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About your council | Council structure and services | e-Service | BVPI 157 - an explanation

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The Office of the Deputy Prime Minister is responsible for setting this target and defining what it means in practice. However, official guidance is evolving and broad. As we were committed to deliver this target in full by March 2004, we needed to develop a more detailed framework. The following is a summary of the key points of our internal guidance, setting out in detail what we believe that this indicator means in practice.

Scope
Based on guidance to date, we believe that this indicator includes:

• All services delivered by Surrey County Council to the citizen
• All services delivered on behalf of Surrey County Council by contractors to the citizen
• All services delivered by an internal trading organisation of Surrey County Council to the citizen
• Interactions between Surrey County Council and outside suppliers (but not with contractors providing services on our behalf)
• Interactions with the citizen on employment/personnel matters
• Interactions with our staff on employment/personnel matters
• Interactions between the LEA and schools on employment/personnel matters
• Relevant interactions with government and other local authorities.
• Interactions between the citizen and the LEA on education matters

• Internal interactions
• Interactions between Surrey County Council and an outside contractor providing a service on Surrey County Council's behalf
• Interactions between schools and the citizen or
• Interactions between the LEA and schools

• Procurement of goods and services by the council, for its own use, from a third party
• Procurement of goods and services by the council, on behalf of a named citizen or customer, from a third party
• Interactions on matters directly relating to the employment relationship between an individual member of staff and the authority as an employer.

• Interactions between Surrey County Council and contractors who are directly delivering a service to the citizen
• All interactions related to undertaking the role for which the employee is employed, including interactions between managers and staff.
• All internal administrative activity that the employee may be involved in but which does not impact on the nature of his or her employment relationship with the authority.

• Legal barriers
• Technical barriers
• Operational reasons

1. Process is patently not suitable for any sort of enablement
2. Process will shortly be taken over by a third party
3. Process will shortly be reworked under Enterprise Resource Planning software
4. Awaiting outcome of local pilot
5. Awaiting outcome of national/external pilot that will deliver solution or learning needed to enable process effectively
6. Very low volumes do not justify investment
7. Very high costs of enablement are not justified by improvements for the citizen or savings for the organisation

• Basic information about all our services to be found on our website
• Literature and forms to be available on our website in PDF, or available by telephoning or emailing for a hard copy form to be posted or electronic copy to be dispatched by email.
• Telephone contact numbers of people with access to systems for there and then processing to be made publicly available.

1. Providing Information
2. Applications for Services
3. Collecting Revenue
4. Paying for Goods and Services
5. Providing Benefits and Grants
6. Regulation
7. Consultation
8. Booking Venues, Resources and Courses
9. Access to Community, Professional or Business Networks
10. Procurement

• Provision of self-service information
• Answering basic telephone queries using electronic information
• Answering basic face to face queries using electronic information
• Provision of contact details or 'how to apply' information for queries involving specialist help or judgement

• Answering queries involving specialist/expert help or judgement (See Application for service)
• Passing enquiry onto third party (See Access to Community, Professional or Business Networks)

• Pages on our website
• Electronic access to the person or team who can access the information sought

• Applying for a service
• Renewing an application
• Making a claim for a service, benefit or grant
• Notifying a change in circumstances affecting a service, benefit or grant currently received
• Reporting need for repair/replacement of equipment supplied by Surrey County Council
• Checking the status of an existing application
• Detailed enquiry about a service, requiring specialist or expert help
• Requesting a face to face appointment
• Appealing against or enquiring about a decision
• Reporting a fault
• Applying for a job
• Applying for a place on a training course/event (where self service bookings are not permitted)
• Comments/compliments/complaints

• Provision of basic information (Information)
• Self service bookings (Booking)
• Applying or renewing a licence or enquiring about licences and enforcement activity (Regulation)
• Receiving a grant or benefit (Grants/benefits)
• Request to be consulted (Consultation)
• Paying an invoice (Payments) or making an enquiry about an invoice
• Paying a revenue bill (Revenue) or making an enquiry about account status
• Applying for a service provided by another organisation (Networks)

• Electronic application forms, including by email
• Apply over the phone facilities
• Apply over the counter facilities

• Collection of a regular payment coming into the authority from the citizen (for example council tax, rental income, service charges)
• Arrears collection activity relating to unpaid revenue
• Enquiries about account status

• Collection of a regular payment from Government
• Revenue receivable by another local authority (such as council tax)
• Payment for goods and services (Payments)
• Provision of basic information about the revenue type (information)

• Receiving one off payments in respect of goods and services supplied by Surrey County Council (usually invoiced on a case-by-case basis)

• Collecting revenue (Revenue)
• Collecting monies on behalf of other organisations (e.g.: Districts)
• Any payment made by Surrey County Council

• Online payment facilities
• Payment by credit or debit card over the phone
• Payment by credit or debit card over the counter
• Payment by direct debit

• Payments of benefits and grants to the citizen
• Payments of grants to qualifying groups or organisations

• Applications for benefits/grants administered by others
• Applications for benefits/grants administered by Surrey County Council (which are picked up under 'Application')

• Automated payment

• Applications for licences or permissions
• Renewing applications for licences or permissions
• Notifying a change in circumstances affecting an existing licence or permission
• Enquiring about licences, permissions or enforcement activity
• Appealing against or enquiring about a decision
• Reporting a licence or permission breach
• Issuing licences or permission documents

• Licensing, permissions or enforcements administered by others

• Electronic licence application forms, including by email
• Apply over the phone facilities
• Apply over the counter facilities

• Requests from groups or individuals to be consulted on specific matters
• Invitations to comment during statutory consultations (e.g. highways)
• Invitations to comment during general consultations (e.g. county wide, untargeted - corporate plan)
• Invitations to comment during specific/targeted consultations (e.g. to specific service user groups such as foster carers)
• Supporting consultation forums
• Providing feedback on past consultations
• Web surveys
• Email surveys
• Other electronic consultation tools
• Applying to attend a consultation event
• Requesting an appointment to view consultation documents
• Requests for hard copy consultation documents
• Location for viewing documents
• Access to councillors
• Democratic process (decisions/minutes may also be information)

• Provision of basic information about how we consult (information)
• Other comments/compliments or complaints (apply)
• Appealing against or enquiring about a decision relating to a service applied for (apply) or a licence (regulate)

• Online and email surveys and comments forms
• Electronic consultation tools
• A searchable consultation database
• Electronic forums etc

• Citizen booking a venue provided by Surrey County Council. For example Library meeting rooms, conference facilities
• Citizen booking resources provided by Surrey County Council. For example reserving a library book
• Citizen booking courses provided by Surrey County Council. For example Wray Park fire safety courses
• Citizen booking a ticket for an event run by Surrey County Council. For example tickets for Surrey History Service events

• Bookings for venues, resources, courses or events run by others (networksl)
• Making an appointment with an officer (apply)
• Applying for a course or event where places are not available on a self service basis, for example: priority allocations (apply)
• Requesting resources that are not available on self-service basis, e.g.: OT equipment (apply)
• Booking places in care homes or respite facilities (apply or networks)

• Online and email booking
• Telephone bookings

• All services provided by local authorities, as defined by the ESD toolkit, which are not Surrey County Council responsibility (covered by other transaction types)
• Referrals to services provided by voluntary organisations that would benefit our customers (e.g. carers organisations)
• Referrals to services provided by government that would benefit our customers (e.g. benefits services)
• Any other sources of advice, information, services etc that we recognise would clearly benefit our customers

• Providing information about the services provided by others
• Providing active services on their behalf (e.g. handling applications or taking payments)
• Making a judgement about or taking responsibility in anyway for the quality of the services provided by others
• Taking active responsibility for maintaining the links if content on an outside website is moved. However, we intend to undertake periodic checks to ensure that links are kept current.
• Links to Surrey County Council services or contractors providing services on our behalf. This is considered to be within our core business and would be covered under the other transaction types.

• Entry in our A-Z of services, with onward link to the provider
• Resource lists on website
• Onward links to websites, where available
• Provision of alternative contact information – email address, telephone number, address
• Resource databases available to internal staff for answering queries

• goods and services for internal use
• employment or personnel services from employment agencies and other specialist companies
• goods and services for a customer
• goods for general stock or arranging call offs for goods or services

• Any procurement activity relating to schools
• Any interaction between the council and other public sector organisations – except for personnel/employment matters. We do not generally procure services from other public bodies on behalf of our customers. Responsibility for delivering these services rests with the organisation involved.
• Meeting customer orders (for example books and memorabilia). These transactions are covered by apply and payment for goods or services.

• The council has responsibility for identifying the need for and for supplying the goods or services concerned
• The goods or services must be for a named or known customer
• The goods or services must be obtained from a third party
• Responsibility for payment must rest with the council

• Electronic sourcing and ordering
• Electronic payment

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