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