Your Councillors

Appendix B

 

 

 

 

Maidstone Borough Council’s

Digital Strategy

 

 

Updated Action Plan 2019/21

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Delivering the Strategy
The following is a revised high-level list of actions due to be completed between 2019 and 2021 that link with the delivery of the digital strategy. The list and timeframes will continue to be developed over the course of the strategy. 
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Actions

2019 / 2020

2020 / 2021

Launch of ‘My Maidstone’ Digital Customer Service Platform

 

 

Refresh of the Councils website home page to improve customer navigation

 

 

Improve and replace the current ‘Report-it’ online processes, including fly tipping and abandoned vehicles

 

 

Introduce email subscriptions for Council news & Digital notifications for updates to Council services

 

 

Make improvements to the online bin processes, including ordering new/replacement bins and reporting missed bins

 

 

Creation of new Local Plan micro site at localplan.maidstone.gov.uk

 

 

Completion of Digital Inclusion Strategy

 

 

Creation of ‘Go Green Go Wild’ website

 

 

Explore the use of Social Sign on for the ‘My Maidstone’ Digital Customer Service Platform

 

 

Implementation of additional Revenues and Benefits Capita advantage digital modules including suite of online forms and automation processes

 

 

Explore better integration between finance and payroll systems

 

 

Review the appropriateness of Direct debit for annual payments

 

 

Implement an improved FOI handling system

 

 

Roll out of Skype for Business to Councillors

 

 

Introduction of web chat

 

 

Procurement of corporate mobile working solution

 

 

Procurement of new Housing Rents system

 

 

Introduce an electronic new starter pack and improved staff induction process

 

 

Expand the use of Microsoft Power BI as a business intelligence tool

 

 

Provide user research training to more staff to improve the design of user centred digital services

 

 

Explore options for online grant application process

 

 

Actions

2019 / 2020

2020 / 2021

Work with third party suppliers to ensure online systems meet improved website accessibility standards

 

 

Ongoing projects to reduce paper usage

 

 

Programme of work to increase the proportion of planning applications submitted electronically

 

 

Make more information available online to reduce FOI requests

 

 

Trial the use of bots for simple web chat enquiries

 

 

Improve the provision of customer report tracking to keep customers informed of progress with reports

 

 

Explore the potential to expand the use of Robotic Process Automation to other processes

 

 

Programme to increase the take up of ebilling and e-notification for benefits

 

 

Introduction of virtual parking permit system

 

 

Provision of more open data for planning customers

 

 

Explore options for electronic notification of nearby planning applications

 

 

Transfer existing planning processes for service requests to ‘My Maidstone’ Digital Customer Service Platform

 

 

Link housing register system with My Maidstone digital customer service platform

 

 

Project to enable street cleansing data to be presented publicly on the councils website

 

 

Mapping of the cemetery and completion of electronic burial records to enable public searchable records

 

 

Extend the use of mobile worker to parks and open space

 

 

Explore the use of AI, and voice activated services such as Amazon Alexa or Google Home

 

 

Reduce printing for agendas and papers for committees

 

 

Review potential for implementing GOV Pay