We took a structured approach to implementation and the configuration of the solution. It was a few weeks from our initial consultation to implementing the process in the departments.
Changes to the Blue Badge Scheme in Scotland expanded the criteria for eligibility of a blue badge to include those with "hidden disabilities." With around 260 applications submitted a month to Aberdeen City Council, strain on the service was always going to increase. These changes were adopted by England in 2019 and many councils are now looking to online solutions to manage this demand.
How One Council Drove Channel Shift for
£250k in Annual Savings
Reduction in Wait Time
Aberdeen needed to reduce from 12–14 weeks to 4–6.
Hours Saved Weekly
Automating processes is saving staff time.
Bespoke forms were built quickly.
With many applications, Aberdeen needed process improvements.
Must-have Granicus solution
See how Granicus govService can help you improve service and save time.
Like many other councils, Aberdeen was using Northgate's Blue Badge Improvement Service (BBIS), but with no application capturing capabilities, staff relied on paper forms which were scanned, emailed, and rekeyed into the system. A spreadsheet was the only way to track the status of an application.
A gov.uk form was used occasionally but, with no upload ability, evidence required for the application needed to be posted to the council separately. Oversight was becoming difficult; a backlog was building with some applications slipping through the net and not receiving adequate response. With targets to reduce their backlog from 12–14 weeks down to 4–6 weeks, they needed to change their process quickly.
An Opportunity to Improve
To date, Aberdeen has developed 125 bespoke online forms with Granicus. However, their development team needed extra resources to meet the time and budget. Aberdeen turned to Granicus' Blue Badge MyService to make this happen, going live on the 5th February 2019.
Developed in house, with best practice and user experience central to its design, the Blue Badge MyService is an end-to-end solution that allows citizens to check eligibility and pay for a blue badge. At the same time, it provides a simple back-office workflow to process applications. By offering tailored advice at the first point of contact through to checking the eligibility and taking a payment for the badge, the whole solution can be completed online.
Automating Services With a Holistic Approach
Aberdeen has saved up to 5 hours a week in eligibility where the solution checks eligibility automatically. Occupational therapists have been able to save almost 8 hours a week in admin time processing paper forms and chasing information missed in the original paper application form.
New staff were able to hit the ground running with the fresh, intuitive system. For older staff, a change in behaviour was managed so that the transition from the old system to Granicus was smooth and pain free.
The MyService is periodically updated with feedback and kept in accordance with the requirements from the Department for Transport, saving Aberdeen council both initial development time and time required to maintain the process.
Time-Saving Service for Residents & Staff
How wrexham county council improved citizen experience through integrated communications & service delivery
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.
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
Citizens love the online experience they are receiving
Increasing by 500 new accounts per month
Increasing by 800 subscribers per month
The result of targeted, proactive communications
Reduction in Calls
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.
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
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
“We hope residents will find our new website to be much like a virtual library branch, easy to navigate with an extension of the same valuable resources, quality services, and delivery of knowledge and information to the community that is available at all Norfolk Public Library neighborhood branches.”
Programme Delivery Manager
“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
Users who have signed up for an account with Aberdeen City Council will see their profile information already populate the form for a smooth user experience. Information entered is retained as users move through the form to avoid the same questions being asked multiple times. By logging into their MyAccount, they can check the status of their application and complete any extra stages at any time.
A holistic approach
Aberdeen wanted the MyService to become part of a holistic approach to Blue Badge services as part of a wider care package. Working with partner services throughout the area, the MyService is used as a vehicle to provide effective help and support. If an applicant is not eligible for a blue badge at the time of application, other options are presented such as being advised to apply for training on independent travel.
For some citizens, online services can be daunting. Aberdeen has provided help and support in local areas such as the library for those who require assistance to complete the form. Staff can help build the general public's confidence in online services by helping to make an account and use the Customer Portal.
The Blue Badge MyService can also be used in conjunction with Service, Granicus' CRM module, so that CSAs can submit the application form on behalf of an applicant.
The new Norfolk Public Library website better highlights the many resources and events it offers the proud citizens of Norfolk. The simple navigation — whether on desktop, tablet, or mobile device — brings citizens closer to what they need while branding NPL as a modern family-friendly library. Plus, the govAccess content management system makes it easy for library staff to update website content. “One thing we love about govAccess is the CMS. It’s much easier to use compared to other solutions I’ve experienced,” said Thomann.