E-Government A Local Authority response The Life Events Access Project Alan Davies: National Programme Manager Creating e-Citizens: Developing Public Library.

e-GovernmentA Local Authority response

The Life Events Access Project

Alan Davies: National Programme Manager

“Creating e-Citizens: Developing Public Library Websites for 2005”

Public Library Web Managers Workshop6 November 2002

© Life Events Access Project 2

Lewisham - demographicsLewisham is the 3rd largest London borough in

terms of population and area population*: 247,141 area: 3,473 hectares ethnicity*: - white 68%

- black 24% unemployment: 14% one-parent families: 7% deprivation index: 11/366 home internet access: 55%

Lewisham is primarily a residential suburb, and has the largest outflow of working population in London

* GLA 2002


London Borough Councils


e-Government The use of ICT (internet) to deliver customer-

centric public services It affects the authority’s dealings with citizens,

businesses, and other public agencies as well as internal business processes and employees

Driven by the need for government to: cut costs and improve efficiency meet citizen expectations and improve citizen relationships facilitate economic development


e-Government and Services Pressure to save money whilst maintaining or

even increasing the level of customer services Services delivered by the internet greatly

reduce the costs of processing transactions Online transactions can streamline processes

whilst reducing human interaction Vertical “stove pipe” delivery mechanisms are

outdated, need to cut across the underlying structures, requiring horizontal “joined-up” delivery mechanisms


e-Government meeting public needs As citizens become more internet aware and gain

experience and confidence of private sector online services, they will become less tolerant of poor, impersonal services in the public sector

In the digital age public services need to be available instantly, accessible 24x7, from home or work

It’s about making the transition from the industrial society to the emerging information society

Poor web-sites will not suffice, remember that private sector customers are also our customers


e-Business plan for local government Need to establish our own vision to deliver quality,

cost effective customer-centric public services Explore ways to deliver an integrated approach to

service delivery Change the mindset to customer focused services

Put access to all services online Ensure easy access to online information, 24x7 irrespective of location Re-skill employees to become knowledge workers Benefits of partnership, adopt appropriate private sector techniques Remove barriers and lead by example (e-payments/e-procurement)


The LEAP response

Think Big The vision and plan

Start Small (Pilots) Limit risk and high-profile disasters Allow for greater innovation and realisation of faster results

Scale Fast As soon as process is proven then scale-up to online service New services to be added constantly until there is full e-government


The Life Events Access Project Partnership

LEAP is a partnership of 5 local authorities

Funded by: ISB 2 from the DTLR of £1.2m In-kind funding from 5 partners totalling £800k

Develop e-Access to services Underlying “leaf” level processes identified and mapped

Ukonline and “life events” LEAP has wherever possible used individual life episode titles


Life events “mapped” Leaving School Lewisham Changing Employment Status Lewisham Dealing with Crime Lewisham Starting School Camden Starting a Business Camden Moving Home Newcastle Becoming a Carer Lambeth Becoming Disabled Lambeth Having a Baby Ealing Retirement Ealing Bereavement Ealing


LEAP - ApproachIdentify Services and Life Events

Develop work programme to cover agreed areas

Partners map processes and Life Event added value links

Knowledge MapsIncluding Life Events’ processes deposited in a web based repository

Whole range of service process maps available to all partners



Migrated to Knowledge management tool




agree

allocate allocate

produce produceproduce

Customer Interface

e.g. call centre

Customer Interface

e.g. One Stop Shops

Customer Interface

e.g. Kiosks,internet

Customer Interface

e.g. Video Conferencing

effort

value

allocate


Lewisham’s pilot channels & services

InternetCustomer

Middleware

Directorates Generic

Regeneration

Resources

Education & Culture

Social Care & Health

Workflow

Content Management System

DIPGIS

Fax/Email

CBR

MISMail

Intranet

Address SW

Data Warehouse

Kiosk Mail/FaxOther

One StopShop

CallCentre

Digital/cable TV

Internet TellyTalk Minicom

Contact Management & Customer Relationship Management

Citizen Consumer Taxpayer


Standards Project Management standards

All project managers trained in Lewisham’s standard for project management

Mapping standards Selection of an inexpensive, reliable, simple to use, non

application dependant mapping tool - VISIO 2000

Taxonomy of processes Development of an hierarchical list of customer centric

processes - CUPID


The purpose of standards

The work produced by one partner needed to be shared by the others. This was difficult because... Many services fall into numerous life events Services were found to be a collection of processes

- often grouped differently by each authority We often name our services/processes differently

Why not simply divide the life events between partners and collect information on services needed for each?


Process naming standards

We needed to clearly identify and ‘catalogue’ processes whilst still acknowledging our differences, to do this we needed: An Hierarchical Process List (CUPID) Alternative Names Database A Naming Standard (Present participle verbs, using ‘ing’) To take frequently asked questions into account


Help at Home Getting help for people aged over 65 Applying for help Making a referral for help Asking for extra help or a change in help Getting help for carers of people aged over 65 Applying for help Making a referral for help Asking for extra help or a change in help Getting help for people who are visually impaired Registering as blind or visually impaired Getting a new card for a person who is blind or visually impaired Applying for help Making a referral for help Asking for extra help or a change in help Getting help with rehabilitation Getting a functional assessment Finding out what equipment is available and where to get the equipment Making an appointment to visit the resource centre Getting literature/reading material Finding out about financial help for people who are visually impaired Finding out about benefits Finding out about tax benefits Finding out about a TV licence discount for people who are registered blind Finding out about the free directory service

The LEAP Process Naming Standard

Leaf Level Processes

Sub- Branch Process

Branch ProcessFAQ Grouping


LEAP StandardChild

BenefitEligibility

Under 16 16 - 18 19 and Over

Is the child infull-time

education?Child is too old toclaim child benefit

Go toA Yes No

Child is not eligible toclaim child benefit as

they are not in full-timeeducation

Is the childworking?

This includesYTS schemes

Yes No

As the child worksthey are not eligible

to claim childbenefit

Is the childliving with you?

A

Yes No

Do you payregular

maintenance forthe child?

Yes No

As you do not pay regularmaintenance you cannotclaim child benefit. The

parent/guardian with whomthe child lives should claim

Go toB

B

Is anyone elseclaiming for the

child?Yes No

Only one claim for achild can be made

Have you beenresident in theUK for 6 out of

the last 12months?

NoYes

Has the childbeen resident in

the UK for 6 out ofthe last 12months?

Yes No

Because you have notbeen resident in the UKfor 6 out of the last 12

months you are noteligible to claim

Because the child hasnot been resident in theUK for 6 out of the last12 months you are not

eligible to claim

You are eligible toclaim child benefit

How old is thechild?


LEAP and virtual services

I can type anything here

Through the user interface the knowledge can be searched by;

Service Useful GroupingLife EventNatural Language Search


Searching by description

This example shows a tightly defined description “Apply for free school meals”.

With this search description the user can be taken directly to the desired process.

The user is given the choice of the leaf level processes related to their enquiry.


Searching the knowledge

Questions continue to be asked until the user is directed to the appropriate solution. Solutions include information, an application form or a booking.

In this example multiple questions are posed, the user selects those that apply.

At any point the user can go back and re-answer any question they choose.



Supporting information can be provided for the user to help them answer the question. Supporting information can also be a link to an internal or external web resource.



At the end of the transaction the user is presented with links to suggested solutions.

At the end of a transaction the user can also be offered other related processes.

An example of a suggested solution.

The user can provide feedback on each process. This information can be used for improvement and development.


Searching the knowledge by life events

There are a number of different ways that the knowledge can be searched or navigated. This search shows the user accessing the knowledge through the life events menu.

This navigation method shows there are a number of different processes that will be relevant to the users search. The user then selects the processes they are interested in.


Processes can also be searched by organisational hierarchy.

Searching the knowledge by organisational hierarchy


Processes can also be searched by useful groupings.


At the end of a transaction the user can choose to continue to explore other processes. The application will not present the user with questions that it has already asked.

For example, this user has already navigated through information regarding a free school meals application, and now wishes to apply for help with school clothing. The user is not asked questions regarding income or where they live as these questions have already been asked in the previous transaction. Only additional questions are asked.



Applying for a “blue badge”












LEAP and virtual services

Each process is represented once but can be referenced many times to provide: access by service access by life event access by useful grouping

Future virtual groupings can readily be added as and when needed


Conclusions: what next? Selection and development of a suitable enhanced

CBR knowledge system Implementation of an integrated CRM system Implementation of a robust customer authentication

system Ensure metadata standards within web front-end to

enable navigation between sites Explore further partnerships e.g. private sector, via

ODPM/Office of e-Envoy etc, to develop XML schemas, e-forms etc. enabling customer access to services


LEAP - Further Information

Visit the LEAP Website http://www.leap.gov.uk

ContactAlan Davies

National Programme Manager

eGovernment Division

London Borough of Lewisham

tel: 020 8314 6376

[email protected]

E-Government A Local Authority response The Life Events Access Project Alan Davies: National Programme Manager Creating e-Citizens: Developing Public Library.

Documents

plan n

employees n

work n

n area

schoollewisham n

disabledlambeth n

crimelewisham n

schoolcamden n