Description of how one local authority implemented business transformation

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

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

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