Using govService to power our request form makes it possible for people to find out quickly if they are entitled to support. The in-built financial test of resources helps to set realistic expectations of what an individual may have to contribute in order fund their social care is not free at the point of delivery.
When Milton Keynes Council wanted to improve adult social care and meet its responsibilities for the health and wellbeing of its citizens, Granicus govService had the digital solutions the Council needed.
Milton Keynes
Council
How a Council Improved & Streamlined Adult Social Care With govService
Overview
Must-have Granicus solution
See how Granicus govService can help you improve service and save time.
The first thing Milton Keynes Council’s Adult Social Care team wanted to do was overhaul the information, advice, and guidance they offered online. Their previous online forms didn’t let people self-serve in any way, information was not always up to date, and there wasn’t a complete overview of local care and support services. This meant citizens weren’t always getting the support they needed, and that staff weren’t always being used in the most effective way.
Victoria Collins, Director of Adult Social Care, said, “There was a recognition within Adult Social Care that we had to do more to realise our ambitions for social care. We initially looked at off-the-shelf providers of directories of care - but nothing stood out.
Changing the Way Citizens Access Information
govService
With support from govService, the Adult Social Care Hub went live in early 2017, and the outstanding functionality of govService makes it quick and easy to search, compare, save and download details of community services.
Since the Hub launched, there has been a marked decrease in the number of people with low-level social care needs contacting the Council.
An Online Social Care Hub Powered by govService
Every year, over 2,200 safegaurding referrals are made to Milton Keynes Council. Before moving to govService, there was an online form for people to use to make a referral, but it wasn't integrated into the line of business care system that records and tracks cases.
Better Service for Customers, Less Work for Staff
How wrexham county council improved citizen experience through integrated communications & service delivery
Overview
With Firmstep, the county’s digital customer services solution, integrated with govDelivery, their communication platform, the customer experience is seamless.
How does it work? When a customer visits the Wrexham website and enters their address in a form, Firmstep automatically looks up the customer’s collection day and calendar, then sends the information into GovDelivery, which automatically signs the customer up for their bin reminder emails. After that, the customer receives relevant, timely, and automated information about their bin collections. This combination has improved sign-up rates and ensured Wrexham reaches more citizens.
How the Firmstep + GovDelivery integration streamlines service
Must-have Granicus product
Could your citizens benefit from seamless and integrated digital experiences? Get in touch with us today to learn more about how Granicus can help!
See It Live
We love govDelivery because it gives us control over information. We can find the answers to our questions, and then form good processes to better interact with the people in our council.
Situation
Solution
Results
Background
Like many local governments in California, the team at the Napa County Election Division has many critical duties in support of local, state, and federal elections. They also must help ensure all required government officials disclose their financial interests.
Designated filing officers must accurately track, manage, and deliver documents related to the disclosure of government employee and elected official Statement of Economic Interest, known as Form 700 in California. The process is regulated by the State of California’s Fair Political Practices Commission (FPPC).
Staff at the Election Division have their own goals to increase efficiency and make sure officials file on time. Napa County’s recently updated strategic plan has a priority goal of making government more transparent.
A Mandate for Transparency & Efficiency
Situation
Solution
The DisclosureDocs implementation team worked closely with Napa County staff to meet their tight deadline. After their kickoff meeting in January 2019, they migrated files, trained staff, and then deployed. In the end, they were able to implement DisclosureDocs by their deadline of April 2.
From Manual to Automatic
See It Live
“The wider Council had already begun using the Firmstep Platform to transform its corporate digital offering, so it made sense for us to align our aspirations with theirs and give our citizens a single place to go to for information about council services.”
“Thanks to the Hub and govService technology
behind it, our staff find that when people progress to needing to speak to them, they come much better informed and have realistic expectations of the support we can offer. With fewer telephone calls and face-to-face interactions to deal with, our staff have more time to focus on those that need our support the most.”
“We do not think that our development team would have been able to prioritise building a process as complex as Granicus' Blue Badge MyService”.
- Angela Doyle, Programme Delivery Manager
“The wider Council had already begun using the Firmstep Platform to transform its corporate digital offering, so it made sense for us to align our aspirations with theirs and give our citizens a single place to go to for information about council services.”
“Thanks to the Hub and Firmstep's Platform behind it, our staff find that when people progress to needing to speak to them, they come much better informed and have realistic expectations of the support we can offer. With fewer telephone calls and face-to-face interactions to deal with, our staff have more time to focus on those that need our support the most.”
Every year, over 2,200 safegaurding referrals are made to Milton Keynes Council. Before moving to the Platform, there was an online form for people to use to make a referral, but it wasn't integrated into the line of business care system that records and tracks cases.
With Forms, referrals made online now seamlessly integrate with the wider social care system. Staff no longer have to key in data multiple times, allowing them to focus on higher value tasks and provide a faster response. Referral forms are also far more accessible and can be completed using either a computer, smart phone or tablet.
With Forms, referrals made online now seamlessly integrate with the wider social care system. Staff no longer have to key in data multiple times, allowing them to focus on higher value tasks and provide a faster response. Referral forms are also far more accessible and can be completed using either a computer, smart phone or tablet.
“A lack of integration meant that staff had to re-key in data, which was not only a waste of their time but also diverted them away from their other vital activities.”
With govService, referrals made online now seamlessly integrate with the wider social care system. Staff no longer have to key in data multiple times, allowing them to focus on higher value tasks and provide a faster response. Referral forms are also far more accessible and can be completed using either a computer, smart phone or tablet.
Online Request for Service & Eligibility Checklist
Customers, third-party organisations, and Milton Keynes Adult Social Care also use Service Designer to process online requests for support.
Based on the information provided, the intelligent form makes an eligibility assessment and gives an immediate decision about the likelihood of someone receiving care and support from the Council. Decisions are transparent and standardised, based on the national minimum threshold criteria for care.
govService has transformed the way Milton Keynes Coucil delivers adult social care. Processes that were once cumbersome and took staff away from their frontline activities are now more streamlined thanks to smart capabilities and in-built integration tools. Citizens have become more self-serving because they can find everything they need in the Adult Social Care Hub and this is promoting early intervention and prevention. Staff now have more time to help the most vulnerable people in their community.
Milton Keynes Council is unlocking the savings associated with channel shift and delivering outstanding customer service for adults with social care needs thanks to govService.
The county council knew the first step to improve the citizen experience was to modernise the way they communicated bin removal services. To ensure citizens received relevant, timely and automated communications, Wrexham implemented Granicus’s govDelivery email, mobile message, and social media platform. Now, they have the sophisticated marketing automation and audience segmentation required to deliver personalised waste and recycling bin collection reminders to over 12,000 residents. Targeted email messages from the county empower residents to take the correct action at the right moment.
These reminders — delivered alongside educational messages about what can and can’t be recycled — are positively impacting local recycling rates. For example, more customers know what can and can’t be recycled; the number of bins not being collected due to contamination has decreased by 27% since implementing govDelivery.