West Sussex’s County Council’s Blue Badge scheme gives people with severe mobility problems the ability to park closer to where they need to go, without traffic regulation penalties. This essential service attracts the 7th highest number of contacts that West Sussex County Council receive, resulting in 14,652 blue badge applications (of which 9963 are renewal applications) coming through the system each year.
In previous years, the Blue Badge application & renewal process at West Sussex County Council was quite lengthy and complex, mainly caused by external factors such as abuse of the Blue Badge system as well as the need to carry out face-to-face assessment by Independent Mobility Assessors (IMA’s). It also created a significant administrative process for the council as 95% of Blue Badge applications were received in hardcopy format and taking on average 10 weeks to process per application.
In February 2015, Capita Local Public Services were commissioned to review the delivery of administration and office services for Blue Badges for West Sussex County Council.
To help deliver a ‘new’ and more ‘efficient’ service and create a customer channel shift, Capita have put together a two phase service improvement plan.
Phase 1 (which went live in October 2015) has involved:
Since launching phase 1, West Sussex County Council has seen :
Phase 2 (which is to be launched in 2016), will involve delivering the below:
Read more about the Blue Badge Application Service.
With Capita as a partner we were able to establish strong working relationships and tackle the transformation of services together. Combining our knowledge within the Council and Capita’s experience and capability of delivering transformational programmes, we have made significant step changes in the way we deliver services.Chief Operating Officer, West Sussex County Council.
By re-shaping service delivery and through Capita’s investment in new technologies, we now run a much slicker and effective finance service. It’s enabled us to benefit from costs savings, to transform our procurement process and fundamentally, improve performance for our suppliers and service users.West Sussex County Council
The number of pages on the West Sussex County Council website was reduced from 7,000 to just 1,400 pagesWest Sussex County Council