skip licencing - the story | noel phillips | november 2014

Warwickshire County Council


Skip Licencing – The Story

Noel Phillips


Requirements before research:

Implement an improved onlineskip licence application form

Warwickshire County CouncilWarwickshire County Council

Team RecruitmentTeam Recruitment

Topic Expert

Topic Expert

(County Highways)

(County Highways)

Project Manager

Project Manager(Digital By Default)

(Digital By Default)

Business Analyst

Business Analyst



InternetInternet

(Web)(Web)

ResearchResearch(Observatory)

(Observatory) MappingMapping

(GIS)(GIS)

Project Manager

Project Manager

(Customer Services)

(Customer Services)

Virtual TeamVirtual Team


Started with research

“Ethnography”

Insight:Immersing ourselves in the subject matterObserving people in their natural habitat

Answer questions we did not know existed


TrustTrust

Incentive £30

Incentive £30

Standardise Approach & EthicsStandardise Approach & Ethics

No whistle blowing

No whistle blowing

We agreed our ethics and We agreed our ethics and standards before customer standards before customer

recruitmentrecruitmentBlank MindsBlank Minds


Customer RecruitmentCustomer Recruitment

Internal customer

Internal customer

records spreadsheet

records spreadsheet

Yellow PagesYellow Pages

Script - Determination – Tenacious – Low take up Script - Determination – Tenacious – Low take up Extremes of customer – The Good, Bad, and the UglyExtremes of customer – The Good, Bad, and the Ugly


Fieldpacks - comprehensiveFieldpacks - comprehensive

Incentive receipt

Incentive receipt

Intro letter

Intro letter

(key explanation)

(key explanation) Prompt SheetPrompt Sheet

((key things to ask, note and watch for)

key things to ask, note and watch for)

Topic Guide

Topic Guide

(Questions to ask)

(Questions to ask)

Fieldwork ChecklistFieldwork Checklist(What to do before, during, after)

(What to do before, during, after)

Consent FormConsent Form

BuddyBuddy

information

information

We put together Field PacksWe put together Field Packs


Data gatheringData gathering

Go out and gather individual jigsaw pieces

Go out and gather individual jigsaw pieces

‘everything and anything’

‘everything and anything’

Put them together later

Put them together later


Journey Mapping

‘Back in the office’


PersonasPersonas

Windsor Skips

Windsor Skips

Sylvester Skips

Sylvester Skips

BoycieBoycie

Anonymise, then tell the storyAnonymise, then tell the story


Information and issues foundInformation and issues found

Applications and Applications and approval timeapproval time

What is the Highway?

What is the Highway?

(e.g. verges)(e.g. verges)

What payments are receivedWhat payments are received

Non-complianceNon-compliance

EnforcementEnforcement

Assemble the individual jigsaw piecesAssemble the individual jigsaw pieces‘everything and anything’‘everything and anything’


Map different customer journeysMap different customer journeys


Issues Problem statementIssues Problem statement

BoundariesBoundaries


Ideation

‘Solve the Problem’


IdeasIdeas

Self approvalSelf approval

Online mapOnline map

Click and applyClick and apply

Company accountCompany account

BrokerageBrokerage

Self approvalSelf approval

Licence to clientsLicence to clients

Educate customersEducate customers

and clientsand clientsSkip AwardsSkip Awards


Ideas for Perfect JourneyIdeas for Perfect Journey


Self ApprovalSelf Approval

DashboardDashboard

Online mappingOnline mapping


Map the perfect journeyMap the perfect journey


Refining the Perfect JourneyRefining the Perfect Journey


Self Approval – legal and buy-in issuesSelf Approval – legal and buy-in issues

can still revisit latercan still revisit later

DashboardDashboard


EnforcementEnforcement

– – take forward as separate journey for future

take forward as separate journey for future


Map the Backup JourneyMap the Backup Journey


Prototyping


Dashboard – Blue Peter styleDashboard – Blue Peter style



Self checkingSelf checking

Views:Views:-CompanyCompany

-PublicPublic-CouncilCouncil

Balance due/statementsBalance due/statements

Progress of applicationsProgress of applications


Draft DashboardDraft Dashboard

Self checkingSelf checking

checklist to go herechecklist to go hereCurrent Roadworks

Current Roadworks

StatementsStatements

Application statusApplication status

Map of skip licencesMap of skip licences

Company detailsCompany details


FeedbackFeedback


Next Stage: Further RefinementNext Stage: Further Refinement


Requirements before research:

Implement an improved onlineskip licence application form

Reminder


After research we required:Dashboard

Self checking applications

Online mapping, skip locations and roadworks

Online company accounts with online statements

Improve skip company compliance

Improve customer contact

Improve customer relations

Improve enforcement

skip licencing - the story | noel phillips | november 2014

Government & Nonprofit