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Exploring whether voice is a step-change in how customers interact using technology and if it is, how we might best approach designing the voice experience for customers of council services so that sector-wide efforts are consistent and employ best practice.

This discovery project breaks into three parts a common problem facing local authorities; The first part of the common problem is understanding whether voice truly represents a long-term change in user behaviour or is simply a novelty with a short shelf-life. Over the last couple of decades, local authorities have…

Exploring the user needs for mobile working so that common service design patterns to improve productivity and efficiency can be developed for use by the sector.

Across all local authorities there are significant numbers of staff spending their time out of the office. These staff rely on systems which create as many barriers to doing an effective job as they solve. These include time spent on basic administrative tasks, finding and carrying around paper case notes,…

Supporting residents by leveraging Big Data and Artificial Intelligence

Local Authorities (LA) face a shared problem: they manage a wide range of services and receive a high volume of visits and calls to reception and contact centres from which common questions are frequently asked by residents (users), as well as freedom of information enquirers. The information made available on…

Exploring what Early Help service heads need to analyse performance so they can improve the quality of their services and make the business case for continued funding

Introduction Early Help (EH) services support families with issues including domestic violence, substance misuse, mental health problems, poverty, family issues and others. EH services act before problems escalate and builds good relationships between families and councils. Users EH Service Heads oversee EH locally. They’re typically sector experts, having worked previously…

Build a standardised re-usable, affordable, EHCP portal.

The objective is to build a portal that will allow people to use a common system across different Local Authorities, will support standardisation of information and will break the vendor lock-in created by existing proprietary technologies. The project will leverage prior Discovery projects: “Single View of a Child” delivered by…

Re-Designing Planning Application Advice

All local planning authorities face a common problem in terms of significant numbers of the applications found to be invalid.  This is frustrating for service users and an unnecessary cost for all involved. We don’t fully understand why users struggle to submit valid applications; whether they have the necessary tools,…

Providing Local Authority Housing services with Registrations data in order to reduce the time that families on the social housing list wait for a Council property

[note: outputs discovery available here. This includes a ‘Discovery report’, which is the final output of the project, and an Appendix, which includes other outputs like detailed journey maps. We refer to the Discovery report throughout this application by the relevant page number unless otherwise stated]. Principal hypotheses to test…

Registration Services Data - unlocking Local Government opportunities

Problem Statement The Digital Economy Act 2017 enables greater powers to share Registration Services data for birth, deaths and marriages with other local public sector partners – the common 'problem' is identifying for what purpose, how to share, and what are the business benefits of doing so. Objectives The existing…

Exploring the use of real-time Business Intelligence (BI) within a planning department to better inform decision making

The purpose of planning is to ensure that the right development happens in the right place at the right time, benefitting communities, the economy and the environment. Large quantities of data are recorded during the planning process, but this data is usually retrospective, difficult to access, interpret and use in…

Exploring the measurement of the value created through the planning system (planning value) to better inform decision making at a case, policy and authority level

The purpose of planning is to ensure that the right development happens in the right place at the right time, benefitting communities, the economy and the environment. The benefits and value created through planning are critical to the UK but are rarely measured. Without a monetised view of planning value,…

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