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Appendix B
Maidstone Borough Council’s
Digital Strategy
Updated Action Plan 2019/21
Actions |
2019 / 2020 |
2020 / 2021 |
Launch of ‘My Maidstone’ Digital Customer Service Platform |
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Refresh of the Councils website home page to improve customer navigation |
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Improve and replace the current ‘Report-it’ online processes, including fly tipping and abandoned vehicles |
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Introduce email subscriptions for Council news & Digital notifications for updates to Council services |
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Make improvements to the online bin processes, including ordering new/replacement bins and reporting missed bins |
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Creation of new Local Plan micro site at localplan.maidstone.gov.uk |
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Completion of Digital Inclusion Strategy |
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Creation of ‘Go Green Go Wild’ website |
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Explore the use of Social Sign on for the ‘My Maidstone’ Digital Customer Service Platform |
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Implementation of additional Revenues and Benefits Capita advantage digital modules including suite of online forms and automation processes |
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Explore better integration between finance and payroll systems |
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Review the appropriateness of Direct debit for annual payments |
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Implement an improved FOI handling system |
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Roll out of Skype for Business to Councillors |
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Introduction of web chat |
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Procurement of corporate mobile working solution |
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Procurement of new Housing Rents system |
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Introduce an electronic new starter pack and improved staff induction process |
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Expand the use of Microsoft Power BI as a business intelligence tool |
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Provide user research training to more staff to improve the design of user centred digital services |
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Explore options for online grant application process |
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Actions |
2019 / 2020 |
2020 / 2021 |
Work with third party suppliers to ensure online systems meet improved website accessibility standards |
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Ongoing projects to reduce paper usage |
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Programme of work to increase the proportion of planning applications submitted electronically |
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Make more information available online to reduce FOI requests |
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Trial the use of bots for simple web chat enquiries |
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Improve the provision of customer report tracking to keep customers informed of progress with reports |
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Explore the potential to expand the use of Robotic Process Automation to other processes |
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Programme to increase the take up of ebilling and e-notification for benefits |
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Introduction of virtual parking permit system |
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Provision of more open data for planning customers |
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Explore options for electronic notification of nearby planning applications |
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Transfer existing planning processes for service requests to ‘My Maidstone’ Digital Customer Service Platform |
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Link housing register system with My Maidstone digital customer service platform |
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Project to enable street cleansing data to be presented publicly on the councils website |
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Mapping of the cemetery and completion of electronic burial records to enable public searchable records |
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Extend the use of mobile worker to parks and open space |
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Explore the use of AI, and voice activated services such as Amazon Alexa or Google Home |
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Reduce printing for agendas and papers for committees |
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Review potential for implementing GOV Pay |
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