Isle of Man public service using ICT

Vision 2011 Achieving customer-focused Government for the Isle of Man Allan W Paterson Isle of Man Government

Silos

Services delivered independently of each other to constituents and businesses through distinct departments, boards or offices

Government Services in 2007

Impact of “silos”

Each “silo” has:

own technology solution

associated development / support costs

resulting in:

individual designs

uncoordinated approach with higher costs

Constituent is lost in this maze of service provision

no view on their relationship with Government

Impact on Constituents

“ silos” make dealing with Government more time consuming and complex

providing the same information to many Government Agencies

they have to do the “joining up”

Lengthy administrative processes

contact is face-to-face/paper based

customers have to fill in forms

public service staff have to process

proof of identity required for each service

labour intensive and time consuming for all

We don’t know what we do know!

A couple moving to the Isle of Man in 2007 would typically need to complete over ... 100 pages of forms.

Government Services in 2011

services focused on the Constituent needs

constituents personalise their contact across the whole of IOM Government

easier to request and receive services using new technologies and processes

The following storyboard shows services from three different perspectives. A married couple interested in moving their “Professional Life” as a Company to the Isle of Man A married couple interested in moving their “ Personal Life” - setting up home in the Island

delivering improved services

making Government more efficient and effective.

Wife: ICT professional

Managing Director of a UK E-Commerce Development Company

Her journey starts after seeing an advert in the Financial Times Online Edition advertising the Isle of Man as a place to do business…..

……… she follows the link to the business pages ...

Browsing the business link pages gives me the information I’m looking for, all in one place based on my needs Content brought together from all Government agencies into a user friendly and easy to find format I don’t need to understand the structure of Government to get the services I want

I can communicate and build a relationship with the Business Start-up Agency by video conference. This saves me the time and expense of travelling to the Island. Sorting out a query on the Company’s eligibility for a Business Grant took 10 minutes, instead of all morning

After considering the Isle of Man as a place to do business the Company has decided to set up here ...

I can incorporate my company online.

I register the company’s details once.

I now transact with many Government services online, including filing and paying the income tax and VAT returns

I found out the Company is eligible for funding from the Business Support Scheme, so I applied directly online

Applying for Planning Permission online is quick and easy. As the company’s details are now registered, forms are pre-filled...

I have to collect a client from the airport, so I browse online .... .... and check to see if the flight is arriving on time ...

I have to collect a client from the airport, so I browse online .... .... and if there are any road works or traffic accidents affecting my journey

Husband: Homemaker who is a freelance software developer who works from home. His journey starts by visiting the Residents pages to find out more information...

I want to find out more about Island life ... Content brought together from all Government agencies into a user friendly and easy to find format

... and I can search properties for sale and how they relate to school catchment areas and transport routes

I can also find out details of the local area for each property

After considering the Isle of Man as a place to live the family has decided to move here ...

When we arrived on the Island we visited the Ramsey Service Centre to setup all our services This means I don’t have to visit each Department separately, which saves me time and money

I can register with Government Online Services and choose services we require, and how we want to use those services

My first task is to register to go on a Doctor’s list

The move to a ‘single patient record’ gives me confidence that I’ll get consistent and speedy treatment

Our son has just finished University ….

Our son has just finished University …. .... and registers his CV online

I receive an SMS from the Doctor’s Surgery about my afternoon appointment …. Please confirm appointment with Dr McDonald, 2.35pm, 27/03/11 for Miss L Portman (MMR vaccination). Reply YES to confirm.

… and e-mails about leisure activities we have registered an interest in

We have personalised MyGov pages

We have personalised MyGov pages .... which makes organising our busy schedules so much easier

We’re doing a better job for our customers – whether colleague, company, or citizen ... and we’re happier

As a Planning Officer, I can access applications whilst on site

I can view the application itself …. Floor Plan front and side elevation Location Plan Side, rear, section and attic plan site and section plans Elevations – 1 Elevations – 2 Existing Floor Layout Proposed site plan Application

… . and even the plans. This makes site visits quicker and more efficient

I can use my mobile to take pictures of the site …

… and upload them straight to the applicant’s file

I can look at other applications in the area ... and can share this information with all interested parties.

With all our documents and records held electronically in a central library … ... we have less paper clogging up the offices

So we need less office space, which saves us money

I can find any information I need electronically … ... this saves me time and means I never lose anything

It also means I don’t need to be in the office to work … ... I can be at home, in another office, or on the move.

Working electronically means that I can share my information securely, with anyone who has a right to see it ... including the public. This makes work much more efficient and allows us to be more transparent

My dashboard allows me to see, at a glance, an update of all the information I need to do my job

My dashboard allows me to see, at a glance, an update of all the information I need to do my job ... it even warns me if a matter needs my attention

I am a Customer Service Officer located in the Ramsey Service Centre Licensing Benefits tax queries bill payments Help and assistance on any Government Service. This is particularly helpful to those who do not have a PC and can not access these services online. My job is varied and interesting because of the diverse assistance we provide. Any changes made at our Service Centre instantly update all other Government services.

ICT Policy ICT will deliver for Government, working in close conjunction with key business areas where appropriate:

A single, consistent, integrated way of doing business with Government – “OneMann”

A set of common services to be used consistently throughout core business processes, such as Electronic Payment engine, Document and Records Management and retrieval, and key KYC information integrated with User Enrolment and Authentication

A cross Government set of best practice processes (known as enterprise solutions) including Management & Financial Accounting (Microsoft Axapta), Customer Relationship Management (CRM), and Human Resources Management.

“ One stop shop” – a walk-in centre where a wide range of services across Government can be accessed either electronically or with assistance from trained staff.