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Accelerated Digital Transformation for the Public Sector
Neill Crump - Leader: Digital Centre of Innovation, Worcestershire County Council
Our Agenda
1 2 3 4 5 6
BACKGROUND World Class
Worcestershire & Our Council
WHO & WHEN Our Team
WHAT & WHY? Digital Council
including 100% of Services
Online
HOW & WHEN Innovation Enablers
Our Timelines
Accelerated Digital Transformation for the Public Sector
SUCCESS STORIES Accelerated Digital
for the Public Sector
WHERE DID WE BEGIN? Our starting
point
World Class Worcestershire & Our Council
Local organisations are working together to raise the profile of Worcestershire regionally, nationally and internationally as a world class place to live, work, visit, and for business
Worcestershire – Our Networked location
Worcestershire County Council – Some Insight
500,000+
Our corporate strategy is digital
Our goal is 100% services online with the ultimate customer experience
Resulting in more face to face time with those that really need it
✔ Open for Business ✔ Children and Families ✔ Health and Wellbeing ✔ The Environment
Open for Business, Open for Innovation
Where did we begin?
The Backdrop – ‘2012 Barnet Graph of Doom’
Increasing demand….some examples
More focus on the customer and our demand was required
More collaboration and less silo working
Less time keeping the lights on, more time enabling innovation
Light bulb: Marc Simon/Masterfile/Corbis; Glassware: R. Gino Santa Maria/Shutterstock
Process transformation and redesign required
Complexity needed challenging
The paper trail needed to be radically reduced
Art of prioritisation need testing…..lots of conflicting demands
More celebration of success
World Class Digital Council including
100% services online
Our world has changed
World Class Digital Council
1. Make the Internet central to our strategy as our customers increasingly place it central to how they access and consume services
2. Place the efficient & effective use of technology at the heart of service delivery
Digital by Default “ Digital services that are so straight forward and convenient that all those who can use them will chose to do so whilst those who can’t are not excluded “
Efficient Council
Op
en f
or
Bu
sin
ess
Ch
ildre
n &
Fam
ilies
Hea
lth
& W
ell b
ein
g
Envi
ron
men
t
Customer Access
Superfast broadband
Mobile workforce
Flexible ways of working
Process transformation
Customer experience
Safeguarding
Collaboration
Assistive and robotic technologies
Self-service
Digital Enabling our Corporate Plan
Data Visualisation & Predictive Analytics
Cloud Based Apps
Multi-agency partnering
Internet of things and transport management
40 Service Areas, 413 services
Portfolio Approach to our 100% Services Online
One component of our Digital Council ambition
The Future for our Residents
Our Team
Building capability and World Class ambitions
Digital Capability
Professor Axel Uhl & Lars Gollenia, Digital Enterprise Transformation
Putting in place a new delivery model
Systems & Customer Access
Digital Centre of Innovation
Customer Engagement & Innovation
Team
Data Intelligence
Team
Digital Delivery
Team
Applications Support Team
Programmes
& Projects
Team
Lead:
Architecture
& Security
ICT Contracts Management
HP Infrastructure Commissioned Service
Business Architecture Board
View digital through different lenses
Innovation Enablers & Our Timeline
Introduction of innovation enablers – engaging our business
Cross Cutting Transformation
Programmes
Digital Platform Using Outsystems
(rapid application development & integration)
Use of Cloud
Agile Enterprise Architecture Predictive Analytics
Prioritisation Approach
Introduction of innovation enablers – engaging our business
Persona Approach More engaging
communications
Workpackage Lifecycle Methodology
Agile Programme Management Tool
Agile Principles
Agile Delivery
Our Journey – 2014 to now
Procure new vendor
using G-Cloud for website
Digital Centre of
Innovation Formation
Digital Strategy Sign off
Business Case Sign Off for
Customer Access Programme
& Worcestershire
Information Network
Accelerated Digital Council towards 100% Services online
Using Outsystems
Late 2013 Early 2014 Oct 2014
Procure Customer Access
Platform From
Outsystems
Mid 2014
Delivery of Website
End of 2014 Jan 2015 March 2015
Onwards
Success Stories Accelerated Digital Transformation for the Public Sector
100% Services Online – First a redesigned website
In 4 months
Which was lipstick on a pig !
However…also our foundation for mobiles
Web Service Integration into the back-office systems
.GOV.UK Social Care Education Management
Geographic Information
Mapping
Highways Management
Street Lighting Management
Transport Management
Application Development & Integration – 6 Developers in 1 Year
Transformation examples……based on a great user experience
Children Services Portal General Enquiries
• Rolled out to 243 schools in Worcestershire
• Securely connects schools to their partners
• Functionality such as:
– Secure document exchange
– Close my school
– Single view of the child
• New online general enquiry form automatically signposts citizens back to the relevant online information or application that relates to their enquiry
• 67% reduction in general enquiries being received
• Incoming emails reduced by 97%
Transformation examples……based on a great user experience
Adult Learning Courses
• 71% take up in the first month after launch for a new online service
• Customers are now able to search for courses, book and pay securely 24/7
• Service delivery model has been radically changed
• Librarian support for bookings is 30% of previous effort
• Since May 2015, 70% of customers have requested copy certificates using the online self-service Self-service has increased from 40% - 70%.
• Registration Team way of working has been greatly transformed
Registrations / Copy Certificates
Transformation examples……based on a great user experience
Worcestershire Careers Central Emergency Planning
• First of its kind in the UK
• Promote and encourage career options in Worcestershire by connecting businesses and schools – relating specifically where opportunities exist within county
• Targeted towards young people between ages of 14-18
• Joining different partners for briefing
• Scenario planning
• Partnering with other councils to show them how they can create the same system
Speed of development and integration…….more than
3 x Faster
App store – Creating ‘Local Government as a Platform’
Worcestershire will add Apps into an App Store through to 2017
The first 2 have just been added. 8 more ready to be deployed.
Local Government as a Platform
Self-Service – Our road to a world class digital council
Current : • Leader: Digital Centre of Innovation at Worcestershire
County Council • Leads a team of business and technology focused
professionals who are responsible for delivering our ambition to become a world class digital council
Past: • Programme Director / Manager in the private sector in 15+
countries • Successfully delivered large scale transformation
programmes, up to £500m budget • Consulting assignments at firms such as Vodafone, Sony,
Diageo, Unilever and Danone • Certified in many things, some of them useful like agile
project management, enterprise architecture, business process management, global transformation management !
Home Life: • Husband, father, loves reading and half decent triathlete
@neillcrump
Inspiration and further reading Agile Enterprise Architecture Case Study - Orbus & Worcestershire County Council http://www.orbussoftware.com/company/case-studies/emea/worcestershire-county-council/ Various Agile and Lean materials from Emergn http://www.emergn.com/education/vfq-modules/ Changing Role of Enterprise Architecture - Nuno Baptista, Outsystems http://www.slideshare.net/OutSystems/thechangingroleofenterprisearchitecture Various Agile and Lean materials from Black Swan Farming http://blackswanfarming.com/ Agile Kaizen – Angel Medinilla http://www.amazon.co.uk/Agile-Kaizen-Continuous-Improvement-Retrospectives/dp/364254990X GaaP – Government as a Platform – Digital Services Architecture for the Public Sector – Digital-Government.info http://digital-government.info/wp-content/uploads/sites/5/kalins-pdf/GaaP%20204.pdf Digitizing Government – Alan Brown, Jerry Fishenden, and Mark Thompson http://www.digitizinggovernment.org/ Big Data in the Big Apple – Eddie Copeland http://capitalcityfoundation.london/big-data-in-the-big-apple/
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