: Business improvement

esd-toolkit lets you record how your local authority delivers each service through different channels. It shows information from the perspective of the organisation, its customers and its partners. By breaking down; categorising; the elements of service delivery in standard ways, esd-toolkit helps identify potential business processes improvements.

esd-toolkit lets you share information with other authorities to build up a collective intelligence. Information gathered through the work of numerous current and historic projects is made available and maintained by esd-toolkit as core information that is referenced according to the standards model.

esd-toolkit gives you:
 

• local views of service delivery hosted for all subscribing authorities
• service, interaction, channel, volume, address, officer, customer profile and resource information
• a means of updating the Directgov website with information used to direct citizens to your authority
• self assessment against e-service delivery standards
• cost to access each service recorded by channel, with ‘what if’ calculations on the impact of channel shift