Why OneVale?
OneVale is radically altering the way we work and do business as
a Council. Below are the main reasons that underpin the OneVale
programme:
Improve customer service
We are committed to improving our customers'
experience to ensure that they receive the high standard of service
they deserve.
C1V, the Council’s contact centre, provides a
single point of contact for all our services regardless of how
customers wish to contact us i.e. by phone, text messaging, fax,
letter, email or in person. Many enquiries are now resolved at the
first point of contact. Only the more complicated enquiries are now
dealt with by colleagues in the "back office" which means customers
are not be subject to the "pillar to post" experience which is
sometimes the case now. We are continuing to reduce this even
further.
Also, the contact centre is able to log all queries so that next
time a customer calls, we can offer any aftercare that might be
required and start to build up a better rapport with residents.
Free up time to do the job
Many staff used to spend a lot of time dealing
with basic customer enquiries rather than carrying out their core
tasks and duties. The time they spent in dealing with these queries
often meant that there wasn’t enough time to do the core job. The
introduction of the contact centre means that only the most
complicated enquiries are now dealt with by the “back office”,
thereby releasing their time to deliver frontline services.
This means that we have more time to spend on delivering quality
services and improving our performance as a Council, which has
benefits for us as an organisation, for our employees in terms of
job satisfaction - and for you, the customer.
Simplify our systems to avoid duplication and waste
Here at the Council we store information in
different ways and in different places. Similarly, we all have
different methods for buying goods and services, which are often
not the most cost effective.
The OneVale programme is not just about the setting up a contact
centre. It is also about looking at the way we work, the way we buy
products and services and how we store and share our information.
There is an emphasis on joined-up service delivery and the sharing
of information. If we can eliminate waste, duplication and
unnecessary expenditure, it will not only save us money, it will
make all our lives easier.
Save money to reinvest in quality services
Everyone knows and understands that resources are not plentiful
in local government particularly with the budgetary pressures on
Councils.
By eliminating waste and duplication, improving our procurement
practices so that we always get the best deal and improving the
efficiency of our processes, we will save time and money which we
can reinvest in our services.
Business Case
OneVale is underpinned by a viable financial Business Case. The
Business Case was developed by the Council and outlines all
predicted costs to the programme with initial start up costs in the
first five years. This includes the major purchases for the
hardware and software (Oracle e-Business Suite and the EDRMS). The
Business Case looks at the financial impact and affordability of
the OneVale programme over the coming 10 years. However, the
broader business justification for the programme is presented at a
summary level drawing on existing recommendations for change that
have already been agreed. A copy of the Business Case can be
accessed below.
Read the
OneVale Business Case (PDF)
OneVale Overview
The essence of the OneVale programme is to put service users
centre stage. Our customers are now able to deal with the Council
in the way that suits them i.e. by phone, text messaging, face to
face, by email, via the Internet and by letter. We have opened a
contact centre so that customers can now access services much
easier and quicker. 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 are being analysed and
changed so that we start from the premise of customer need rather
than our own convenience. Similarly, the systems we use are being
replaced in order to cope with new ways of working. In the last
four years, the following ICT systems have been replaced or
introduced:-
- Human Resources system.
- Customer Relationship Management system (for the contact
centre).
- Financials system.
- i-Procurement system.
- Payroll system.
- Electronic Document and Record Management System
(electronic filing system for records).
The implementation of these systems has changed the way our
staff work within the Council. Processes are now much more
streamlined and significant efficiencies are being achieved. The
integration of systems and services throughout the Council,
although a challenging aim, will be key to the success of the
programme.
As will the introduction of mobile working to allow our staff to
be more responsive to our customers. The changes we have introduced
mean that there is less bureaucracy, and staff 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 next?
The DVD outlines what the Council has achieved to date as part
of the OneVale programme. However, the next period will be a very
busy period for the Council and the following will be completed
over the next few years:-
- Collaborate with external partners via the contact centre to
deliver “joined up” services.
- Extend use of libraries as information contact centres for our
customers.
- Implement further ICT systems including self service for
managers and staff.
- Complete roll-out of i-Procurement to centralise invoices and
streamline the entire “procure to pay” process.
- Expand home and mobile working across all Council
services.
- Complete the implementation of the Council’s EDRMS system.
- Reduce the Council’s property portfolio.
- Integrate further services into the contact centre.
- Expand and implement a fully transactional
website to make it easier for customers to access services.