Project journey
In May 2023, Medway's planning team launched its first guidance service, Find Out if You Need Planning Permission, following an eight-month preparation period. This involved procurement, data protection screening and assessment, creating an Article 4 Directions GIS layer, and working with the Medway Council Digital Team to ensure compliance with corporate and legal standards.
The council's Report a Breach service took a bit longer. After being inspired by a Buckinghamshire Council demo in July 2023, Medway joined forces with other councils to develop version two of the service. By 1 July 2024, the tool launched, providing a streamlined way for users to report planning breaches.
Having previously tried to reduce invalid planning application rates on their own, including by working with other Kent Councils, they knew they needed support to achieve it.
Objectives and challenges
While the objectives for Medway were clear - reduce unnecessary contact with the planning department and enhance user experience by making it easier for customers to find out if they needed planning permission - the journey wasn’t without its challenges. Breaking down and analysing call and email data proved difficult, as it wasn’t always clear which inquiries were related to the planning services. Additionally, gathering customer feedback presented its own hurdles, as users couldn’t always be linked to their queries for follow-up.
The Report a Breach service faced its own unique challenges. One of the primary goals was to reduce the 60% of cases that failed validation checks. However, navigating the Data Protection Impact Assessment (DPIA) process which took six weeks, and working with not much time made the task daunting. Yet, working together with Buckinghamshire, Doncaster, and Newcastle councils, their persistence paid off, and the tool launched successfully.
User research and feedback
Throughout the development of both tools, Medway placed a strong emphasis on user research. The team focused on making the Report a Breach service intuitive and easy to navigate, to minimise invalid reports. Early feedback from council officers has been overwhelmingly positive, particularly for the Find Out if You Need Planning Permission service, which has helped officers quickly identify key constraints - especially for permitted development applications.
Initial results
The results speak for themselves. Since the launch of the Guidance Service in May 2023, until March 2024, Medway observed:
- A 12% reduction in calls received.
- A 9% reduction in emails.
- A 17.5% increase in Householder Lawful Development Certificate applications.
- A 5.2% decrease in pre-application submissions.
Upon receiving a report of a planning breach, checks are made to ensure that all the necessary information is provided to progress to the next stage. The new service has reduced the need to request additional information from customers by 23% - a promising start to refining the service further.
Joining ODP has provided Medway with benefits beyond improving planning processes. The council has seen improved digital skills across the team, the development of valuable networks with other Local Planning Authorities, and the adoption of tools that will have long-lasting impacts. Collaborating with other councils has fostered a community of shared learning, consistency in planning legislation interpretation, and digital upskilling across Medway’s planning department.
Metrics and KPIs
To measure the success of these services, Medway is tracking:
- Reduction in calls and emails.
- Increase in Lawful Development Certificate applications.
- Reduction in invalid planning breach reports.
Currently, they’re unable to collect feedback from customers to prove that they are finding it easier to discover if planning permission is required, as they are unable to identify who is using the service.
Future plans
Looking ahead, Medway is focused on improving its existing tools and exploring new ways to enhance service delivery. Their upcoming projects include launching the Commencement and Completion PlanX processes developed by Doncaster Council, and creating a five-day tree notice process.
They are also close to introducing a new tool for reporting empty or derelict buildings. Similar to the ‘Report a Breach service’, the team is developing a simple, structured method for customers to submit reports, moving away from unstructured email formats.
Additionally, the team plans to explore how PlanX can further streamline customer enquiries and reduce the reliance on email communication.
Conclusion
Medway Council’s journey with ODP has been one of digital innovation, collaboration, and efficiency. Through careful planning, user research, and a clear set of objectives, Medway has successfully launched services that are making a real impact, not only on their residents but also on the internal processes of the planning department.
Want to know more?
Our community of Local Planning Authorities work together to design new digital planning products that improve the experience of the people using them.