Maldon District Council

Outcome of Expression of Interest: Not shortlisted

Self Service Customer Portal Application

The public sector has gone through unprecedented change following the introduction of fiscal austerity. Local Authorities have been at the centre of this programme. Concurrently, expectations of the public for the variety of services councils provide and ability to access services in different ways have changed beyond recognition. This has resulted in difficult choices about reducing services, decreasing the ambitions they have for local communities or innovating in how services are delivered.

Through the implementation of a Customer Self Service Portal we want to drive channel shift towards self-service so that customers can online:

  • Easily find what they need
  • Have a consistent user experience for all digitally managed services
  • Apply for and report all significant services/issues
  • Submit documents virtually, both at initial application and during a case
  • View information about their cases and accounts


  • Bridging the gap in our Medium Term Financial Strategy
  • Delivering improved quality of service to customers

Producing assets re-usable by other local authorities including:

  • A business case (based on detailed service by activity analysis, refined maturity assessment, cost analysis and technology)
  • A high-level implementation plan
  • A to-be user journey map
  • A lessons learned document
  • Digital leadership training (for council leaders, service managers or senior executives)
  • Digital and agile awareness
  • Introduction to service design
  • Introduction to digital business analysis
  • Agile for teams