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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This was first published in July 2006