advice advice ni ni Annual Meeting – 16 November Annual Meeting – 16 November 2007 2007 Technology’s role in ‘Building a Technology’s role in ‘Building a Better Future’ for Northern Better Future’ for Northern Ireland Ireland Bill McCluggage Bill McCluggage Director, Delivery & Innovation Director, Delivery & Innovation
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Advice ni Annual Meeting – 16 November 2007 Technology’s role in ‘Building a Better Future’ for Northern Ireland Bill McCluggage Director, Delivery & Innovation.
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Devolution ContextDevolution Context• Executive determined to make a difference for people Executive determined to make a difference for people
of NIof NI
• ‘‘Building a Better Future’ – draft Programme for Building a Better Future’ – draft Programme for GovernmentGovernment
• ‘‘Working together we can build a better future for all Working together we can build a better future for all – a society which is at ease with itself and where – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new everyone shares and enjoys the benefits of this new opportunity.’opportunity.’
Devolution ContextDevolution Context• Executive determined to make a difference for people Executive determined to make a difference for people
of NIof NI
• ‘‘Building a Better Future’ – draft Programme for Building a Better Future’ – draft Programme for GovernmentGovernment
• ‘‘Working togetherWorking together we can we can build build a better future for all a better future for all – a society which is at ease with itself and where – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new everyone shares and enjoys the benefits of this new opportunity.’opportunity.’
Financial ContextFinancial Context
• CSR 2007: much tighter financial CSR 2007: much tighter financial environment than for many yearsenvironment than for many years
• Hopes and expectations greater than Hopes and expectations greater than resources - Executive will have to make resources - Executive will have to make tough decisionstough decisions
• Reform and efficiency savings essentialReform and efficiency savings essential
• Citizens expect and Citizens expect and deserve high quality deserve high quality servicesservices
Delivery of Delivery of better public better public services by services by improving our improving our capacity and capacity and providing the providing the necessary necessary technology and technology and facilities.facilities.
The 3 Ages of ICT The 3 Ages of ICT
MaturityMaturity
Age of theAge of theMonolithMonolith
Age ofAge ofSplendidSplendidIsolationIsolation
Age ofAge ofCommon GoodCommon Good
MaturityMaturity
NI DirectNI Direct““You can access public You can access public
services and information services and information using a channel of choice at using a channel of choice at a time that is convenient to a time that is convenient to
you”you”
Do we have a problem?
• 800+ Telephone Numbers (656 unique numbers)
• 80+ web sites
Northern Ireland Citizen Interaction Centre (NICIC)
• Distributed switchboard service• Handles 5 million calls for NICS per annum (92% within 12 secs)• Powered by LAGAN CRM application and automatically distributes calls across the NICIC sites via ASPECT
ACD
ContextContext
• Service only available 9am – 5pm Monday – FridayService only available 9am – 5pm Monday – Friday• ‘‘Less than even chance of getting to the right placeLess than even chance of getting to the right place’’
““we are government, you as a citizen are we are government, you as a citizen are required to understand how we are required to understand how we are
organised and find the public servants you organised and find the public servants you need to deal withneed to deal with””
““You are the citizen, our You are the citizen, our responsibility is to make it as responsibility is to make it as easy as possible for you to do easy as possible for you to do
business with us”business with us”
ContextContext
Vision – NI Direct
• For Government:– Single point of citizen contact;
– that brings together multiple channels;
– incorporating a ‘one and done’ service;
– using ‘best of breed’ public sector contact and interaction centre processes.
• For Citizen:– Allows citizen to interact with government on their terms;– through a simple and transparent single point of contact;– using technologies they are comfortable with;– without needing to know how government is organised.
Call XXX
from anywhere in NI for
General enquiries,Agriculture,
Environment,Consumerline,
Land & Property,Culture, Arts and Leisure & Tourism
Driving & Vehicles,Education,
Health & Social Services,Roads & Transport,
Jobs & Benefits,Services for Business,
Pensions
One-stop shop for allNorthern Ireland
Public Service Enquiries
See also www.nidirect.gov.uk for more information
Illustrative only
NIDIRECT
NIDirect Contact Centre
Knowledge Base(s) Backend Systems
IVR
ContactApproach
Tier 2
Tier 1
NICS Edu Health
Phase 1: Scope
Key Anchor Tenants
TransactionalServices
NICS Anchor Tenants + Information & Transaction Services
InformationalServices
NIDirect Programme(s)
Telephony
– Web Consolidation
– NI ‘DirectGov’
– Phase – 1.0– Single No– Phase – 2.0
Other Media
– iDTV/IPTV– Kiosks– TEXT/SMS
Agriculture
Services:
Projects:
General Registrars’ Office
Web
Land & Property Services
Planning
Programme Schedule
Organisations
&
Services
Channels
Telephony Web & Text Media Physical
Phase 1
Phase 2
Phase n
Time
• Implementing NIDirect Phase 1.0• Kicking off Telephony and Web Channel
Programmes• Defining ‘day 1’ scope of NIDirect• Creating Market (Internal & External)• Implementing formal communications strategy• Signing up ‘Anchor Tenants’• Target Operational Phase 1 Status – Autumn
2008
Current Position
Conclusion• We have a major set of Transformational Government projects