Question
I have recently been approached by two residents with regard to our blue badge service. Both were in the later time of life and had no access to technology channels and were reliant on family members to try and apply/renew a blue badge. In fact I tried myself to assist one through the process and struggled.
As a result I met with our Blue Badge Service team and was impressed with the awareness of the service weaknesses and the planned improvements. I was also very impressed with the face to face support provided to one of my residents, service of the highest level. I am also aware of the recent significant changes relating to hidden disabilities and the pressures this must have placed on the service. This is a sensitive and vital service that can have significant impact on the lives of some of our more vulnerable residents. My question is can you advise me when service improvements will be available to our blue badge residents?
Minutes:
I have recently been approached by two residents with regard to our Blue Badge service. Both were in the later time of life and had no access to technology channels and were reliant on family members to try and apply/renew a blue badge. In fact I tried myself to assist one through the process and struggled.
As a result I met with our Blue Badge Service team and was impressed with the awareness of the service weaknesses and the planned improvements. I was also very impressed with the face to face support provided to one of my residents, service of the highest level. I am also aware of the recent significant changes relating to hidden disabilities and the pressures this must have placed on the service. This is a sensitive and vital service that can have significant impact on the lives of some of our more vulnerable residents. My question is can you advise me when service improvements will be available to our Blue Badge residents?
Answer
Thank you for your feedback on the service we provided.
We do need to make improvements to the online service, to ensure the customer experience is a good one. When the service moved into Customer Services at the end of 2016, we designed an online service which enabled a faster and more efficient way of applying, this gave an instant decision for those applying under the difficulties in walking criteria – this was in addition to offering phone or face to face appointments for those who need it.
However, following a bedding-in period, recent legislation changes and feedback from our residents, we have identified ways to improve the customer experience when applying for a badge. We will be incorporating improvements into a system rebuild which will start in January 2020, through to April-May for the go live date.
The changes will be:
· We will use the Gov.application form, which includes hidden disability questions. This will integrate with our Customer Relationship Management (CRM) system and will ensure a quicker and easier application process for customers.
· The removal of the requirement to have an online account with the Council before applying, making the process simpler and quicker for our customers.
· We will use Gov.pay - rather than our own payment system.
· We will use Gov.notify – by using the Gov.application form, we will be able to use the automatic reminder service for expiring blue badge holders to renew their application – this negates the manual process that we currently deploy.
I also know that you have a great deal of experience in this field which you have offered to the Customer Service Teams and the people who will be working on this project. I know that they appreciate that support.
Supplementary Question
As we learn from these improvements, can I ask the Executive Member to share learning with other services.
Supplementary Answer
I will agree to do that. Actually, it all falls under a couple of people in the Customer Service Team. I will make sure that it gets passed to them.