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IT enabling local government change

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Presentation from Andrew Hawkins at Eduserv and Ian Gale from Bristol City Council showing how IT has enabled change at Bristol.

Published in: Government & Nonprofit
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IT enabling local government change

  1. 1. www.eduserv.org.uk IT, enabling local government change A case study with Bristol City Council Ian Gale, Bristol City Council Andrew Hawkins, Eduserv
  2. 2. Where we are
  3. 3. And where we are heading Personal Online 9 to 5 24 x 7 Silos Collaboration Inflexible Agile & Mobile Reactive Preventative BUSINESS CHANGE CHANNEL SHIFT HIGH AVAILABILITY INTEGRATED SERVICES SPEED INTERVENTIONS
  4. 4. Is IT and enabler?
  5. 5. Digital vs IT ? Digital ICT New Online Services Inflexible Legacy
  6. 6. Digital vs IT ? Digital Innovative Services Integrated Legacy ICT
  7. 7. Lets hear about Bristol City Council
  8. 8. Slide 8 Business Change & ICT Service Delivery & Integration Bristol City Council
  9. 9. Slide 9 Business Change & ICT Service Delivery & Integration The Business Challenge Business Change & ICT  Savings - £90m over three years  Building rationalisation  Reducing headcount  Improving efficiency  Maintaining front-line services  Increasing demands  Digital services
  10. 10. Slide 10 Business Change & ICT Service Delivery & Integration Accommodation Strategy
  11. 11. Slide 11 Business Change & ICT Service Delivery & Integration Accommodation Strategy  From this….  Messy  Territorial  Silo’ed  Expensive
  12. 12. Slide 12 Business Change & ICT Service Delivery & Integration Accommodation Strategy  To this….  Open Plan  Hot-desking  Collaborative spaces  Drop-in space
  13. 13. Slide 13 Business Change & ICT Service Delivery & Integration Achieved by IT enablers  Dell Laptops for all  Full Wi-Fi Coverage  MS-Lync for messaging  Cisco Remote Access VPN  Video Conferencing - internal and external  Epson Wi-Fi Smart projectors  Unified Comms
  14. 14. Slide 14 Business Change & ICT Service Delivery & Integration Empowering citizens through Digital Services
  15. 15. Slide 15 Business Change & ICT Service Delivery & Integration 15
  16. 16. Slide 16 Business Change & ICT Service Delivery & Integration One Zone – high profile and high propensity to self-serve  By the end of day one 97 applications had been successfully processed on-line  ~ 65% applied for on line.  Previously :  45 minutes per application processing time  10 days elapsed time per request  Would only be possible through Digital Services
  17. 17. Slide 17 Business Change & ICT Service Delivery & Integration New and improved student online form Previously students had to go online, print off this form, complete by hand and post to us with a photocopy of their Student Certificate Now students can apply on-line and attach evidence of their certificate to this application. The form was successfully implemented on the 23 September 2014 and so far we have received well over 1,000 applications from this channel
  18. 18. Slide 18 Business Change & ICT Service Delivery & Integration  On-line application form for Older Persons bus pass, checking customers identity/age and address is live  Within the first 2 weeks we had 33 successful applications  Positive customer feedback via the online feedback form included: “It's great; although entitled to a bus pass, I am still working and find it difficult to visit a local office.”  This change has:  Reduced paper handling in the back office  Created choice for the customer to apply on-line  Improved the customer experience, with forms developed based on citizen feedback  We expect  Prevented around 2400+ visits by customers to the CSP  Prevented (or reduced) 400+ original documents from being posted and returned to customers by special delivery (saving time and money) Concessionary Travel
  19. 19. Slide 19 Business Change & ICT Service Delivery & Integration Agile Approach Discovery Design Deploy Sprint 1 Discovery Design Deploy Discovery Design Deploy Sprint 2 Sprint 3 Discovery Design Deploy Sprint 1 Discovery Design Deploy Discovery Design Deploy Sprint 2 Sprint 3 Discovery Design Deploy Sprint 1 Discovery Design Deploy Discovery Design Deploy Sprint 2 Sprint 3 Cohort 1 Cohort 2 Cohort 3
  20. 20. Slide 20 Business Change & ICT Service Delivery & Integration Summary  Technology has enabled new ways of working  New ways of working have enabled technology

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