This discovery project explored the best way of allowing people moving into a council’s jurisdiction to contact the council just once to set up all their services – including council tax, bin collections, and benefits.
The current ‘move-in’ process requires residents to contact the council and tell their story multiple times. This leads to delays and hardship in some cases, for example, getting into arrears with council tax payments. This service is complex, time-consuming and costly for the resident and the council due to having to process multiple services for one individual. The discovery aimed to clarify this problem, the impact and the potential to develop a common digital approach to benefit residents and local authorities.
All Local Digital Fund Discovery projects were asked to provide the following information at completion:
- User research report
- Benefits case
- Recommendations for next steps
In April 2019, the project team submitted the following documents. The Local Digital Collaboration Unit are currently reviewing these and feedback will be published here later in May.
- Discovery report (PDF, 603KB)
- User research report (PDF, 212KB)
- User personas and categorised user needs (PDF, 698KB)
- User research interview question scripts (PDF, 59KB)
If you cannot access these documents, please contact the Local Digital team to receive them in an alternative format.