Northumberland County Council

Northumberland County Council have been struggling with the process of managing  FOI, EIR and SARS requests for GDPR.  There is a considerable amount of manual work involved which puts an added burden on information governance and departmental staff. The current process is fragmented with no workflow and is difficult to manage. 

To develop a to be customer journey which they can follow which leads to a successful completion first time around within the statutory timescales.

User research report that gives an understanding of people’s journey applying for this service and identify pain points.

Look at developing a prototype system to meet the needs of the user. Ideally would like to get to the stage where we have a product that provides status updates to the applicant, a back office tool for staff to manage applications, to provide all the information someone needs to apply before they press submit.  We would also like to have a performance dashboard to manage the service and aid in further iterations of the service as it develops.

We would like to lead the project to try and come up with a common solution that can be reused across other councils and organisations.