Now I'm going to hand you over to me.

So as Bec said, we used a number of different tools in our tool set to be able to get to the bottom of how council tax currently operated versus how we'd like them to operate based on the data and the evidence that we were finding.

So what you're seeing here is just an example of one of the 16 processes we looked at, which was the tell us you've moved process within the council tax service.

As you can see, it's quite a hefty process to work through.

So it took a lot of understanding and this tool allowed us to concentrate on the people involved, the time involved and therefore the cost involved of that process end to end as well.

We also did a number of usability tests.

So we felt it was important that we didn't assume that we knew what the user was going through every time that they interact with one of our services.

on.