PDF forms underpin electronic services for staff and the
public
Milton Keynes Council is offering almost all requests for
services electronically after implementing Adobe forms for requests
from both the public and internal users.
People who request a council service online use an interactive
PDF file that can be pre-populated. The forms include an address
look-up facility and users can make calculations with them.
Since the forms went live for all services in March, Milton
Keynes' business processes have worked faster.
The council said, "The time it takes to access, complete, submit
and receive feedback on applications has decreased substantially,
resulting in a 75% reduction in officer time on complex
transactions. There is also a total time saving of 126,750 hours on
simple transactions and a productivity increase across all council
departments."
The total time saving from the project as a whole is 185,000
hours.
Electronic forms have also been created for officers who process
service requests through the customer relationship management
application used in the contact and drop-in centres for customers
who prefer to phone the council or make face-to-face contact.
Milton Keynes' IT department implemented an SAP portal as the
secure gateway for its electronic forms. The portal went live on 3
October last year and acts as a gateway for predefined content,
such as the electronic forms.
It also lets council officers access back-office services, such
as finance, human resources, payroll and procurement. Officers will
be given access to the central repositories that will be provided
via the portal and will then be able to work with the e-forms held
in them.
Where council officers need to collaborate on individual
requests, they can complete their item of work and forward the form
to the next contributor in the process.
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