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  • By providing 24/7 access to a wide range of facilities and information online, we are hoping customers will self-serve more at a time that suits them, so improving accessibility to our services whilst reducing costs.

    Councillor Kathryn Westwood, Portfolio Holder for Communities

Mole Valley District Council launches online ‘one stop shop’ for public service information.

The challenge

As a part of Mole Valley District Council’s (MVDC) broad-ranging Business Process Review, it was identified that the use of geographic information (GI) could improve service efficiency, deliver cost savings and enhance customer service.

The Council started a project to build an online portal where the public could discover a host of public service information 24 hours a day. Not only would this offer more information, but it also represented a cheaper option compared to dealing with enquiries over the phone, on paper or in person.

The solution

Astun Technology’s iShareMaps suite, featuring a range of geographic information from Ordnance Survey, was chosen as a platform and the Mole Valley & Me portal was launched on 10 August 2010.

Mole Valley & Me offers a completely tailored suite of information based upon the Council’s records held against a particular location.

Functioning as a ‘one-stop shop’ for information, visitors can enter their postcode and are then presented with details on council tax, waste and recycling collection times, nearby planning applications, tree preservation orders and nearby road works.

The site also features a ‘where’s my nearest’ facility, allowing users to search for GP surgeries, parks, recycling centres and a range of other important information.

MVDC now aims to increase the public awareness of Mole Valley & Me, whilst continually developing the portal to offer more information in the most efficient, intuitive and user friendly manner.

The benefits

  • 30% increase in usage of one-stop-shop.
  • £4 000 savings within first month vs equivalent telephone interactions.
  • 1 250 more hits in first month.
  • Projected further savings from channel shift and reduction of telephone enquiries.

The products used

Download this case study PDF – 325kB

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Related case studies

From a website showing polling stations and registry offices to applications enabling staff to classify home care packages, Gwynedd Council uses mapping to present, manage and analyse a wide range of information.

North Somerset Council uses its website to reduce the number of invalid planning applications, save officer time and deliver annual cost savings.

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