{"id":41715,"date":"2021-07-02T11:15:55","date_gmt":"2021-07-02T15:15:55","guid":{"rendered":"https:\/\/granicus.com\/?post_type=success_stories_post&#038;p=41715"},"modified":"2024-02-28T11:28:20","modified_gmt":"2024-02-28T16:28:20","slug":"how-hartlepool-balanced-resident-needs-and-council-budgets-to-create-user-friendly-services","status":"publish","type":"success_stories_post","link":"https:\/\/granicus.com\/uk\/success-stories\/how-hartlepool-balanced-resident-needs-and-council-budgets-to-create-user-friendly-services\/","title":{"rendered":"How Hartlepool Balanced Resident Needs and Council Budgets to Create User-Friendly 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services, <a href=\"https:\/\/www.hartlepool.gov.uk\/\" rel=\"noopener\" target=\"_blank\">Hartlepool Borough Council<\/a> found themselves behind the times when it came to mobile and online capabilities. Thanks to taking a modular approach with Granicus products, they\u2019ve gone from 3% digital contact with residents to over 15,000 users giving the council five-star ratings for their online services. <\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe can procure additional tools as our business requirements further develop. We liked that Granicus was a toolkit as opposed to an off-the-shelf product. Working for a local authority, we provide such a diverse range of services that we needed a product that was flexible and could meet a broad range of different business processes.\u201d","quote_author":"Julie Howard","quote_author_title":"Digital and Customer Services Manager, Hartlepool Borough Council "},{"acf_fc_layout":"anchor","anchor_name":"Situation: Bringing digital services up to resident expectations "},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SITUATION<\/p>\n<h2>Bringing digital services up to resident expectations <\/h2>\n<p>Sitting on a limestone peninsula that has made it a steadfast seaport and harbour town dating back to medieval days, Hartlepool serves as the seat of Durham County. And while progress has transitioned the town away from its shipbuilding and marine engineering industries, the Hartlepool Council found in recent years that technology was increasing demands for more accessible digital solutions for residents looking for easier interaction with council needs. <\/p>\n<p>\u201cGoing back to 2016, we only had something like 3% of contact coming through digital channels,\u201d recalls Julie Howard, Digital and Customer Services Manager for Hartlepool Borough Council. \u201cIt was a very sort of poor offering to residents.\u201d <\/p>\n<p>Howard knew that Hartlepool was \u201cquite behind a lot of other authorities in terms of our digital offer.\u201d As interest increased from residents, Hartlepool needed to put more digital solutions in place. But like all local authorities, Hartlepool was faced with tight budgets and the need to develop strategies that were <a href=\"https:\/\/granicus.com\/uk\/blog\/a-guide-to-cost-efficient-service-delivery\/\">financially prudent<\/a>, if not revenue-generating. <\/p>\n<p>\u201cThe council\u2019s digital transformation strategy consisted of a number of work streams,\u201d she says. \u201cBut as we looked at a business case, it needed to be cost neutral.\u201d <\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution: Meeting citizen needs with flexible solutions"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SOLUTION<\/p>\n<h2>Meeting citizen needs with flexible solutions<\/h2>\n<p>In order to effectively and efficiently, both in time and budget, establish a groundwork for future digital growth, the digital team focused on enhancing customer service delivery to its residents. In order to do that, while remaining budget neutral, the program also looked to review or replace existing systems. <\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe had a number of front office solutions that were very standalone. They didn't integrate with each other. They were quite expensive and they were very outdated. We needed technology to work from our contact centre, and also with our back-office teams as well.\u201d ","quote_author":"Julie Howard","quote_author_title":"Digital and Customer Services Manager, Hartlepool Borough Council"},{"acf_fc_layout":"anchor","anchor_name":"Results: A blueprint for expanding success"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>RESULTS<\/p>\n<h2>A blueprint for expanding success<\/h2>\n<p>The influence of modernisation has changed the relationship between Hartlepool residents and the council, while providing the ability to better tailor response to digital users. <\/p>\n<p>By publishing digital processes to the public through their website, the council was able to reduce the number of calls that came though the contact centre. Whereas previous systems required staff to answer calls and key information into the CRM system, the self-service approach govService provides allows many processes to be completed by public users, leading to what Howard calls, \u201cAn improvement in terms of contact coming into the organisation\u201d both for internet and mobile users. <\/p>\n<p>\u201cWe&#8217;ve done a lot of customer satisfaction monitoring since this transition started,&#8221; she adds. \u201cJust short of 15,000 users have rated the platform as five stars and on average, processes rated 4.6 stars out of five. We&#8217;re definitely seeing high levels of satisfaction coming through our web channels and it was much more cost effective when delivering our services as well.\u201d<\/p>\n<p>Some of the areas that Hartlepool has integrated into their digitisation strategy include automated processes for Blue Badge applications and booking systems for their household waste recycling centre. During the COVID pandemic in 2020, govService also powered an informational hub that provided vital prescription pick up services, food access, and social support information through Hartlepool\u2019s adult social care team. <\/p>\n<p>The influence of digitisation is impacting councillors responding to community needs, as well. With the creation of a Councillor Portal, counsellors within Hartlepool can manage a wide range of transactions submitted by residents. From streetlight outages to fly tipping and littering, councillors are able to see all open cases in their local area. <\/p>\n<p>\u201cThey get a full appreciation of what is happening within their locality, access key council information and submit council questions,&#8221; says Howard. \u201cReally it&#8217;s a one-stop shop for councillors to be able to manage all their council business in one place.\u201d <\/p>\n<p>The ability to modernise services while consolidating the tools to create those services provides both a time savings and, ultimately, the cost savings for which Hartlepool was looking. Howard says that decommissioning previous systems has led to an estimated cost savings of \u00a350,000 per annum.<\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe've also seen a significant reduction in administration within our customer service team,\" she concludes. \"There\u2019s been a channel shift that has reduced traffic coming into our contact centre. That\u2019s enabled us to repurpose that staff resource and move it into our digital team and provide additional resources to support even further digital transformation.\u201d","quote_author":"Julie Howard","quote_author_title":"Digital and Customer Services Manager, Hartlepool Borough Council"}],"2_column_w_sidebar":{"page_content_builder":[{"acf_fc_layout":"anchor","anchor_name":"Overview"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>OVERVIEW<\/p>\n<h2>Meeting digital demands with five-star service  <\/h2>\n<p>Faced with growing demand for digital services, <a href=\"https:\/\/www.hartlepool.gov.uk\/\" rel=\"noopener\" target=\"_blank\">Hartlepool Borough Council<\/a> found themselves behind the times when it came to mobile and online capabilities. Thanks to taking a modular approach with Granicus products, they\u2019ve gone from 3% digital contact with residents to over 15,000 users giving the council five-star ratings for their online services. <\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe can procure additional tools as our business requirements further develop. We liked that Granicus was a toolkit as opposed to an off-the-shelf product. Working for a local authority, we provide such a diverse range of services that we needed a product that was flexible and could meet a broad range of different business processes.\u201d","quote_author":"Julie Howard","quote_author_title":"Digital and Customer Services Manager, Hartlepool Borough Council "},{"acf_fc_layout":"anchor","anchor_name":"Situation: Bringing digital services up to resident expectations "},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SITUATION<\/p>\n<h2>Bringing digital services up to resident expectations <\/h2>\n<p>Sitting on a limestone peninsula that has made it a steadfast seaport and harbour town dating back to medieval days, Hartlepool serves as the seat of Durham County. And while progress has transitioned the town away from its shipbuilding and marine engineering industries, the Hartlepool Council found in recent years that technology was increasing demands for more accessible digital solutions for residents looking for easier interaction with council needs. <\/p>\n<p>\u201cGoing back to 2016, we only had something like 3% of contact coming through digital channels,\u201d recalls Julie Howard, Digital and Customer Services Manager for Hartlepool Borough Council. \u201cIt was a very sort of poor offering to residents.\u201d <\/p>\n<p>Howard knew that Hartlepool was \u201cquite behind a lot of other authorities in terms of our digital offer.\u201d As interest increased from residents, Hartlepool needed to put more digital solutions in place. But like all local authorities, Hartlepool was faced with tight budgets and the need to develop strategies that were <a href=\"https:\/\/granicus.com\/uk\/blog\/a-guide-to-cost-efficient-service-delivery\/\">financially prudent<\/a>, if not revenue-generating. <\/p>\n<p>\u201cThe council\u2019s digital transformation strategy consisted of a number of work streams,\u201d she says. \u201cBut as we looked at a business case, it needed to be cost neutral.\u201d <\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution: Meeting citizen needs with flexible solutions"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SOLUTION<\/p>\n<h2>Meeting citizen needs with flexible solutions<\/h2>\n<p>In order to effectively and efficiently, both in time and budget, establish a groundwork for future digital growth, the digital team focused on enhancing customer service delivery to its residents. In order to do that, while remaining budget neutral, the program also looked to review or replace existing systems. <\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe had a number of front office solutions that were very standalone. They didn't integrate with each other. They were quite expensive and they were very outdated. We needed technology to work from our contact centre, and also with our back-office teams as well.\u201d ","quote_author":"Julie Howard","quote_author_title":"Digital and Customer Services Manager, Hartlepool Borough Council"},{"acf_fc_layout":"anchor","anchor_name":"Results: A blueprint for expanding success"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>RESULTS<\/p>\n<h2>A blueprint for expanding success<\/h2>\n<p>The influence of modernisation has changed the relationship between Hartlepool residents and the council, while providing the ability to better tailor response to digital users. <\/p>\n<p>By publishing digital processes to the public through their website, the council was able to reduce the number of calls that came though the contact centre. Whereas previous systems required staff to answer calls and key information into the CRM system, the self-service approach govService provides allows many processes to be completed by public users, leading to what Howard calls, \u201cAn improvement in terms of contact coming into the organisation\u201d both for internet and mobile users. <\/p>\n<p>\u201cWe&#8217;ve done a lot of customer satisfaction monitoring since this transition started,&#8221; she adds. \u201cJust short of 15,000 users have rated the platform as five stars and on average, processes rated 4.6 stars out of five. We&#8217;re definitely seeing high levels of satisfaction coming through our web channels and it was much more cost effective when delivering our services as well.\u201d<\/p>\n<p>Some of the areas that Hartlepool has integrated into their digitisation strategy include automated processes for Blue Badge applications and booking systems for their household waste recycling centre. During the COVID pandemic in 2020, govService also powered an informational hub that provided vital prescription pick up services, food access, and social support information through Hartlepool\u2019s adult social care team. <\/p>\n<p>The influence of digitisation is impacting councillors responding to community needs, as well. With the creation of a Councillor Portal, counsellors within Hartlepool can manage a wide range of transactions submitted by residents. From streetlight outages to fly tipping and littering, councillors are able to see all open cases in their local area. <\/p>\n<p>\u201cThey get a full appreciation of what is happening within their locality, access key council information and submit council questions,&#8221; says Howard. \u201cReally it&#8217;s a one-stop shop for councillors to be able to manage all their council business in one place.\u201d <\/p>\n<p>The ability to modernise services while consolidating the tools to create those services provides both a time savings and, ultimately, the cost savings for which Hartlepool was looking. Howard says that decommissioning previous systems has led to an estimated cost savings of \u00a350,000 per annum.<\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe've also seen a significant reduction in administration within our customer service team,\" she concludes. \"There\u2019s been a channel shift that has reduced traffic coming into our contact centre. That\u2019s enabled us to repurpose that staff resource and move it into our digital team and provide additional resources to support even further digital transformation.\u201d","quote_author":"Julie Howard","quote_author_title":"Digital and Customer Services Manager, Hartlepool Borough Council"}]},"sidebar_type":"scroll","content_builder_sidebar_group":{"content_builder_sidebar":[{"acf_fc_layout":"image","image":{"ID":41716,"id":41716,"title":"Success-story-logo-Hartlepool-Borough-Council","filename":"logo_successstory_Hartlepool_Borough_Council.jpg","filesize":2819,"url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/logo_successstory_Hartlepool_Borough_Council.jpg","link":"https:\/\/granicus.com\/uk\/success-stories\/how-hartlepool-balanced-resident-needs-and-council-budgets-to-create-user-friendly-services\/logo_successstory_hartlepool_borough_council\/","alt":"Hartlepool Borough Council 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