Top of the class! East Sussex Council digitises school application procedure
A non-metropolitan council
Covers five districts of Sussex
Serves a population of over half a million residents
Statutory responsibility of allocating primary and secondary school places
The objective was to redesign this process, with the customer at the heart. The experience needed to be simple, with functionality to support the customer throughout the emotive journey. The project was selected as part of a wider transformation programme. The selection was based on a clear desire by the team to change, and also a clearly defined process available for redesign. There were clear benefits that could be achieved, so the project was a strong fit.
Existing process was majority paper/email based
A customer-centric redesign of the process was required
An inefficient process that was expensive for the council to provide and stressful for parents
A need for simple and functional support for the customer throughout the emotive journey
Arrk Group were an essential partner in delivering this project, and I can say with certainty, that the project would not have succeeded without their involvement.”
Consortia Manager, East Sussex County Council
Following the discovery workshop, a shared vision of the desired solution was formed. Arrk led a showcase event where stakeholders and organisation leads were invitedto view the proposed solution.
This generated excitement within the council, based on the story that Arrk presented through the demonstration of a solution, truly designed with the customer at heart. The solution also offered tangible service transformation for all to see, not just minor alterations.
EmbArrk™ workshop captures requirements and specification
Modern and flexible technology stack
Collaborative and efficient working procedures
There has also been a significant reduction in calls, already noticed within the period since the launch. This has contributed to clear details being available within the application, and with parents easily being able to access the available information that they require.