Transformation roadmap

Things we are working on now

We're working on these things now:

• Implementing updated and new fees
• Resolving remaining issues with Customer Service 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 how we'll do user research to get feedback from our residents
• Continuing to improve and fix problems with the council website
• Making a business case to complete our PCI compliance work

Things we are working on next

We're planning to work on these things next:

• 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
• Continue to improve Customer Services technology
• 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 are working on later

In the future, we plan to work on:

• Improving the tools we use for software development
• Moving to sending garden waste renewal notifications by email
• Updating our websites to the latest version of the Umbraco content management system
• Research into a commercial office and meeting space service
• If funded, implement GOV.UK Pay to take payments online and through Customer Services to improve our PCI compliance

Things we've done

In the past 2 years we have:

• 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