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Business Transformation In Central Services

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Description of how one local authority implemented business transformation

Description of how one local authority implemented business transformation

Published in: Business

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    • 1. Business Transformation in Central Services Matthew Rees Business Transformation Manager eGovernment & ICT Services March 2006
    • 2. Business Transformation helps Central Services to deliver its Service Plans Central services Delivering Council priorities through Service Plans eGovernment Technologies and Business Transformation methods Potential Business Transformation Projects Requirements Solutions
    • 3. The eGovernment Programme Structure is a matrix of service areas and major projects Programme Management Departmental Business Transformation Kate Hargreaves (Bevis Sydney) BTM Dept Matthew Rees Sub-Programme Targeted Services Supporting Services IT Infrastructure Adult Services OMH JSC Cross- Cutting Projects Central Services Envt & Culture Housing CYPS Department Specific Projects Customer Enablement Universal Services
    • 4. The role of the BTM combines Programme Management and Account Management
      • Continuing engagement with DMT including the management of expectations
      • Advisory role for eGovt and IT relevant project requests from depts.
      • BUT NOT:
      • An alternative to the IT Helpdesk
      • A means of bypassing the TDA
      • An unlimited resource for fixing your DMT’s current worry list
      • Aligning eGovt and DMT priorities to agree a coherent and realistic programme of work for 06/07 (with support from eGov Prog Mgt)
      • Managing and monitoring the progress of BT projects to achieve programme objectives (with support from eGovt PMs)
      • Liasing with eGovt and IT BTMS / PMs to manage wider programme dependencies (with support from eGov Prog Mgt)
      • Defending and re-prioritising the programme if required and possible
      • Ensuring BT projects deliver pre-agreed savings targets
      Account Management eGovt Programme Management
    • 5. Business Transformation projects are governed by a hierarchy of boards Technical Design Authority Overall Governance of IT Development Council Transformation Board eGovernment Programme Programme Management and Reporting Central Services Transformation Board Planning Transformation Other Central Services Projects HR Process Transformation Project Shared Services Project
    • 6. All Business Transformation projects have five main components that varying in importance
      • Business Process Redesign that changes the way that services are delivered
      • Customer Services that addresses the customer-facing channels
      • Information Management that integrates the back office systems and data
      • Infrastructure Deployment that implements new hardware, software and networks
      • Change Management to introduce the new working practises required
    • 7. Business Process Redesign delivers savings and/or improved services
      • Inefficiencies can be removed in new processes by, for example, removing redundant activities or improving throughput with IT
      • Simple transactions can be moved from the back-office to the front-office
      • Economies of scale can be achieved by combining similar work performed across multiple teams
    • 8. Customer Services projects provide consistent and convenient services across all channels Internet Service Centre Joint Service Centres and other face-to-face channels Specialist services
    • 9. Information projects integrate multiple systems (BizTalk) and provide a consistent view of data from a single trusted source (MultiVue) Middleware (BizTalk) Single Record Customer Service Agent OneServe CRM Customer Government Gateway Housing Environment Adult Services
    • 10. Infrastructure projects implement ICT that supports existing operations or enables NWW
      • Technology refresh, e.g. move to Windows XP
      • Implement mobile technology, e.g. tablet PCs and touchdown points, to support mobile and remote workers
      • Provide remote access to systems, including eLearning
      • Use Electronic Document Management Systems (EDMS) to reduce the space occupied by paper storage
    • 11. Change Management makes it all work by addressing the people issues
      • Communicate effectively so that staff, and other stakeholders, know what is expected of them and why the change is necessary
      • Design new organisation structures and processes, particularly Performance Management
      • Use Change Management toolkit, which is part of the Transformation Academy
    • 12. These are the main projects in the Central Services Business Transformation Programme
      • Planning
      • eProcurement
      • Supporting Services
      • Housing Benefits
      • Complaints
      • JSC/LSC Service Migration
      Corporate Services Finance OACE All
    • 13. We are looking to see where else eGovernment can support central services
      • Supporting initiatives already identified in service plans
      • Analysing current performance to identify opportunities for cost savings and/or improving customer services
      • Developing joint plans for 2006-09
      • Providing ad hoc support