresh approach to how we design and deliver services to provide an efficient and consistent customer experience for Dorset\u2019s residents.\u00a0 To do this we have three work strands:\u00a0 implementation of a new customer platform helping us to move to a \u2018customer always, digital first\u2019 approach\u00a0 establishing a &#8216;One Council Front Door&#8217;&hellip; <span class=\"kuorinka-read-more\"><a href=\"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/2022\/03\/30\/transforming-dorsets-customer-experience\/\" class=\"more-link\">Read more <span class=\"screen-reader-text\">Transforming Dorset\u2019s customer experience<\/span><\/a><\/span><\/p>\n","protected":false},"author":1,"featured_media":880,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[49,57],"tags":[83],"jetpack_featured_media_url":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/files\/2022\/03\/team-cog-image.png","_links":{"self":[{"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/posts\/879"}],"collection":[{"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/comments?post=879"}],"version-history":[{"count":5,"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/posts\/879\/revisions"}],"predecessor-version":[{"id":899,"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/posts\/879\/revisions\/899"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/media\/880"}],"wp:attachment":[{"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/media?parent=879"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/categories?post=879"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.dorsetcouncil.gov.uk\/digital-first\/wp-json\/wp\/v2\/tags?post=879"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}