Vision 2011 Achieving customer-focused Government for the Isle of Man Allan W Paterson Isle of Man Government
<ul><li>Silos </li></ul><ul><li>Services delivered independently of each other to constituents and businesses through distinct departments, boards or offices </li></ul>Government Services in 2007
Impact of “silos” <ul><li>Each “silo” has: </li></ul><ul><li>own technology solution </li></ul><ul><li>associated development / support costs </li></ul><ul><li>resulting in: </li></ul><ul><li>individual designs </li></ul><ul><li>uncoordinated approach with higher costs </li></ul><ul><li>Constituent is lost in this maze of service provision </li></ul><ul><li>no view on their relationship with Government </li></ul>
Impact on Constituents <ul><li>“ silos” make dealing with Government more time consuming and complex </li></ul><ul><li>providing the same information to many Government Agencies </li></ul><ul><li>they have to do the “joining up” </li></ul>
Lengthy administrative processes <ul><li>contact is face-to-face/paper based </li></ul><ul><li>customers have to fill in forms </li></ul><ul><li>public service staff have to process </li></ul><ul><li>proof of identity required for each service </li></ul><ul><li>labour intensive and time consuming for all </li></ul>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 <ul><li>services focused on the Constituent needs </li></ul><ul><li>constituents personalise their contact across the whole of IOM Government </li></ul><ul><li>easier to request and receive services using new technologies and processes </li></ul>
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 <ul><li>delivering improved services </li></ul><ul><li>making Government more efficient and effective. </li></ul>
<ul><li>Wife: ICT professional </li></ul><ul><li>Managing Director of a UK E-Commerce Development Company </li></ul><ul><li>Her journey starts after seeing an advert in the Financial Times Online Edition advertising the Isle of Man as a place to do business….. </li></ul><ul><li>……… she follows the link to the business pages ... </li></ul>
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
<ul><li>After considering the Isle of Man as a place to do business the Company has decided to set up here ... </li></ul>
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 .... 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: <ul><li>A single, consistent, integrated way of doing business with Government – “OneMann” </li></ul><ul><li>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 </li></ul><ul><li>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. </li></ul><ul><li>“ 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. </li></ul><ul><li>Assist in identifying opportunity for Shared Services where a sustainable business case can be developed. </li></ul><ul><li>Identified benefits, as appropriate to the individual business case, monitored through a Benefits Realisation model. </li></ul>Vision 2011