Digital transformation in local governemnt

Niall McKeown & Orla Jackson

DIGITAL TRANSFORMATION IN LOCAL GOVERNMENT

Strategy creates a transformed organisation

People and a culture of innovation deliver performance improvement

Technology & Communications is the means by which it is delivered

Digital Business Strategy

Technology & Data

Capability

OrganisationalAlignment

CustomerEngagement

Culture & People

Agile Innovation

Transformed Council

Purpose

Mastery

Autonomy

Actionable Strategy

Data Enabled Decisions

Measurable Progress

Collaborating

Co-Creating

Innovating

Happier Staff

Guiding Leaders

EngagedCitizens

DIGITISING SERVICES 2017DIGITALLY

TRANSFORMED SERVICES

2020

‘DOING DIGITAL’ 0

“The current public services setup today is broken, largely because it used technology to automate - not redesign current services.”

Digitising government by Alan Brown, Ferry Fishenden & Mark Thompson

PFG ORIGINS

Mark Friedman's acclaimed book about Results-Based Accountability (RBA) also known in parts of the UK as Outcomes-Based Accountability (OBA).

This is a "how to" book for government and nonprofit agencies working at the city, county, state, and national levels to improve community quality of life and the performance of program services.

RBA is a common sense approach that replaces all the overly-complex and jargon-laden methods foisted on us in the past. The methods can be learned and applied quickly.

The book also a contribution to social theory by explaining the contribution relationship between program performance and community quality of life. As such it is a valuable tool for both program administrators and evaluators

ABOUT THE BOOK

THE NEED FOR COMMON LANGUAGE

We prosper through a strong competitive, regionally balanced

economy

We live and work sustainably -

protecting the environment

We have more equal society

We enjoy long, healthy, active lives

We are an innovative creative society,

where people can fulfil their potential

We have more people working in

better jobs

We have a safe community where we respect the law,

and each other

We care for others and we help those in

need

We are a shared society that respects

diversity

We are a confident welcoming outward-

looking society

We give our children and young people

the best start in life

We have high quality public services

We have created a place where people

want to live and work, to visit and

invest

We connect people and opportunities

through our infrastructure.

We prosper through a strong competitive, regionally balanced

economy

We live and work sustainably -

protecting the environment

We have more equal society

We enjoy long, healthy, active lives

We are an innovative creative society,

where people can fulfil their potential

We have more people working in

better jobs

We have a safe community where we respect the law,

and each other

We care for others and we help those in

need

We are a shared society that respects

diversity

We are a confident welcoming outward-

looking society

We give our children and young people

the best start in life

We have high quality public services

We have created a place where people

want to live and work, to visit and

invest

We connect people and opportunities

through our infrastructure.

PFG OUTCOMES

Reduce Crime

Life Expectancy

Healthcare Experience

Health in Pregnancy

Adults with Care Needs

Child Development

Economic Inactivity

Reduce Poverty

Competitive Economy

Transport

Cultural Participation

Enviro Sustainability

Shared Space

Reduce Under-

employed

Preventable Deaths

Mental Health

Economic Inactivity

Attractive Destination

JusticeEfficiency

+21 More

Reduce Crime

Life Expectancy

Healthcare Experience

Health in Pregnancy

Adults with Care Needs

Child Development

Economic Inactivity

Reduce Poverty

Competitive Economy

Transport

Cultural Participation

Enviro Sustainability

Shared Space

Reduce Under-

employed

Preventable Deaths

Mental Health

Economic Inactivity

Attractive Destination

JusticeEfficiency

+21 More

Community Planning

+Performance Improvement

Performance Improvement Community Planning

+

HRCommunity

PlanningComms

ICT & Procure

Assets & FM

WasteFinance

Regulatory Services

Culture, Leisure &

ArtsParks Tourism Planning

Economic Develop

Other…

Local Development Plan

DigitalThe word “digital” is a synonym for the pace of change that’s occurring

in today’s world, driven by the rapid adoption of technology.

TransformationHow an organisation is built to change, innovate and reinvent rather

than simply enhance and support the traditional methods.

WHAT IS DIGITAL TRANSFORMATION?

WHAT IS DIGITAL TRANSFORMATION?

DigitalTransformation

Communication Technology

Lead

ersh

ip

Technology Support

RapidSolutionBuilders

Marketing Tactics

Communications Leadership

Short Term Management

Leading StepChange

Performance Improvement Community Planning

+

HRCommunity

PlanningComms

ICT & Procure

Assets & FM

WasteFinance

Regulatory Services

Culture, Leisure &

ArtsParks Tourism Planning

Economic Develop

Other…

“Suffers from Engagement Apathy” • EU Funding Consultation • Public Realm Schemes  • Economic Strategy • All Departmental Strategy • PSNI Citizen Engagement • BIDS Engagement Strategy • Plus many many more….

“Lots of work, little in the way of visible return”

DIGITALLY TRANSFORMING CITIZEN ENGAGEMENT

Question asked • 12m

Getting Ards & North Down men moving to reduce diabetes

Help clean tow path

The creation of a tech hub

Leisure centre upgradesor community formed exercise classes supported by the council?

Community recycling

Planning permission misconceptions

Ards centre regeneration

Parking in town centre

New roundabout @ Main St

What exhibition would benefit the area most?

Question asked • 12mHealth Top Citizen Contributors!

Top Councillor Contributors"

<more>

Question asked • 1d

Question asked • 1w

Patrick McGuinness

Joseph Lennon

Gareth McKeown

Jim Jackson

Mary Stokes | DUP

Jim Plant | SF

Tom Goodfellow| Indy

<follow>

<follow>

<follow>

<follow>

<follow>

<follow>

<follow>

" Jim Plant | SFEnvironment

! Claire Celea | Top Citizen Contributor June 2015

We’d like a cleaner towpath free from dog mess and litter. The Council spends over £63,000 p.y. in upkeep. How could the public work with Council to reduce this cost and create a cleaner… <more>

“I’d be all in favour of becoming a member of a citizen lead cleaning project. If the council provided signs, extra bins and collects the rubbish I know a few friends that would walk that path every week. If it get’s enough upvotes, I’d work with the council to lead a project…” <more>

Economy # Clare Jackson

! John Snow

The Council is considering inviting inspirational speakers to help inspire small businesses to innovate more and create more jobs for the area

Can the Banbridge FC create an over 40s team? <more>

Growth Over Next 9 Months

Thematic Working Groups

Suggesting concepts

Connector Events Brining on board more

connectors once context is established

Large Capital ProjectsFor high stakes capital

investment projects

Council MembersCreating questions that

are of interest to citizens

ChampionsSpotting opportunities

within their service

Citizens QuestionsContent made and driven

by the citizen

Health & Recreation• Fulfilling our core responsibilities

• Transforming our service from Leisure

Services to Health & Wellbeing

• Giving staff and members a clear

structure of services offered

• Integrates with the community plan

and delivers measurable performance

improvement

! • Aligning with their goals• Using data to target their desired

audience• Deliver accurately measured empirical

feedback to partner agencies• Enables social connections and health

benefits

• A structure of services that is easily

understood

• Use data to better understand the

health and wellbeing of citizens in their

own electoral ward

• Can get involved in citizen driven

activity

Citizens & Community Planning$• Fully engage with our citizens• We enable better services in co-operation with

the citizen• Increase number of volunteers in line with the

Performance Improvement Plan

PHA, Sport NI & Others ♥

Council Members&

A JOINED UP APPROACH TO HEALTH & RECREATION

BUILDING A SIMPLE YET COMPREHENSIVE FRAMEWORK

From Illness to Wellness

Level 2

Level 1

Level 3

Level 4

Getting Active

Getting Healthy

Getting Fit

Get Competitive

⋆

⋆⋆

⋆⋆⋆

⋆⋆⋆⋆

) Register

3000 Steps Programme

Free Pedometer

Couch to 5K

*

* Visit GP Mental

& Physical

Couch to Active

+ Sign Up for First

Activity

, Attend Activity

- Attend Multiple

Activities

○ Register & Fill Profile

○ View Healthy

Diet Plan

10+ Fitness Activities

Select Participation

Activity

Find a Club or Team

Join a Gym

/

10 + Activities in 1 Month

0 1

30 + Healthy Meals

Get Nutrition Plan

2Compete in

1 Game

&

Compete for a Season

3

4 Test Fitness

Levels

5

Complete 1 Fitness Activity

Select Participation

Activity

Select Participation

Activity

Select Participation

Activity

FRAMEWORK LINKS TO A COMPREHENSIVE SET OF CITIZEN POWERED AND COUNCIL RUN ACTIVITIES

ACTIVITIES ENCOURAGE VOLUNTEERS

FRAMEWORK LINKS WITH KEY STAKEHOLDER LG PLANS

LINKS WITH NHS 5 WAYS TO MENTAL WELLBEING

CITIZENS GIVEN SIMPLE PERSONAL PATH TO HEALTH

Register

SelectActivity

Try Out

Volunteer

x 10 Activities

Recognise

Goals Set For Your Pathway To Health

HEALTH PROGRESSION MAPPED

Programmes Taken

Volunteered For

Suggestions Made

Profile Filled

Gaining Citizen Metrics

We gain insights on the borough’s wellbeing over time

Health Improvement

Goals Reached

TARGETED INTERVENTIONS AT IMPORTANT TIMES

ENGAGE

01SELECT

PARTICIPATE

REWARD

02

03

04

+

/

♥

0

Post Primary FemalesPost Pregnancy FemalesMales in 40sTeens switching to secondary school

Aligns with PHA pivot points

TARGETED INTERVENTIONS BASED ON PROFILE

ALL ENGAGEMENT OCCURS ON SMART DEVICES

WELLBEING INFORMATION DELIVERED AT THE RIGHT

TIME TO THE RIGHT PERSON

PAYMENTS COLLECTED AT POINT OF COMMITMENT

CONNECTED CITIZENS ENGAGED IN CREATING & PARTICIPATING IN ACTIVITIES

I VOLUNTEER

LINKS WITH COMMUNITY PLANNING & CITIZEN ENGAGEMENT

DETAILED REPORTING FOR COUNCIL AND STAKEHOLDERS

No more subjective noiseData Driven Decision Making

ProfitModel

Network Structure Process ProductPerformance

ProductSystem

Service Channel Brand CustomerEngagement

35% 70% 90% 50% 75% 20% 35% 90% 50% 75%