The document discusses the digital transformation efforts of Adur & Worthing Councils. Key points include: - The councils previously had very poor IT service, outages, and customer service. A new CEO and council leaders envisioned using digital to improve the economy, community, and customer experience. - A new senior team was assembled with directors for economy, communities, customer services, and digital & resources. They aligned on experimenting and exploring new models. - An initial focus was adopting cloud technology for improved resilience, using the internet to change work practices, and developing digital services like waste management and a contact center. - A timeline details replacing the telephone system in 2014, discovering issues, creating a

1. Adur & Worthing Councils - Digital & Design
Digital Service Design
What are the right conditions for success?

2. Adur & Worthing Councils - Digital & Design
What are the right conditions for success?

3. Adur & Worthing Councils - Digital & Design
Is there something we can bottle?

4. Adur & Worthing Councils - Digital & Design
The Adur and Worthing case

5. Adur & Worthing Councils - Digital & Design
Very poor IT service, outages poor customer service
New CEO with a strong publicised vision on economy,
community, customer and digital
Two Council Leaders who worked closely together, one of
whom had an IT background

6. Adur & Worthing Councils - Digital & Design
Senior Team of 4 Directors - 3 new hires
Director for Economy (new)
Director for Communities
Director for Customer Services (new)
Director for Digital & Resources (new)
Close alignment of values and approach - want to
experiment, explore future models

7. Director for Digital & Resources
Head of Digital & Design
Chief Executive
Service Design
Digital Platforms
IT infrastructure
Performance & Analytics
In-house capability
Procured against capability map
Moving to IaaS for legacy estate
Simplified reporting, moving to Tableau
Adur & Worthing Councils - Digital & Design
Finance
Human Resources
Organisational Development
Legal Services
Procurement
Engineering
Coastal Management
Surveying
Facilities
Emergency Planning
Strong support from a high
engagement approach

8. Adur & Worthing Councils - Digital & Design
Initial messages and work
- we can get resilience through adopting cloud tech
- the internet can fundamentally change how we work
- we can take our own risk and work outside PSN
- if Cabinet Office can go Google, so can we
- we need to find outside expertise to set the strategy
and help us establish the ‘new house’

9. Adur & Worthing Councils - Digital & Design
Timeline
- Joined May 2014, search and find Methods Digital
- “Something’s rotten..” committee report July
- Decision to replace the enterprise telephony
- “Discovery” piece during Aug/Sept
- Findings and ask for “Blueprinting” funding in Oct
- Tier 3 restructure, create Head of Digital & Design
- Efficiency of Service .. create Service Designer role
- Market engagement - including service mgr going first

10. Adur & Worthing Councils - Digital & Design
Timeline (2)
- Business Case to committee December (FTE +
software savings)
- ‘Walk away’ agreement with telephony provider
- Digital Delivery starts January 2015
- Software procured January
- Technical architecture - creating the platform
- Digital service design - Waste Service + Contact
Centre
- Google for Work implemented in 5 weeks (April)

11. Adur & Worthing Councils - Digital & Design
Timeline (3)
- Training for staff on low code platform, including
managers that might be going next ……
- Some delays .. but .. full set of waste services and
contact centre ready for go live Sept, with a HR service
built too!
- Housing discovery almost complete
- Still waiting for the space to bring D&D team together,
which will have space for design lab, user testing etc

12. Adur & Worthing Councils - Digital & Design
Is there something we can bottle?

13. Adur & Worthing Councils - Digital & Design
Bits to consider
● Getting it
● Working out who else needs to get it
● Developing the case & strategy tailored to context
● Thinking about who could lead - span of control, authority etc
● Landing this stuff with different stakeholders - tailored messages
● Building and maintaining support - delivering on several fronts
● Team structure and people issues
● Delivery for grown ups - savings / protecting the front line
● Ensuring pace - knowingly letting other stuff drop or be a bit rubbish

14. Adur & Worthing Councils - Digital & Design
Questions / discussion / bottling