01 July 2014 to 01 July 2015


Project Owner

Bristol City Council

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11 December 2014 View History

The objective of the Redesign Workstream is to simplify and standardise the Council’s End 2 End Processes based on common process blocks and standard technologies, enabling Customers to self-serve and allowing the Council to focus on value-add activities.

The aim of the Registrations project is to implement a number of common process blocks and technologies for selected end to end processes in the Registrations service. This will provide future redesign projects with critical learning to guide future redesign projects whilst reducing manual processes and telephone based contact for registrations thereby easing the strain caused by the council-wide voluntary severance and restructure project.

The Bristol City Council Registration service registers approximately 4000 deaths and 11,500 births each year. Currently, the majority of all appointments to register a birth or a death route through the council’s call centre, with a small proportion being made face-to-face. This project will design and open an online channel to provide customers with a choice of how to book, and to reduce inbound call volumes through the call centre. This is in line with Bristol City Council’s drive to offer ‘digital by default’ services which are ‘so good that customers choose to use them’.

The project will digitise elements of the end to end process of registering births and deaths, through being an early adopter of the selected common 'book' technology (Booking Bug) and by creating an online channel for appointment bookings, which doesn't currently exist. The project will reduce demand on the CSC by reducing call volumes by approximately 50%.

Feature set (or 'release’) 2 of the registrations project will also streamline and replace manual pay and reconciliation processes within the registrations team through the implementation of CRM case management technology and Capita payments services. This will enable staff to focus efforts on customer facing activities.

The 3rd feature set of the project will replace the current online provision to apply and pay for copies of historical certificates using common, re-useable processes and technologies. An improved digital customer experience is at the heart of the project's objectives.