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Cannock Chase District Council. East Staffordshire Borough Council. Lichfield District Council ... Agree future blueprint (development) Agree hosting partner ... – PowerPoint PPT presentation

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Title: Ready


1
Ready
2
Staffordshire Connects
  • Socitm Business Transformation

Sharing CRM across a sub region
Tim Chesworth, Programme Manager
Monday 20th February 2006
3
  • Whats in store?
  • Drivers for change
  • Change leadership
  • Achievements
  • What we learned
  • Whats next?

4
  • Drivers for change
  • Realisation of Partnership Vision (pre-dating
    ODPM partnership funding)
  • the seamless delivery of joined-up services that
    afford the customer a consistent, high-quality
    experience, irrespective of location
  • Citizen-centric realisation of Vision
  • Achievement of economies of scale in
    implementation of shared infrastructure
  • Improvement Agenda

5
Drivers for change
  • BVPI 157
  • Priority Service Outcomes
  • 70 demand for telephone access
  • Typically up to 30 lost calls
  • Low out of hours provision
  • 133 access points not joined-up
  • 5 public use e-mail websites

6
Change leadership
Partnership between Cannock Chase District
Council East Staffordshire Borough
Council Lichfield District Council Newcastle-under
-Lyme Borough Council South Staffordshire
Council Supported by Staffordshire Police
Staffordshire Parish Councils
Association Stoke-on-Trent and Staffordshire
voluntary organisations (SCIO) Stoke-on-Trent and
Staffordshire Fire and Rescue Service
Stoke-on-Trent City Council Stafford Borough
Council Staffordshire County Council Staffordshire
Moorlands District Council Tamworth Borough
Council
7
Leadership management
Joint Committee (Sponsoring Group) Comprised
of 10 Member e-Champions 10 Officer e-Champions
Officer Programme Board Comprised of 10 Officer
e-Champions (Chair operates in rotation)
Core Programme Team Programme Manager
Technical Quality
Assurance Communications Manager Client-side
support/development Legal programme support
Information Security Manager
PRINCE 2 Project Boards
e-Service Development Project
Consultation
Staffordshire GIS
Develop e-Government Strategy
Pilot Local Link Newcastle
Broadband Network
e-Payments
Programme Information Portal
e-Procurement
Authentication/Smartcards
Joined-up Directory
Virtual Contact Centre
e-Voting
Access Channels Strategy
Standards and Security
8
Funding the vision
  • Core budget - funded by equal 1/10 contributions
  • Programme budget for projects
  • ODPM Funding 1.47m 350k
  • Not all partners contribute to all projects
  • Equal contributions for small/med sized projects
  • Contribution based on population/services for
    major projects e.g. CRM (23.5 SOTCC SCC 20)

9
Achieving the vision
  • Consultation
  • Joined-up Directory
  • Staffordshire Broadband
  • Security Policies Guidelines
  • CRM, Telephony Citizen Self-Serve
  • BPR Data Capture
  • e-Payments
  • MSA Project (Spatial data)
  • Shared Services New Vision

10
Joined-up Directory
  • The ultimate communications tool!
  • All 10 partners - Staffordshire Police
  • Quicker service delivery
  • E-mail addresses and telephone numbers
  • Names, service areas, generic headings

11
Joined-up Directory
A local innovative project to improve the
efficiency with which public sector employees are
able to communicate with each other, across
agency boundaries (1,800 searches a month)
Council
Council
Partner
Directory
?
http//contactlinks.staffordshire.gov.uk/ldap
12
Vic Falcus receives award in Cannes.
Broadband Project
Best Corporate IP Network of the Year
The county council was the only public sector
organisation short listed in the Best Corporate
IP Network category. In winning the award, the
county outshone banks and other multinational
organisations from Germany, Italy, Russia and
Norway.
13
Sub-Regional CRM - Hardware Configuration
IBM P615
Internet / local users
Tape back-up
IBM P650
IBM P650
Stafford
2nd Production
Fibre connect
Active processors
Active processors
1st Production
Shared Storage
IBM P615
Spare
Spare
Active processors
Training
Broadband 100 mbs
IBM P650
IBM P650
Stoke
Disaster Recovery/ Dataguard
Fibre connect
Active processors
Active processors
Development Test
Shared Storage
Spare
Spare
14
Customer Contacts
Digital TV/SMS
Kiosk
Phone
Web/email
Face to face
Letter
Customer Service / Administration Teams
Central Reception
Local Offices/TIC other receptions
Direct to Teams (DDI/ivs/mobile)
Switchboard
Leisure
Land Property
Revs Bens
Finance
Bespoke
Back Office Systems
15
Customer Contacts
Digital TV/SMS
Kiosk
Phone
Web/email
Face to face
Letter
Interactive Website
Shared Delivery
Electronic Scanning and Archiving
Contact Centre
Customer Relationship Management System
Land Property
Revs Bens
Finance
Leisure
Bespoke
16
Achievements - CRM
  • More than 68,000 transactions from Sept 04 to
    Dec 05 (but most partners not live until summer
    05)
  • Common Service Requests Developed
  • Average of 78 SRs live per authority
  • Usage of system will rise as more SRs are
    uploaded
  • One partner still to go live
  • Citizen self serve go live in March 06

17
Modelling Benefits Totals
18
Leek Councils Connect One Stop Shop
19
Achievements - Improved Customer Satisfaction
  • SMDC - Overall service
    98 in Oct 04 100 in Oct 05
  • SOTCC The service is a lot better than before
    when I had to wait to be called back or even find
    that my job had been lost
  • LDC Household waste collection
  • 78 in Apr 04 87 in July 05

20
  • Achievements savings
  • Excluding ODPM Partnership Grant capital
    saving 2.51m
  • CRM 1.5m
  • e-Payments 312k
  • Consultation 250k
  • Joined-up Directory 200k
  • Legal costs 200k
  • Partnership procurement costs 50k

21
Achievements - Improved
Partnership Working
  • Customer Services Managers Group (addressing
    Transformational Government leveraging benefits
    from CRM)
  • Business Matters National Project (led by
    Lichfield DC, developing single business account)

12 partners improving capacity in 5 key areas
4 partners enabling citizen self administration
of data
22
Not a panacea! The issues
  • On-going agenda (Transformational Govt)
  • Not been done before!
  • Slow difficult (uncertainty)
  • Differing degrees of buy-in
  • Different starting points timescales
  • Common development
  • Security management
  • Procurement suppliers
  • Competing resources
  • Recognition

23
Key learning points
  • Chief executives/member commitment
  • Establish robust constitution
  • Structured methods use MSP/P2
  • Allow partners to opt in or out of projects
    proceed at own pace budgets
  • Take your partners with you but dont coerce them
  • Build once, use many times manage carefully
  • Off-the-shelf products arent enough provide
    development support

24
Key learning points
  • Know what you want to do ensure its what the
    public needs
  • Infrastructure is means to an end not end in
    itself
  • Communicate widely

25
What would be done differently?
  • Use experienced supplier
  • More staff resource (technical, network, trainer
    user expert)
  • Allow more time
  • Agree future blueprint (development)
  • Agree hosting partner for support
  • Get Another Job!!!

26
Summary
  • Before
  • 10 councils in splendid isolation
  • Silo mentality within and across councils
  • NO common vision
  • NO common services
  • Limited joint efficiencies
  • After
  • Strong and sustainable partnership
  • Staffordshire Connected
  • A shared vision
  • Working towards two- tier service delivery
  • Major efficiencies

27
Future Potential Areas
  • Payroll
  • Procurement
  • Business Continuity
  • Revenue Collection
  • Shared out of hours
  • Street Scene Services
  • Mobile Working
  • Telephony

28
Final Thoughts
  • Benefits and benefits realisation is at the heart
    of achieving efficiency
  • Through partnerships we have the opportunity to
    build once, use many times
  • Working together builds up trust and credibility
    bid for capacity building funding succeeded
    because we can prove delivery
  • Staffordshire Connects proves that the whole is
    greater than the sum of the parts, only time that
  • 1 1 3!!

29
  • APSE Partnership Working winner 2005
  • Beacon Status short listing 2006

30
Discussion Questions
  • Contact
  • tim.chesworth_at_staffordshire.gov.uk
  • Office 01785 827203
  • Mobile - 07773 791043
  • www.staffordshireconnects.gov.uk

31
Ready
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