Isle of Man public service using ICT

Vision 2011Vision 2011

Achieving customer-focused Achieving customer-focused Government for theGovernment for the

Isle of Man Isle of ManAllan W Paterson

Isle of Man Government

Silos

Services delivered independently of each other to constituents and businesses

through distinct departments, boards or offices

Government Services in 2007

Impact of “silos”

Each “silo” has:• own technology solution• associated development / support costsresulting in:• individual designs• uncoordinated approach with higher costs• Constituent is lost in this maze of service provision• no view on their relationship with Government

Impact on Constituents

• “silos” make dealing with Government more time consuming and complex

• providing the same information to many Government Agencies

• they have to do the “joining up”

Lengthy administrative processes

• contact is face-to-face/paper based• customers have to fill in forms• public service staff have to process• proof of identity required for each service• labour intensive and time consuming for all

We don’t know what we do know!We don’t know what we do know!

A couple moving to the Isle of Man in 2007 would typically need to complete

over ...

100 pages of forms.

100 pages of forms.

Government Services in 2011

• services focused on the Constituent needs

• constituents personalise their contact across the whole of IOM Government

• easier to request and receive services using new technologies and processes

The following storyboard shows services from three different

perspectives.

A married couple interested in moving their “Professional Life” as a Company to the Isle of Man

A married couple interested in moving their “Personal Life” - setting up home in the Island

• delivering improved services • making Government more efficient and effective.

Wife: ICT professionalManaging Director of a UK E-Commerce Development Company

Her journey starts after seeing an advert in the Financial Times Online Edition advertising the Isle of Man as a place to do business…..

………she follows the link to the business pages ...

Browsing the business link pages gives me the information I’m looking for, all in one place

based on my needs

Content brought together from all

Government agencies into a user friendly and

easy to find format

I don’t need to understand the structure of Government to get

the services I want

I can communicate and build a relationship with the Business Start-up Agency by video

conference.

This saves me the time and expense of travelling to the Island.

Sorting out a query on the Company’s eligibility for a Business Grant took 10 minutes, instead of all

morning

After considering the Isle of Man as a place to do business the Company has decided to set up here ...

I can incorporate my company online.

I can incorporate my company online.

I register the company’s details once.

I now transact with many Government services online, including filing and

paying the income tax and VAT returns

I found out the Company is eligible for funding from the Business Support Scheme, so I applied directly online

I found out the Company is eligible for funding from the Business Support Scheme, so I applied directly online

Applying for Planning Permission online is quick and easy. As the company’s details are now registered, forms are

pre-filled...

I have to collect a client from the airport, so I browse online ....

.... and check to see if the flight is arriving on time ...

I have to collect a client from the airport, so I browse online ....

.... and if there are any road works or traffic accidents affecting my

journey

Husband: Homemaker who is a freelance software developer who works from home. His journey starts by visiting the Residents pages to find out more information...

I want to find out more about Island life ...

Content brought together from all Government agencies into a user friendly and easy to find format

I want to find out more about Island life ...

Content brought together from all Government agencies into a user friendly and easy to find format

... and I can search properties for sale and how they relate to school

catchment areas and transport routes

... and I can search properties for sale and how they relate to school

catchment areas and transport routes

I can also find out details of the local area for each property

After considering the Isle of Man as a place to live the family has decided to move here ...

When we arrived on the Island we visited the Ramsey Service Centre to setup all

our services

This means I don’t have to visit each Department separately, which

saves me time and money

I can register with Government Online Services and choose services we require, and how we want to use those services

My first task is to register to go on a Doctor’s list

The move to a ‘single patient record’ gives me confidence that I’ll get consistent and speedy treatment

Our son has just finished University ….

Our son has just finished University ….

.... and registers his CV online

I receive an SMS from the Doctor’s Surgery about my afternoon

appointment ….

Please confirm appointment with Dr McDonald, 2.35pm, 27/03/11 for Miss L Portman (MMR vaccination).

Reply YES to confirm.

… and e-mails about leisure activities we have registered an interest in

We have personalised MyGov pages

We have personalised MyGov pages

.... which makes organising our

busy schedules so much easier

We’re doing a better job for our customers – whether colleague, company, or citizen ...

and we’re happier

As a Planning Officer, I can access applications whilst on site

I can view the application itself ….

Floor Plan front and side elevation

Location Plan

Side, rear, section and attic plan

site and section plans

Elevations – 1

Elevations – 2

Existing Floor Layout

Proposed site plan

Application

…. and even the plans. This makes site visits quicker and more efficient

I can use my mobile to take pictures of the site …

… and upload them straight to the applicant’s file

I can look at other applications in the area

... and can share this information with all

interested parties.

With all our documents and records held electronically in a central library

…

... we have less paper clogging up the

offices

So we need less office space, which saves us money

I can find any information I need electronically …

... this saves me time and means I never lose

anything

It also means I don’t need to be in the office to work …

... I can be at home, in another office, or on the

move.

Working electronically means that I can share my information securely,

with anyone who has a right to see it

... including the public. This makes work much more efficient

and allows us to be more transparent

My dashboard allows me to see, at a glance, an update of all the

information I need to do my job

My dashboard allows me to see, at a glance, an update of all the

information I need to do my job

... it even warns me if a matter needs my

attention

I am a Customer Service Officer located in the Ramsey Service Centre

Licensing

Benefits

tax queries

bill payments

Help and assistance on

any Government Service.

This is particularly

helpful to those who do not have a PC and can not

access these services online.

My job is varied and interesting because of the

diverse assistance we provide.

Any changes made at our Service

Centre instantly update all other

Government services.

ICT PolicyICT PolicyICT will deliver for Government, working in close

conjunction with key business areas where appropriate:

A single, consistent, integrated way of doing business with Government – “OneMann”

A set of common services to be used consistently throughout core business processes, such as Electronic Payment engine, Document and Records Management and retrieval, and key KYC information integrated with User Enrolment and Authentication

A cross Government set of best practice processes (known as enterprise solutions) including Management & Financial Accounting (Microsoft Axapta), Customer Relationship Management (CRM), and Human Resources Management.

“One stop shop” – a walk-in centre where a wide range of services across Government can be accessed either electronically or with assistance from trained staff.

Assist in identifying opportunity for Shared Services where a sustainable business case can be developed.

Identified benefits, as appropriate to the individual business case, monitored through a Benefits Realisation model.

Vision Vision 20112011