About One Vale
OneVale: Project Overview
The essence of the OneVale programme is to put service users
centre stage. Our customers will be able to deal with the Council
in the way that suits them - by phone, face to face, by email, via
the Internet and by letter. We will open a Contact Centre,
and a One-Stop Shops, to make this easier. The aim is to
enable the public to make sense of the maze that is public service
provision by enabling them to deal with a variety of services in
one contact - "one and done". Information and services will be
consistent, faster and accessible to the various needs of people,
ensuring our customers feel respected and valued.
However, the OneVale programme is much more than opening a
Contact Centre. It's about rethinking what we do and how we do it.
Work processes throughout the Council will need to be analysed and
changed so that we start from the premise of customer need rather
than our own convenience. Similarly, the systems we use will need
replacing in order to cope with new ways of working. A new
integrated HR and Payroll system will be required, as well as new
financial and procurement systems. The integration of systems and
services throughout the Council, although a challenging aim, will
be key to the success of the programme.
The changes will also mean that there will be less bureaucracy,
and staff will start to escape from the "paper chase" to do what
they do best - provide high quality services.
Why the name?
We have chosen the name OneVale for our e-Government programme
because it encapsulates our ambition for the Council:
A unified organisation with a clear aim: to provide the
best possible services to our customers and the best possible
customer service.
This ambition reflects our Core Values as outlined in the
Corporate Plan:
- Placing our customers at the centre of service delivery
- Delivering services in a transparent and accountable
manner
- Finding innovative and effective ways to improve delivery
- Working in partnership
- Giving fair and equal access to services
What's happened so far?
To date, the Council has completed the following as part of the
OneVale programme:-
- Established the Contact Centre (known as Contact OneVale) for
Visible Services enquiries and general enquiries for Electoral
Registration. Other services will be embodied into Contact OneVale
during the year and these include Building Control, Housing Repairs
and Regulatory Services.
- Implemented the Oracle Customer Relationship Management (CRM)
system for Contact OneVale which is the software system between the
front office and back office services.
- Established TransAct (integrated HR and Payroll Team) who
undertake all administrative and transactional activities from
point of application through to termination (staff appointments
etc).
- Implemented Oracle Human Resources system.
- Established the new bi-lingual Website.
What happens next?
The next period will be a very busy period for the Council and
the following will be completed during 2007/08 :-
- Further expansion of Contact OneVale with a single number
introduced by the end of the year.
- Consideration of One Stop Shops in outlying areas within the
Vale - direct access to Contact OneVale.
- Implementation of a number of Oracle modules (Self Service
Human Resources, i-Recruitment, Financials, i-Purchasing and
Advanced Collections).