Norwich City Council had to identify more efficient contact channels for their customers. They first looked at the various ways the public made enquiries to the council and how efficiencies could be made.
The result was the MyNorwich website, developed with the support of their partners and Local Government Shared Services (LGSS). As well as saving time and money, it allows members of staff and the public easy and constant access to data on a wide range of themes.
What were the challenges?
- Targetting resources to where they are most needed.
- Where appropriate, encouraging customers to use online contact channels rather than telephone, face to face and post.
- Making data accessible to all, around the clock.
What was the solution?
Developed by Local Government Shared Services (LGSS) with Norwich City Council, the MyNorwich website was created using ESRI software and products, allowing access to a wide range of data 24 hours a day, seven days a week. OS VectorMap Local and the OS MasterMap Topography Layer were used as the site’s map base. Users enter an address or postcode to find information on everything from planning permission to where to find the nearest allotment or public park.
What were the outcomes?
- Fewer telephone calls and personal enquiries.
- Allows easy navigation to 19 information feeds, which are constantly added to and updated.
- Information such as gritting bins and polling stations can be added to and removed from the website according to season.
- Allows for stats to be analysed, such as number of hits and areas commonly accessed.
- Issues such as fly tipping and potholes can be reported easily.
- Contractor systems are linked directly to the site, saving time and resources while improving service