Transformation roadmap

Things we are working on now

We're working on these things now:

• Improving our Customer Services' technology
• Transforming our Housing Options and Environmental Health services
• Making changes to save money on print, paper, and post
• Creating a proof of concept for how we can use data to get better insight into our services
• Planning our user research to get feedback from our residents
• Continuing to improve and fix problems with the council website
• Moving the Princes Hall theatre to a new website with an updated design, latest application programming interface version, new content management system, and more resilient infrastructure

Things we are working on next

We're planning to work on these things next:

• Improving the tools we use for software development
• Move to sending garden waste renewal notifications by email
• Develop a sign up to receive council tax bills by email service
• Implement GOV.UK Pay to take payments online and through Customer Services to improve our PCI compliance
• Research into whether our 'manage my taxi licence' prototype service could be used by other councils

Things we are working on later

In the future, we plan to work on:

• Updating our websites to the latest version of the Umbraco content management system
• Research into a commercial office and meeting space service
• Begin the research, design, and development of digital service for residents to tell us they have moved home. This service could include: ‘tell us once’ style customer experience, integrations with back-office software in multiple services, and upsell marketing
• If funded, develop our prototype 'manage my taxi licence' service into a beta service

Things we've done

In the past 2 years we have:

• Updated our products and services with new and updated fees
• Moved Customer Services to a new technology platform for customer relationship management and contact centre software
• Moved our staff to a new business phone system with better performance, improved resilience, and lower cost
• Launched a new council website with a modern design system, refreshed content, information architecture, and content management system
• Worked with services to bring budget reduction proposals forward and set a balanced budget
• Helped people with the move towards hybrid working
• Organised an upgrade to our housing software
• Worked with the community patrol team to understand their workload, responsibilities, and priorities
• Made changes to our digital services for the start of food waste collections
• Developed a proof of concept for looking up vehicle information
• Built a prototype 'manage my taxi licence' service
• Launched a new digital service for bonfires and smoke help and advice
• Redesigned the fly tipping process and made customer experience improvements
• Rolled out new tablets to improve mobile working in the operations service
• Researched and made recommendations on how we improve our PCI compliance
• Worked with HR to research user needs and design the information architecture for the People Portal
• Created a new website for Rushmoor Homes
• Replaced the tool and found process improvements for sending out revenues and benefit documents
• Worked with our housing options service to find the problems they are experiencing
• Continuous improvement work including changes to 'Check I'm registered to vote', bulky and garden waste services, and how we record digital service feedback