Knowsley
Metropolitan Borough Council established a Community Information Strategy in
1995 with two distinct elements - a physical Network and a Community Information
Programme. Capital Challenge Funding was secured in late 1996 and a three-year
programme commenced in April 1997.
The aims and objectives of the Community Information Strategy were defined as
follows:
"The people and businesses of Knowsley should be equipped with access to modern
information and learning systems to educated, inform, equip and empower them
to participate fully in the modern economy and enjoy and improving quality of
life."
So far there have been over 50 projects with over £22.5m capital investment
commitment over 3 years and 1500 public access PCs at 160+ locations.
One of those projects was the Housing Repairs Web page developed in partnership
with CONNECT, part of the University of Liverpool during 1998. The objective
of the project was to give tenants the opportunity to log repair faults electronically,
via the Knowsley Council Web Site, at a time convenient to them. The service
also helped to move the Council closer towards meeting the Government's target
of making services available electronically 24 hours a day 7 days a week.
Tenants report faults, or repair requests, interactively by way of an easy-to-use
pictorial system. The tenants click on photographs of items around their house
to indicate what is wrong and then record other information such as name, address,
rent book number (for identification verification) and a convenient time a visit.
The information logged is summarised and then automatically emailed directly
to the Council depot for a work order to be raised and actioned.
A wide variety of repair requests can be logged including:
Bathroom, kitchen, glazing, heating, electrics, floors and drains.
The opening screen is shown below.
The system has received national
acclaim winning the prestigious awards from the Local Government Association
for Enhancing Public Service Provision and the Housing Corporation for Innovation
in Housing. The site attracts over 500 hits a month with 15 repairs per week
from tenants.
The success and interest raised in Housing Repairs encouraged the Department
to make the service available in two other electronic formats:
Touch screen kiosks
Digital/Community TV.
These new avenues have been developed
with partner organisations including CONNECT, Adshell and Telewest and further
widen tenant's options for accessing Council services.
Other info...