PETE FLYNN: Better Connected Live 2016

  • Published on

  • View

  • Download

Embed Size (px)


  • Better ConnectedSOCITMBirmingham

  • Pete FlynnTechnical Support ManagerPlanning Liverpool City Council

  • Liverpool City Council Website

    SOCITM findingsLCC home PageHow we address customer needsRole of the Web TeamMost used PagesUse of Contact CentreLinks to the Planning Portal

  • Liverpool City Council Website

    e-planning changes made internally to improve the processing of Planning ApplicationsBenefits of receiving electronic applications Cost savingsFurther Improvements

  • SOCITM Findings

  • Welcome to Liverpool City Council LCC Home Page

  • The Web team

    Web team manage contentRole of the teamRelationshipDesign ConstraintsMeeting the Customer Needs

  • Most used pages

    Search and track current applications 40%Add comments hereMake an application

  • Liverpool City Council Contact Centre

    LCC first LA Contact CentreDedicated Planning teamTraining in Planning Refer customers to Website where possibleAdvisors use Planning Portal for advice

  • Links to Planning Portal

    Planning Portal Key to websiteLinks on most pagesUnderpin everything we doProvide invaluable advice Prevents duplication

  • e-Planning Changes

    On line comments direct into back officeE-consultsEmail all correspondence including decisions etc

  • Benefits of Electronic Applications

    Documents automatically available on lineNo scanning requiredFaster validationAbility to consult electronicallyEasier for applicants/agentsBetter when fees paid up front

  • Cost Savings

    Reduction in staffPostage costsPrinting costsStaff timeAgents/Applicants

  • Future Improvements

    End to end electronic processingPlanning MobileElectronic consults for neighboursPlanning Alerts

  • Thank you

    Any Questions?