LG Expo 21st April 2005

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LG Expo 21st April 2005 From e-government to
efficiency Devon CCs e-enablement programme
..
Deliver performance
Integrate services
Trust our experience
Neil McIntyre Director, eGovernment
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Agenda

• Devon CCs e-enablement programme
• Key objectives
• Lessons learned
• Towards efficiency

SOCITM Better Connected 2005
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DCC Transactional Website - Project Scope

• establish front-office infrastructure capable of
  supporting a multi-channel service delivery
• e-enablement of all transactional services for
  web delivery
• migrate current website to new infrastructure
• early capability release by December 2003
• complete by December 2004

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Project Goals

• Implement 250 online service requirements
• Migrate website to a controlled environment
• Log citizen contacts/transactions
• Case management for non-automated services
• Back-office integration
• Consistent approach to services
• Support e-government standards

. . . . . . and do all this within 18 months!
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e-Enablement Programme
EMPLOYEE Portal
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Example Service - Booking A Course
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Course Booking - Selecting The Course
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Course Booking - Opening the Form Page
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Course Booking - Pre-populated Form Page
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Course Booking - Acceptance of Terms Page
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Course Booking - Confirmation of Booking Request
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Employee Portal - Case Summary Page
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Employee Portal - Case Detail Page
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Employee Intranet - Service Status Report
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Dealing with 500 Service Requirements

• Ensure required services are appropriate for
  e-enablement
• Is it legal? Can it be supported operationally?
• Gold plated solutions only where it makes
  sense/provides benefit
• Use combination of web and telephone channels to
  e-enable
• Common Services
• Call-back request
• e-Forms
• e-Payments
• Common Service Patterns
• e.g. e-form call-back CRM case
• e.g. Street Scene Service

262 - 291 Discrete Services
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Service Development Approach
Hardware/Network
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Channel Integration
Users do not recognise boundaries between web and
voice channels

• Integrated approach difficult if not designed in
  from the start
• Key issue is common recognition of user and
  service requests
• can discourage use of services
• cost of establishing an initial citizen database
  often prohibitive
• providing a benefit to registration for most
  users is hard
• Use common CRM database as foundation
• DCC chose to start with web channel
• Registration/Authentication being introduced
  later
• First contact centre element will be released in
  near future

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Service Consistency
Consistency is important to encourage wider use
of online services

• Previous generation of local authority e-services
  characterised by lack of consistency
• Key areas for consistency to user
• Form/script presentation (structure/terminology)
• Transaction/Case References for follow-up
• Common functions behave consistently
  (e-payments, consultation, public
  notices etc.)

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Service Consistency
TEMPLATES Specification/Requirements Design Te
st
Documentation Standards
Development Manual
TEMPLATES Layout Page Style Extension
Objects
TEMPLATES Case-based Case-less Consultation,
E-payments, etc. Page Examples
Crystal Template
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Lessons Learned - technical

• Address the big picture do not focus on
  individual services, departments or projects
• Identify and maximise the use of service patterns
  at the earliest opportunity
• Have a clear, consistent and documented
  methodology for baselining and prioritising the
  services
• Develop tools for consistent and efficient
  service development templates, standards,
  manuals. Must be available from the outset
• Take advantage of e-enablement initiative to
  consolidate internal and external service delivery

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Lessons Learned - managerial

• Project definition
• Early and regular review after consultation with
  directorates
• Communications
• Communications strategy must be enforced to
  identify opportunities and create a business-led
  project
• Business engagement
• Early and continuing joint activities to take
  opportunities for process change
• Programme management office
• Provision and enforcement of standards for
  project management, user engagement,
  communications and governance

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e-governmenttransformation and customer focus
Public participation (adoption)
Working practices (cultural)
Business processes (organisational)
Technology
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Implementing Efficiency5 action areas
Processes BPR/BPI
Partnerships Public/Public Public/Private
People Flexible Working
Products New Technology
Property Increased Yield
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A Framework For Efficiency
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A Framework For Efficiency
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A Framework For Efficiency
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Who should you contact?
Anite is here to help you improve efficiency,
performance and service delivery, enable
integration with other departments and
organisations and prepare you for the changes to
come. To find out more, contact one of our
team. Neil McIntyre neil.mcintyre_at_anite.com,
07778 593601
353 Buckingham Avenue Slough Berkshire SL1 4PF
Tel [phone] Fax [phone]
804123 Email publicsector_at_anite.com Web
www.anite.com/publicsector