In 2001 central government asked all local authorities to make as many services as possible available to the public through the internet and telephone. Surrey County Council responded by making its services available ahead of schedule. Currently, 83 per cent of its services are obtainable in these formats, and 100 per cent will be accessible by 31 March 2004. "We aim to make services available so the public can access them at a time and place convenient to them," said Nigel Hannam, Head of e-Service at Surrey County Council. "People can undertake transactions our website at anytime, or telephone the Council during our extended business hours."
Nigel Hannam gives an example of how this new system will work: "If someone has a pothole outside their house, they can go online to our website, to the Highway Problems and Enquiries page and fill out a report, which is then sent to the team who will fix the pothole. This results in quicker and more efficient service."
Other services that are currently available online are the ability to pay an invoice you may have received from the Council, apply for a job at the Council, apply for a Blue Badge, find out about roadworks in your area, report broken streetlights, and more.
Other features that will be available by 31 March 2004 include the ability to fill out and submit forms online. Surrey residents can apply to be a foster carer, correct a birth/death/marriage entry, or to apply for a bus or train student fare card.
There are two other parts of the target which the Council has agreed with central government that need to be met by 31 March 2004:
- Twenty-five per cent of access to Council services must take place via telephone or internet. The Council has already met the first target as 37 per cent of access to its services takes place via these formats.
- Eighty per cent of such access is satisfied at the first point of contact. The Council has also satisfied 75 per cent of requests at the first point of contact, and it is confident it will meet the 80 per cent target by 31 March 2004.
Quelle: PublicTechnology, 20.11.2003
