The Council’s “One Broxbourne” team has been named as a finalist for the Best Transformation Team category in the iESE Public Sector Transformation Awards 2021.
The annual iESE Public Sector Transformation Awards are an opportunity to celebrate and share the most innovative practice in transforming local public services.
The One Broxbourne Team is a diverse team made up of Council officers (bringing skills and knowledge from their individual service areas), and experts in service redesign, customer experience, business change and the use of technology from Sopra Steria. Over the last two years, this team has driven forward a wide ranging transformation in the way the Council interacts with its customers.
The changes instigated by the team mean that customers can now access the majority of the Council’s services digitally via the Council’s website, which was crowned in 2019 as the most improved local government website. These improvements mean that customers can now access services at a time and place that suits them. They can receive real-time updates and they also have the ability to self-serve and track queries via their personal MyAccount
Transformation is not solely focused on the website. New, more efficient, ways of working mean that staff can spend more time focusing on delivering the services that customers care about. Average call answering times have reduced from 120 seconds to 43 seconds and 37.5% more queries are now answered first time by Customer Service Advisors rather than being passed onto someone else. These improvements alone result in a much more satisfying experience for customers choosing to contact the Council via telephone.
The work of the team continues, using feedback from customers to ensure that interactions with the Council are tailor-made to meet their needs and not the Council’s ways of working.
Cllr David Holliday, Deputy Leader of Broxbourne Council, said: “From a Council perspective, the Broxbourne Council Transformation Programme has fundamentally shifted how customers interact with the Council, greatly improving their experience and the Council’s effectiveness. I am very proud of what we have achieved – the One Broxbourne team’s energy, devotion and hard work has transformed Broxbourne Council for the benefit of all of its customers and staff.”
The winners of this prestigious accolade will be announced at an awards ceremony hosted by iESE on Wednesday 8 September.