R23 Self-service or mediated access to all council services outside standard working hours via the Internet or telephone contact centres (i.e. available for extended hours outside of 9am-5pm Monday to Friday) Head of Customer Services Improved availability of council services, no longer discriminating in favour of those who can conveniently contact the council during the working day. Improved availability of council services, no longer discriminating in favour of those who can conveniently contact the council during the working day.

To fulfil this requirement, councils will have to offer access to all council services for extended periods via websites or through call centres.

Those services offered through the web channel will already meet this requirement. The main implication of this requirement is for e-enabled services that are not available through the web, but only through e-enabled telephone channels. This outcome requires that these services be offered for extended hours also.

Councils will need to have a strategy in place to ensure 24/7 cover in terms of reporting mechanisms for all services, allowing citizens the alternative of registering some form of service request or action over the web outside of contact centre opening times.

This outcome will apply to all councils.

All council services available for extended hours via council websites or call centres.

Using Workflow Technology to Support Service Delivery across Multiple Organisations
Liverpool City Council is using Workflow and EDM technology as part of its total 'business solution' to develop cross-organisational collaboration and service delivery to citizens.

Implementing Workflow to Support Organisational Change in Social Services
Social Services at the London Borough of Bromley is using workflow technology to transform and support organisational change that will deliver major improvements in: customer accessibility; service effectiveness; and cost-efficiency.

Delivering an Integrated Corporate Solution to Support Cross-department Service delivery to Citizens
East Riding of Yorkshire Council is using the implementation of its Workflow-EDM solution to support delivery of its Customer Relationship Management Integration Framework and to achieve full electronic service delivery requirements by 2004.