Local Government Digital Tool Kit

1. Local Government Digital Tool Kit

2. Business Model Canvas Technology Capability Map Business Capability Map Legacy Technology Characteristics Digital Technology Characteristics Core Citizen Platform Capabilities Methods Digital has been working with a number of pioneering and innovative Councils trying to become digital. We wanted to share some of our ﬁndings as a tool kit for other local authorities already on this path or who are thinking about starting a digital transformation.

3. Business model canvas Key Partners Key Activities Resources Revenue streams Channels Cost structure Value Propositions Customer Relations Customer Segments “hard” service providers - highways, street cleaning etc. Technology - platform and dev Public and Third Sector providers - Housing, healthcare etc. ALMs - leisure centres, care homes etc. Schools - academies free & maintained Service Development Commissioning catolugue development & maintenance Data provision Policy developments Provider of last resort Software platform Data & intelligence Aggregated buying power Community Intell Low tax cost Low staﬀ costs Invest in brokerage Invest in technology dev Local tax / rates Grant funding Central Government Revenue from premium services Commissioning services Low cost Convenience Pay for premium service Brokerage Commissioning Aggregate demand Customer experience Fulﬁlment Automation / selfservice for nonvulnerable citizens Data hub Regulations and standards Self service, access to platform/knowledge lower some customer expectations More F2F time with highest need customers Digital Point of service Distributed hubs Information Citizen Business Visitor Transact Citizen Business Visitor Intervention Citizen Business Regulate & license Citizen Business Based on The Business Model Canvas by strategyzer.com

4. Technology Capability Map Majority of current software capability dev’d on platform Appropriate sandpit Ubiquity Rental - custom built Rental - SaaS / PaaS Metered - IaaS & XaaS Evolution to standardisation & utilty 30%60%10% CRM Platform GIS Finance Big Data Teleheath 3D Vis Telephony Mobile Citizen Web Productivity & collaborationHR Data Centre (IaaS) Based on Simon Wardley mapping @swardley

5. Customer Interactions Online Booking Online Payments Online Applications Telephone Payments Advertising Information Publishing Live Chat Service Marketplace Self-Service Requests Customer Portal Digital Library Digital Triaging Interactive Content Service Delivery Customer Feedback Social Interactions Open Data Publishing Social Listening Social Engagement Social Advertising Cross-Channel Communications Service Desk Customer Relationship Management Case Management SLA Management GIS Knowledge Base Inspections / Assessments Consultations e-Signatures Sales Management Service Catalogue e-Petitions Back Office Document Collaboration Budget Management Events Management Audio Recording Asset Management Project Management Surveys e-Learning Instant Messaging Training Management Expenses Portal Email & Calendar Financial Processing Payroll Payments & Receipts Treasury Management Accounting Outputs Email Notifications SMS Notifications Document Creation Mass Email Management Reporting & Analytics Reports Performance Management Contract Management Dashboards Audit History Analytics Infrastructure Support Telephony Mobile Device Management Integration Single Sign-On WiFi Cashiering General Billing District Authority Business Capabilty Map

6. Legacy Technology Characteristics Data Silos High Cost Excessive External Support Resource Intensive & Specialist Knowledge Long Contracts Onsite Infrastructure Inﬂexible Processes Outdated TechDiﬃcult to Integrate Limited Access Complex Upgrades & Change Management

7. Digital Technology Characteristics Any Device, Any Time, Any Where Simpliﬁed Upgrades & Change Management Interoperable (E.g. Open APIs) Latest Tech Cloud Infrastructure Conﬁgurable Processes Shared Data Lower Costs Ecosystems Built on Open Standards Secure Flexible ‘as-a-service’ Contracts

8. Core Citizen Platform Capabilities Online Booking Information Publishing Automated Notiﬁcations Case Management Service Catalogue Reports & Dashboards Application Forms Citizen Portal Document Creation SLA Management Payments Audit History Customer Selfsevice Open Data Publishing Workﬂow Management Inspection Assessment Performance Management Intergration

9. methodsdigital.co.uk info@methods.co.uk 020 7240 1121 16 St. Martin’s Le Grand London EC1A 4EN Local Government-as-a-Platform by James Herbert, Sean Tubbs (Methods Digital) and Paul Brewer (Adur & Worthing Council) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. Local Government Digital Tool Kit by James Herbert, Sean Tubbs (Methods digital) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.