Northumberland County Council

Outcome of Expression of Interest: Invited to apply

Northumberland County Council would like to look at the process of licencing a taxi driver.  The process is currently requires the person to visit the council and provide the relevant evidence in person for the application.  This often involves the person having to drive over an hour each way to premises in the south east of Northumberland, failed applications as they don’t meet the criteria or they forget to bring required documentation with them. We would like to digitise this process.

Information and criteria is often difficult to understand and find about how to apply for a taxi licence and what to expect.  We have no statistics regarding how many interactions we have  and very little understanding of what the issues are.

To develop a to be customer journey which they can follow which leads to a successful completion first time around.

A report which highlights the pain points in the user journey

Understand what options and channels would be the most efficient in letting people know the eligibility criteria for the service

To look at developing an online application form, booking in tests for the person and vehicles, provide status updates, uploading evidence and case management of the application.

Produce and share information that can be used by licencing services

Ideally would like to get to the stage where we have a product(s) that provides status updates to the applicant, a back office tool for staff to manage applications, to provide all the information someone needs to apply before they press submit and some kind of indication that they will be successful if they to apply without them travelling a 200 mile round trip.  We would also like to have a performance dashboard to manage the service and aid in further iterations of the service as it develops


  • Digital leadership training (for council leaders, service managers or senior executives)
  • Digital and agile awareness
  • Introduction to user research
  • Introduction to service design
  • Introduction to delivery management
  • Introduction to product management
  • Introduction to digital business analysis
  • Agile for teams

Other training requests

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