Decision details

The H&F website was transformed when relaunched in early 2005 with the implementation of the new content management system. Over the last four years, there have been changes and improvements to the website but, despite winning an award for parking permit renewals, it has received no significant improvement overall.  This report specifies a number of transactional and usability improvements to the website which would considerably improve service to residents and deliver efficiencies.

1.      That the customer experience on the H&F website be significantly improved by providing the ability for residents to transact with direct access to their council tax account, and/or their housing benefits account, together with the ability to complete a visitor parking permit application.  This project will also deliver radical improvement in personalisation, accessibility and usability for customers using the website.

2.      To recommend that capital investment of £600,000 be allocated for website improvements from the Invest to Save Fund.

3.      To note the ongoing net revenue savings of £21,620 per annum in year one rising to £71,557 per annum by year three, to be built into the council’s Medium Term Financial Strategy.

4.      To approve that the Invest to Save Fund be topped up with a £1m transfer from the Housing Benefit Reserve.