Harrow Council now handles all its parking and traffic enforcement Penalty Charge Notices (PCNs) online, using an intelligent forms solution, and has discontinued face-to-face and telephone enquiries, thereby saving about £90,000 per year and successfully achieving ‘channel shift’.
The e-forms, called AchieveForms, were provided by Firmstep, an online service solutions for local governments, and were first used in 2010 – in the first year of being used, the council received 15,000 form submissions a year and the number has now gone up to about 48,000.
According to Harrow Council’s Web Team Leader, David Miller: “The solution has enabled Harrow Council to implement a service that is easy for people to access and use. It’s a key part of our commitment to being an open, accessible and efficient organisation that is serves the needs of local residents by using the best technology available.”
Harrow council was already using the forms on its MyHarrow citizen information portal, and now wants to go one step further by streaming video content of violations from traffic cameras so that appeals can be resolved quickly.
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