Connect Digitally approach and core elements required to deliver national digital transactional services

1. Programme
Proposition
Connect Digitally
Challenges
Delivering national digital transformation
Story
Local
Government
Core Elements
Central
Government Partners
REALITY & Commercial
VISION & P O L I C Y
IMPLEMENTATION
lly
tdigita
connec
Third
Feedback
Sector
Connect Digitally is exactly what the public sector
needs to deliver digital transformation across
Awards
multi-agency, complex environments.

2. Programme
The Connect Digitally Programme
Proposition
• Established local/central government delivery programme
since April 2004
• Working in partnership with
• 152 Local Authorities (LAs)
Challenges
• Communities and Local Government (CLG)
• Department for Education (DfE)
• Cabinet Office
• Department for Work and Pensions (DWP)
Story
• Her Majesty’s Revenue and Customs (HMRC)
• Home Office
• Ministry of Justice (MoJ)
• Commercial Suppliers
Core Elements
• Delivered return on investment of 6 fold
• Evidence of cashable savings across both local and central government
Feedback
Contact:
Amanda Derrick
Programme Director Connect Digitally
Awards
Email: amanda.derrick@hertscc.gov.uk
Mobile: 07720 411681
Programme Office: 01992 588539

3. Programme
The Connect Digitally Proposition
Proposition
Connect Digitally offers:
• a replicable, agile approach to digital delivery
• a trusted reputation and well established relationships across government
• an award winning approach to digital transformation recognised by
Challenges
central government, local government and commercial suppliers
• an experienced successful team who can work with you to deliver digital
business transformation
• a proven set of core elements essential to effective digital transformation:
• Transforming the Citizen Experience
Story
• Scaling Up Digital Innovation
• Driving Change Across Government
Core Elements
• Overcoming Barriers to Digital Transformation
• Reducing Costs and Delivering Benefits
• Collaborating with Commercial Partners
• Communicating Effectively
• Providing ‘Open Source’ Products.
Feedback
Connect Digitally is now ready for the next national service
transformation challenge.
Awards
Contact: Amanda Derrick, Programme Director Connect Digitally
Email: amanda.derrick@hertscc.gov.uk
Mobile: 07720 411681 Programme Office: 01992 588539

4. Programme
The Challenge for Government Digital Delivery
Proposition
Central government policy often requires implementation by local
partners to deliver outcomes. With over 400 local authorities and
numerous third sector and commercial partners a ‘one size fits all’
approach is likely to fail. Challenges for successful delivery include
different politics, demographics, technologies, capabilities and priorities.
Challenges
The Connect Digitally approach is innovative, successful and
replicable and has demonstrated success in:
• delivering channel shift to digital channels
• joining up government
Story
• designing popular citizen-centric services
• improving outcomes for citizens
• providing shared services
• realising cashable savings through more efficient service delivery
• collaborating with both public and private sectors
Core Elements
• sharing data for citizen benefit
• accelerating service improvement across large numbers of local partners
• reusing assets
Feedback
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5. Programme
The Connect Digitally Story
Proposition
The Connect Digitally programme began life in April 2004 as one of the
national e-government projects: eAdmissions.
eAdmissions objectives were to lead all local authorities in:
• transforming paper based school admissions service to a digital service by September 2006
• ensuring citizen take-up of the new digital service of 5 – 10%
Challenges
The eAdmissions team agreed a clear vision with all stakeholders, researched citizen requirements,
set high expectations, treated every barrier as a challenge to overcome and focused on delivery.
The team found that it was essential to communicate effectively with, identify benefits for and
work in partnership with all stakeholders.
The team’s approach to overcoming barriers and collaborating productively was to co-produce
‘open source’ products which could be used to accelerate service improvement and transfer good
practice across the whole local authority/supplier community.
Story
Another critical factor for success was the research undertaken into digital inclusion which
established the requirement for provision of assisted digital channels.
eAdmissions led all local authorities to meet the deadline date of September 2006, including
delivering a shared service for London boroughs. eAdmissions exceeded government targets for
Core Elements
citizen take-up. A national take-up of 18% in the first year demonstrated a popular and sustainable
service for citizens. Local authorities realised cashable savings by delivering more efficient services
and central government achieved its policy outcome of national delivery of effective digital services.
Following the outstanding success of eAdmissions, the Department
for Education requested a follow-on programme.
The new programme’s objectives were to:
• continue to drive change for school admissions and increase online take-up
Feedback
• transform the application process for free school meals
• link services to provide a ‘basket of services’ for the citizen
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6. Programme
The Connect Digitally Story continued
Proposition
The new programme was called Connect Digitally, giving a clear
message to local authorities to ‘connect digitally with their citizens’
and to set up services which enabled citizens to ‘connect digitally
with government’.
Free school meals was a service which had been sitting in the ‘too difficult to solve’ box for a
Challenges
number of years and was clearly ‘unfit for purpose’. The delivery of online free school meals
required data sharing and collaboration between 4 central government departments and 174 local
authorities in England and Wales.
Using the lessons learned from eAdmissions, the Connect Digitally team set out to transform this
second national service, delivered locally. The challenges were greater as data sharing and legal
barriers had consistently blocked free school meal transformation for several years. The team was
able to convince all stakeholders of the need for transformation by excellent research into customer
journeys and benefits realisation but also by exceptional leadership and strong influencing and
Story
persuasion skills. A core delivery was a shared service, the eligibility checking service, enabling data
shared by 4 central government departments to be checked by 174 local authorities or by their
citizens in real-time.
Connect Digitally has transformed the application process for free school meals from a paper based
process taking up to three months, to an electronic one taking around three minutes, improving
Core Elements
outcomes for over 1 million children a year and delivering significant efficiencies to local authorities
and other government departments. Currently the service is used by 169/174 local authorities
in England and Wales. Connect Digitally has achieved for free school meals what the DVLA
accomplished for renewal of car tax. In addition online school admissions is now at 55% national
take-up, with 26 local authorities already meeting the digital default with take-up greater than
80% and with many more poised to follow.
Connect Digitally has also led work on transforming online payments for educational services
and cashless catering. Feedback
Connect Digitally is now ready
for the next national service
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transformation challenge.
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7. Programme
The Connect Digitally Core Elements
Proposition
To review each Element in detail, please click on its name below:
• Transforming Citizen Experience
• Scaling Up Digital Innovation
Challenges
• Driving Change Across Government
• Overcoming Barriers to Digital Transactions
• Reducing Costs and Delivering Benefits
• Collaborating With Commercial Partners
Story
• Communicating Effectively
• Providing ‘Open Source’ Products
Core Elements
Central Local Citizens
Government Government
Cit Tran
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n E rm
xp ing
eri
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a tio ce
Up v
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Sc igita
Feedback
D
e t
ng en
h a rn m
C e
ts ng ov
uc ivi ss G
rod Dr ro
u rc e’ P
Providing ‘Open So Ac
tive
ly rs
Communicating Effec tne
Par
ci al
me r
Collaborating With Com fits
ene
eri ng B
ions
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Redu
cing Costs and Deliv sact
Commercial Overcom igita l Tran Third
ing Barriers To D
Partners Sector

8. Programme
Transforming Core Elements
Citizen Experience
Connect Digitally is changing citizen attitudes to digital transactional services resulting in
Proposition
take-up of 80% and above, meeting the Government’s aspiration of “digital default”.
Connect Digitally leads both supply of and demand for efficient and effective digital
services, which reduce the cost to citizens and ensure high take-up of the digital services.
Connect Digitally’s excellent research and evaluation skills identify issues and barriers that prevent high
levels of take-up by citizens. Methods and techniques such as focus groups, surveys and usability studies
are applied at both the local and the national levels to create a reality-based understanding of the
Challenges
citizen’s perspective and experience.
Connect Digitally takes an holistic approach to service transformation for the citizen. By capturing
authentic citizen experiences, issues and preferences, a rich understanding of the customer journey is
created while business process analysis reveals the degree to which processes may have become business-
centric rather than citizen-centric in their delivery. The intelligence gained from this customer insight
research coupled with the business process modelling is then acted on by Connect Digitally to inform and
test the design and delivery of new digital services to be usable, accessible and trusted by the citizen.
Connect Digitally tools and products provide business managers with:
Story
• Customer journey maps • Guidelines on web service usability and accessibility
• Process models describing the ‘as is’ and • Guidelines on digital inclusion to ensure fair access
‘to be’ service
Connect Digitally’s steps to success for transforming the citizen experience include:
Core Elements
• Conduct interviews and surveys using appropriate methods
• Model customer journeys and ‘start to finish’ business processes
• Evaluate findings to inform service design and digital inclusion strategies
• Engage ‘early adopter’ agents and pilot solutions
• Determine effectiveness of solutions through focus groups, usability studies, etc.
• Develop and disseminate proven solutions to all stakeholders
• Monitor changes of attitudes/behaviour and repeat previous steps as necessary Feedback
interviews and research
increased
Take-up
TrANSFormiNG
CiTizEN Survey Findings
ExPEriENCE Process modelling
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Usability Studies
Transformation Tools
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9. Programme
Evidence of Connect Digitally success includes:
• Average national take-up of 55% for a digital service, with 26 local authorities achieving take-up in
excess of 80%.
• Examples of rapid increase in digital take-up such as from 2.5% to 74% in one admissions round.
Proposition
• Reduction in cost to citizen of £5.23 whilst also saving them time.
• Positive feedback from citizen exit surveys.
• Application process reduced from “3 months to 3 minutes”.
• Reduced stigma and ease of use has resulted in up to 60% of citizens choosing a digital channel for
free school meals applications where available.
Challenges
others agree…
One of Connect Digitally’s major
strengths is their consistent focus i am not the greatest on
on the citizens receiving services and computers but this was quick,
Story
the impact of process change and easy and straightforward
improvement on their experience. Citizen – South East England
Central Government Delivery Partner
Fantastically simple!! & I’m
Core Elements
Excellent site really easy to completely computer illiterate.
use and very convenient Citizen – South East England
Citizen – South East England
Free School Meals is a small, self-contained service,
BUT it is an excellent exemplar of:
Process improvement, Data management, Customer insight,
Partnership working to improve the customer journey.
Feedback
Local Government Business Manager
Awards
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10. Programme
Scaling Up Core Elements
Digital innovation
The Connect Digitally delivery model scales up digital innovation by agile development
Proposition
and by transferring solutions across partner organisations, enabling joined-up working
and transforming front-line service delivery across England. This ground-breaking model
supports central government policy and empowers local delivery of high quality, efficient
digital services offering best value for society.
Central
Challenges
government
needs policy
outcomes
Connect
Digitally
Local Citizens
authorities need effective
need to deliver easy to use
Story
services services
Key to successful application of the model is the highly skilled and experienced Connect Digitally team.
Team attributes and competencies that ensure successful scaling up of innovation include:
Core Elements
• Strong committed credible leadership • Awareness and understanding of partners’
• Expertise to support partners through all stages capacities and constraints
of transformation • Holistic approach to overcoming barriers
• Detailed knowledge of the social, political, • Passion for ‘making a difference’ with a focus
economic and commercial environment on delivery
• ‘Can do’ attitude
The model supports localism and is transferable. Consequently Connect Digitally has advised other
Feedback
national delivery programmes such as the DfT’s Blue Badge Improvement Service and the Cabinet Office’s
Electoral Reform Transformation Programme.
Connect Digitally’s steps to success for scaling up
digital innovation include:
• Maintain focus on the vision
• Concentrate effort on that which adds value
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• Work with the world as it is not theoretical scenarios
• Work as equals in partnership
• Build strong relationship networks with partners
• Solve common barriers while allowing local variations
• Practice agile development
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11. Programme
Evidence of Connect Digitally success includes:
• Connect Digitally has transferred solutions and best practice for two essential national services that
are delivered through local partners.
- The first service is a digital transaction for school admission application and notification which
Proposition
152/152 local authorities now provide. The digital channel has been taken up by 55% of citizens
nationally, indicating a popular and trusted service. Additionally, 26 local authorities have met and
exceeded the ‘digital default’ with citizen take-up over 80%.
Challenges
Increase in Provision
of Digital Services
by Local Authorities
Story
- Scaling up innovation for the second service has resulted in 148/152 local authorities in England and
21/22 local authorities in Wales now using a digital service to check eligibility for free school meals
against data from 3 central government agencies in real-time. A number of local authorities have
implemented the full vision for the service, enabling real-time eligibility checking by citizens. These
local authorities have seen digital take-up of up to 60% which is far higher than might be expected
for this demographic.
Core Elements
• Connect Digitally has demonstrated initial returns on investment for these services in under 2 years
and has evidence of cashable savings being made by local authorities across the country from year 1.
The programme is on target to meet its projected 6 fold return on investment.
Others agree…
…an exemplar of
The Connect Digitally team have a unique how central and local
Feedback
perspective and proposition because government and the
they understand local authorities, central private sector can work
government, private sector provision, together to deliver
major change programmes and the benefits to users
customer experience. Connect Digitally are of public services.
extremely well placed to support the range Local Government Service Manager
Awards
of initiatives required by the challenging
agenda facing the public sector today.
Director, Central Government Commercial Partner
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12. Programme
Driving Change Core Elements
Across Government
The award winning Connect Digitally is a hugely successful cross-government programme,
Proposition
working within a complex environment: 7 central government agencies; 174 local authorities
across England and Wales; commercial suppliers and other agencies.
Connect Digitally has no mandate over any of the organisations with which the programme works, but has built
up trust and confidence with all stakeholders and has succeeded through strong influencing and leadership skills.
The programme realised initial returns on investment within 18 months of its inception in April 2009 and has
evidence of cashable savings made by local authorities across the country. Connect Digitally is on target to
Challenges
meet its projected 6 fold return on investment, saving millions of pounds across government and for citizens.
Connect Digitally is transferring its model and approach across other government programmes which are
now benefiting from the team’s expertise and knowledge.
Connect Digitally’s steps to success for driving change across government include:
• Establish and maintain trust with all partners and stakeholders
• Provide strong leadership
• Ensure governance is effective
Story
• Develop and promote innovative solutions
• Establish and agree equal working partnerships
• Provide solutions for overcoming real and perceived barriers
Core Elements
What citizens experience
What government says
Connect Phon
e
Informed Policy
Connect Post Improved Processes
Connect Digitally Connect Digitally Enables
Connect Digitally
Connect Face to Face Translated Policy
to Delivery Driving Change
Connect Paper Across Government Feedback
Citizens Local Government Central
Government
Evidence of Connect Digitally success includes:
The core Connect Digitally team has successfully worked across government since 2004 –
• Delivering policy outcomes for 2 central government departments: DfE and CLG.
• Leading on establishing data sharing with Her Majesty’s Treasury Solicitors, DfE, HMRC, DWP and Home Office.
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• Developing a central government hub sharing data from 4 central government departments:
DfE, DWP, HMRC and Home Office.
• Agreeing a Memorandum of Understanding between 4 central government agencies.
• Determining Service Level Agreements between the DfE and 174 local authorities – DfE, HMRC, DWP
and Home Office.
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13. Programme
Evidence of Connect Digitally success includes (cont.):
• Providing legal guidance nationally to overcome perceived local barriers.
• Delivering a shared solution for online transactional service for 34 local authorities.
Proposition
The Connect Digitally Approach has been adopted by:
• DfT and Northgate-IS partnership – Blue Badge Improvement Service.
Connect Digitally has been invited to contribute to
other government programmes including:
• Cabinet Office – Electoral Reform
Transformation Programme.
• Welsh Government – Digital Wales.
Challenges
• HMRC – Benefits Realisation Digital Delivery.
• Taiwanese Government in Taipei.
• Chinese Delegation in Hertfordshire.
others agree…
Story
Connect Digitally is exactly what Connect Digitally has provided tremendous support
to Northgate’s implementation of the Blue Badge
the public sector needs to make
Improvement Service project in terms of effective ways
the transformation required in to engage and communicate with local authorities
coming years across multi-agency, and with citizens. The approaches developed by
Core Elements
policy implementation using digital Connect Digitally are proven on a number of successful
channels. The essence of Connect programmes and Northgate has been able to benefit
Digitally is pragmatism, focus from the team’s learning, knowledge and experience. The
advice provided has been wise and the methodologies
and drive for genuine benefits for
suggested have been both practical and effective.
citizens. Its approach, tools, team
One of Connect Digitally’s major strengths is their
and ethos are ground-breaking, not
consistent focus on the citizens receiving services
least because they take an holistic and the impact of process change and improvement
view on how to overcome the on their experience. They have a unique perspective
Feedback
challenges that have caused other and proposition because they understand local
approaches to founder – policy, authorities, central government, private sector
legislation, technology, programme provision, major change programmes and the customer
experience. They are extremely well placed to support
management, stakeholder
the range of initiatives required by the challenging
commitment all addressed, with “no” agenda facing public sector today.
being an unacceptable answer. Director, Central Government
Director, Commercial Partner Delivery Partner
Awards
A clear demonstration of how partnership is key to
the success of this important national programme.
Judge, Good Communication Awards
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14. Programme
overcoming Barriers Core Elements
to Digital Transactions
Connect Digitally is leading delivery partners in overcoming barriers to the implementation
Proposition
and take-up of digital transactions, solving complex issues such as data sharing,
interoperability and legal compliance.
The Connect Digitally approach is to identify barriers to both implementation and take-up, solve difficult
and common problems and work collaboratively with early adopters and other partners to produce
resources which prevent ‘reinventing the wheel’. The solutions are then transferred by working with
delivery partners such as local authority consortia and by using a range of communication methods
Challenges
including workshops, webinars and a managed private web community.
The Connect Digitally team are pragmatic, technically innovative, excellent communicators and well
respected by both local and central government partners.
It is important to provide solutions to overcome barriers whether real or perceived. Connect Digitally has
worked with partners to overcome a wide range of barriers related to the following areas:
• Technical • Culture • Ownership • Suppliers
• Usability • Accessibility • Trust • Security
Story
• Cost • Legal • Broadband Coverage • Partners
• Awareness • Digital Exclusion • Organisational Silos • Data Quality
• Data Sharing
Accessibility Usability Legal Data
Sharing
Core Elements
Broadband Digital
Security
Coverage Exclusion
Data
Technical Ownership Cost
Quality
Trust Organisational Awareness
Silos
Culture Supplier Partners Feedback
Connect Digitally’s steps to success for overcoming barriers to digital transactions include:
• Identify real and perceived barriers to both implementation and take-up
• Solve difficult and common problems
• Refine and transfer solutions
• Facilitate knowledge sharing to gather data and/or overcome barriers
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• Acknowledge and promote good practice from all delivery partners
• Enable local adaptations and ownership
• Appoint local champions to provide regional support
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15. Programme
Connect Digitally’s steps to success for overcoming barriers to digital transactions
include (cont.):
• Collaborate with commercial partners
• Encourage local delivery partners to build capacity for sustainability
Proposition
Service Improvement
Identify barriers
to delivery Determine
and take up solutions
Challenges
Connect
Digitally
Transfer solutions Test solutions
and measure with early
Benefits benefits adopters
Measurement Efficiency
Connect Digitally Overcoming
Barriers to Digital Transactions
Story
Evidence of Connect Digitally success includes:
• Provided legal compliance guidelines for delivering online transactional services.
• Data sharing agreement between 4 central government agencies and 174 local authorities.
Core Elements
• Memorandum of Understanding established between 4 central government agencies.
• Service Level Agreement confirmed with 174 local authorities.
others agree…
…we are not reinventing the wheel…
(but are) using the excellent resources
A revolution in
(provided by Connect Digitally)… to help
Feedback
public service delivery.
embed customer service improvements.
Local Government Delivery Partner
Local Government Delivery Partner
Connect Digitally have provided us with some amazing insight
into best practise to roll-out major change programmes enabled by IT.
They build teams that will challenge preconceptions and identify bottlenecks
Awards
utilising the very people who may have had the preconceptions
or would cause a bottleneck. Thus creating a winning team to deal
with the people, processes and technology issues.
System Architect, Central Government Delivery Programme
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16. Programme
reducing Costs and Core Elements
Delivering Benefits
Connect Digitally leads local partners in reducing costs and delivering cashable and soft
Proposition
benefits, through digital transformation. Using Connect Digitally tools and products,
local and central government business owners can track and evaluate predicted benefits,
providing clear evidence of cost savings and return on investment.
Connect Digitally provides strong leadership in a culture of benefits realisation management. This is
critical in today’s economic climate where costs must be significantly reduced and services must be
demonstrably efficient. The Connect Digitally benefits realisation tools assist managers to develop
Challenges
their understanding of who will benefit from service transformation and the range and type of benefits
expected: cost calculators allow localised modelling of service delivery costs and potential cost savings;
guidance and templates provide support for planning and managing benefits measurement and delivery.
A framework for benefits delivery enabling accurate calculations of cost savings and identification of
other benefits is applied from business case development through to the later stages of ‘business as
usual’, enabling managers to:
• Calculate specific cost savings • Establish a shared set of goals
• Identify and describe anticipated benefits • Target best value efficiencies
Story
• Strengthen the business case • Provide visibility of realised benefits
• Gain commitment from stakeholders and achievements
Take-up
100%
80%
Core Elements
60%
40%
20%
0% 0
2009/10 2010/11 2011/12 2012/13 2013/14 2014/15
-£10 million online School Admissions
-£20 million Increased online take-up
-£30 million drives costs down
-£40 million
-£50 million
Costs
Feedback
Connect Digitally’s steps to success for reducing costs and delivering benefits include:
• Select, adapt and apply a methodology that is scaled to needs
• Articulate objectives and beneficial outcomes from the outset
• Identify areas where cost savings are expected and baseline these
• Focus on benefits that contribute to business value
• Publicise the benefits relating to each stakeholder group
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• Quantify benefits using realistic and accessible metrics
• Ensure accountability for tracking and managing progress
• Aggregate, evaluate and report outcomes to business owner(s)
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17. Programme
Evidence of Connect Digitally success includes:
• The Connect Digitally approach to benefits realisation successfully used to
identify, measure and track cashable savings for online school admissions
and online free school meals services at both local and national levels.
Examples of local authority cost savings reported include:
Proposition
- £86,000 reduction in printing and postage costs
- £106,000 reduction in staff costs and office space
- £195,000 reduction in costs of meal provision
- £210,000 reduction in cost of meal provision
- £72,000 on reduction in staff costs
- £24,000 on reduction in staff costs
Challenges
- £33,400 on reduction in staff costs.
• Cost savings of £18 million realised nationally for online school admissions
and online free school meals services in 2010/11.
• Realised and projected savings of £76 million overall, equating to a six-fold return on investment.
• The Connect Digitally approach to benefits delivery is acknowledged as a best practice exemplar as
evidenced by:
- Invited to join and share expertise with the Cabinet Office’s Service Transformation Delivery and
Benefits Realisation Management Board
Story
- Contributed to Public Service Reform Group benefits work
- Consulted by colleagues across a number of local and central government departments.
others agree…
Core Elements
The benefits analysis
...very impressed by your benefits!
approach was invaluable and
We are in sore need of good news
focused us on achieving the
stories and decent benefits cases. channel shift and telephone
Central Government Partner
costs reductions.
Business Manager,
Local Government Delivery Partner Feedback
Engagement with Connect
Digitally is a straightforward win The Connect Digitally toolkits
for authorities that are under have proved to be invaluable in
more pressure than ever to focusing our efforts on where benefits
could be achieved. This has also enabled
generate efficiencies.
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us to communicate the success of our
Local Government Delivery Partner
project to key stakeholders.”
Strategy and Programme Manager,
Local Government Delivery Partner
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18. Programme
Collaborating With Core Elements
Commercial Partners
Connect Digitally collaborates effectively with a wide range of commercial partners
Proposition
to transform services nationally. Crucially, Connect Digitally has secured commercial
partner endorsement without imposing software solutions.
It is vital that local and central government work effectively with their commercial partners to transform
service delivery. Difficulties in this area have been a contributory factor to many project failures across the
public sector.
Connect Digitally leads the development of standards which underpin both digital service functionality
Challenges
and relationships between digital services.
Connect Digitally’s steps to success for collaborating with commercial partners include:
• Develop common features and data standards
• Provide a voice for both local and central government supporting all partners in resolving issues
• Solve issues and manage risk at a national level
• Overcome barriers and work in an open way
Story
• Create an environment which enables all partners to achieve greater value for money
• Stimulate innovation and improve commercial partner delivery
• Send regular targeted communications to commercial partners
• Collaborate with commercial partners at all stages of the programme
Core Elements
Evidence of Connect Digitally success includes:
Connect Digitally has successfully worked with commercial partners over a number of years and evidence
to support this includes:
• Endorsement by government and commercial stakeholders of the Connect Digitally Minimum Features
and Relationships Document which stipulates common features and data standards, allowing partners
improved supplier choice and streamlined procurement.
• Sharing online solutions between local authorities, reducing development time and costs.
• Working with commercial suppliers and central government partners to develop a solution which can be
Feedback
used many times, accelerating development and supporting change management in local government.
• Producing Developer Toolkits for local government and
commercial partners to use when implementing new systems.
Awards
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19. Programme
Connect Digitally Co-produces with Commercial Partners to Accelerate Service improvement
Proposition
Interoperability
Issue
Resolution
Open
Collaboration Source
Challenges
Standard Data
Features Standards
Commercial
Partner
Innovation Endorsement
Story
others agree…
Core Elements
We have worked with Connect
We always use the Digitally on a number of occasions.
It is clear that their engagement
Connect Digitally minimum with commercial partners has been
Features and relationships very successful and based on an open,
Document as the starting collaborative working approach.
point for our developments. Chief Operating Officer, Trade Association Feedback
Local Government Service Manager
The Connect Digitally team have established an excellent
understanding of both the commercial world in which the software
suppliers operate and the need for effective relationships to be
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established which are based on trust and open communication.
Head of Strategic Supplier Management
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20. Programme
Communicating Core Elements
Effectively
Connect Digitally is a successful, award winning, business change programme.
Proposition
Key components of Connect Digitally’s success are a well structured communications strategy
which addresses the unique needs of stakeholders, and an emphasis on quality delivery.
Connect Digitally recognises that a well planned and executed communications strategy, with the audience
at the centre of its planning, can build partnerships and mean the difference between success and failure.
Since 2004 Connect Digitally has delivered effective communications, meeting the needs of a wide range
of stakeholders including:
Challenges
• Local government • Internal departments
• Central government • Third sector
• Consortia • Other government agencies
• Commercial sector
Connect Digitally’s communications are effective in:
• Establishing trust • Providing a sense of ownership
Story
• Instilling confidence • Providing up-to-date information
• Encouraging action • Driving change
Connect Digitally’s success is underpinned by communications that: consider and address the needs of
all stakeholder groups; identify and deliver key messages for each; recognise that stakeholder needs will
Core Elements
change over time; allow flexibility to adapt to changes to requirements; and operate under the constraints
of the lead organisation.
Connect Digitally’s steps to success for delivery of communications include:
• Know your audience, understand their specific needs and establish their trust
• Identify what success looks like and plan for it
• Actively stimulate interest
• Incorporate a variety of communications methods but keep the content clear and concise
Feedback
• Measure the impact and success of communications
• Use lessons learned to inform planning for new communications
Evidence of Connect Digitally success includes:
• Connect Digitally Community of Practice website features in top ten most
active communities every month (approximately 1,500 communities)
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- Strong member participation in a very active forum
- Rapidly growing membership numbers
- Strong response to, and open rate for, digital communications.
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21. Programme
Evidence of Connect Digitally success includes (cont.):
• Winner of the Good Communications IT Partnership Award 2010
- “...A clear demonstration of how partnership is key to the success of this important national project...”
Judge, Good Communications Awards.
Proposition
• Presentations at international and national conferences.
• Range of high quality resources regularly downloaded and used by business change teams.
• Delivery model which embraces digital communications but also recognises that more
traditional communications methods have a place (see diagram).
Development
eNewsletters Toolkits Promotional
USB Sticks
Challenges
eUpdates Web
Presence
eFlyers Corporate
Folders
Connect Digitally
Communications
Methods
Printed
Webinar
Story
Resources
Online
Workshops
Hotseats
Keep in
Presentations Touch
Supplier
Core Elements
Updates Calls
others agree…
...the work the National Project put in The Communities of Practice provides a
– in particular the reference material great opportunity for local authorities to share
on the website and the workshops we their experiences regarding the Free School
attended – proved really useful and I Meals project, how they are progressing and
Feedback
to share any lessons learned. It also gives local
think have saved us from quite a
authorities the chance to seek advice from others
few of the less obvious pitfalls…
further ahead in their development.
Local Government Service Manager
Local Government Service Manager
The Connect Digitally team was helpful,
approachable and played an essential i am impressed with
role in co-ordinating information and Connect Digitally resources
Awards
communications between local authorities which i am using to
and central government, suppliers and completely transform
between local authorities. free school meals.
Local Government Service Manager Local Government Service Manager
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22. Programme
Providing Core Elements
‘open Source’ Products
The Connect Digitally team are experts in cross-government working and delivering digital
Proposition
transactional channel shift. Connect Digitally provides ‘open source’ products which are:
acknowledged for their quality and relevance; reusable; easily adapted to meet local needs;
widely used; professionally presented and effective.
Connect Digitally’s comprehensive library of ‘open source’ products, developed through close partnership
working with both public and private sector partners, provide solutions, information, guidance and advice
to enable successful service transformation. They are tried and tested, regularly reviewed and quality
Challenges
assured. All resources are developed with the end-user and their specific needs in mind.
Connect Digitally have taken the concept of open source software development and applied it to their
approach to product development.
Providing ‘open source’ products enables self-service, prevents reinvention of the wheel and reduces local
partner costs.
Examples of Connect Digitally ‘open source’ products include:
• Benefits Realisation Tools • Minimum Features and Relationships Guidance
Story
• Benefits Flyers • Open Data Standards
• Business Case Development Tools • Open Source Code
• Business Process Models • Service Toolkits
• Cost Calculators • Step by Step Guides
Core Elements
• Exemplars • Steps to Success
• Frequently Asked Questions • User Guides
• Indicative Timelines • Website Usability and Accessibility Guidance
Connect Digitally’s steps to success for development and provision of
‘open source’ products include:
• Design products with the audience in mind, ensure messages Feedback
are clear and concise and overall layout is visually appealing
• Develop products which are adaptable to meet local needs
• Ensure products are practical, reusable and quality assured ‘Open
Source’
• Make products easily accessible and promote their availability products
• Listen to feedback, hone and refine products
Awards
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23. Programme
Evidence of Connect Digitally success includes:
• The Connect Digitally Online School Admissions Toolkit enabled one local authority to increase take-up
of online school admissions from 2.5% to 74% in one admissions round. Many others also report large
increases in take-up.
Proposition
• Use of the Connect Digitally Online Free School Meals Starter Pack and the Developer Toolkit have
enabled successful redesign of business processes to deliver transformed Free School Meals applications,
renewals and audit processes. Examples of reported savings from local authorities as a result include:
- rationalised space and resource – from 3 offices with 9 staff to 1 office with 5 staff
- reduced processing time for free school meal applications – from 3 weeks to 3 minutes
- reduction of over £15k in stopping payments for children who are no longer eligible
- reduction in paper based filing by 95%
Challenges
- increased take-up of free school meals from 2,500 to 11,000, but reduced staff requirement from 2 FTE
to 0.5 FTE, saving the council over £20k.
• Work with the South West Grid for Learning consortium partner enabled digital default (online take-up of
80% and above) to be achieved by 11 out of 15 local authorities in the region.
Story
others agree…
...We are delighted with our huge The toolkit offered by Connect Digitally
increase in online take-up which we’ve is thorough and comprehensive – yet
Core Elements
achieved through extensive use of the easily accessible and, more
Connect Digitally toolkit... importantly, easy to understand.
Local Government Service Manager Local Government Service Manager
With a library containing all relevant i have used Connect
information relating to the Free School Digitally’s online Payments
Meals project, the site also acts as an Business Case, Challenges Feedback
and Solutions, Step by Step
invaluable source of information for all
Guide, Benefits Flyer etc to
local authorities, no matter what stage put together a presentation to
of development they are at. the County who [as a result]
Local Government Service Manager
gave me permission to go out
to tender for a system.
Local Government Service Manager
Awards
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24. Programme
What others say about Connect Digitally
Proposition
Very, very good. i’m not good
at reading and writing and
Challenges
i found it so easy. Thank you.
Citizen – East of England
From the initial idea through to choosing a
Story
software supplier and publicity, the Connect
Digitally Team have provided invaluable
expertise, advice and support.
Core Elements
Local Government Delivery Partner
i would like to thank you for the great
contribution that you have made to our
work. Your local authority expertise has
Feedback
been invaluable. Not only that, you have
helped us to achieve many significant
successes which have been of real benefit
to local authorities, schools – and most
importantly – children and families.
Awards
Central Government Delivery Partner

25. Programme
Connect Digitally Awards
Proposition
Highly Commended for the mCA Awards 2011
Operational Performance in the Public Sector, April 2011
Winner of the e-Government National Awards 2010
Local e-Government Excellence – Team, January 2011
Shortlisted for the e-Government National Awards 2010
Challenges
Local e-Government Excellence –Take-up and Usage Growth, November 2010
Winner of the Civil Service Awards
Public Service Award, November 2010
runner up for the Civil Service Awards
Communication Award, November 2010
Story
medallist for the BCS UK iT industry Awards
Public Sector Project of the Year, Project Excellence Section, November 2010
Winner of the Local Government iT Excellence Awards
Service Transformation Category, October 2010
Core Elements
Winner of the Good Communications Award
IT Partnership Award, June 2010
Winner of the Government Computing Award
Overall Award, April 2010
Winner of the Government Computing Award
Collaboration Award, April 2010 Feedback
To discuss your requirements:
Contact: Amanda Derrick
Programme Director Connect Digitally
Awards
Email: amanda.derrick@hertscc.gov.uk
Mobile: 07720 411681
Programme Office: 01992 588539