City of Lincoln Council

The Council has a Customer Experience/Channel shift programme to enable staff to be work in a more agile manner enable customers to self-serve online in as many services as practically possible.  After considerably improving Revenues and Benefits services, we would like to concentrate on Environmental and Regulatory Services, including:

• Refuse collection
• Licensing
• Anti-social behaviour
• Environmental Health

This will form three phases, reviewing services to understand existing provision, service redesign and potentially IT system replacements.

The outcomes of the project we would expect to see are:

• staff to be able to work more effectively in the field
• proportion of customer interactions completed through self-service to increase
• project to act as a pilot for extending provision to other service areas
• consideration of and possible implementation of a new IT system