Neill Crump leads the Digital Centre of Innovation at Worcestershire County Council which aims to make the council a world class digital organization. The council has transformed over 40 services and made 413 total services available online. This has led to increased efficiency, reduced costs, and improved customer experiences. The Digital Centre uses agile methodologies and a customer-focused approach to rapidly develop and integrate new digital services across various departments. The transformation has increased online service usage, reduced general inquiries by 67%, and transformed how several departments operate. The council aims to continue expanding its digital offerings and establish a model for "local government as a platform."

2. Accelerated Digital Transformation for the
Public Sector
Neill Crump - Leader: Digital Centre of Innovation, Worcestershire County Council

3. Our Agenda
1 2 3 4 5 6
BACKGROUND
World Class
Worcestershire
& Our Council
WHO & WHEN
Our Team
WHAT & WHY?
Digital Council
including
100% of Services
Online
HOW & WHEN
Innovation Enablers
Our Timelines
Accelerated Digital Transformation for the Public Sector
SUCCESS STORIES
Accelerated Digital
for the Public Sector
WHERE DID
WE BEGIN?
Our starting
point

4. World Class Worcestershire & Our Council
Local organisations are working together to raise the profile of Worcestershire regionally,
nationally and internationally as a world class place to live, work, visit, and for business

5. Worcestershire – Our Networked location

6. Worcestershire County Council – Some Insight
500,000+

7. Our corporate strategy is digital
Our goal is 100% services online
with the ultimate customer experience
Resulting in more face to face time with those that really need it
✔ Open for Business
✔ Children and Families
✔ Health and Wellbeing
✔ The Environment

8. Open for Business, Open for Innovation

9. Where did we begin?

10. The Backdrop – ‘2012 Barnet Graph of Doom’

11. Increasing demand….some examples

12. More focus on the customer and our demand was required

13. More collaboration and less silo working

14. Less time keeping the lights on, more time enabling innovation
Light bulb: Marc Simon/Masterfile/Corbis; Glassware: R. Gino Santa Maria/Shutterstock

15. Process transformation and redesign required

16. Complexity needed challenging

17. The paper trail needed to be radically reduced

18. Art of prioritisation need testing…..lots of conflicting demands

19. More celebration of success

20. World Class Digital Council
including
100% services online

21. Our world has changed

22. World Class Digital Council
1. Make the Internet central to our strategy as our customers
increasingly place it central to how they access and consume
services
2. Place the efficient & effective use of technology at the heart
of service delivery
Digital by Default
“ Digital services that are so straight forward and convenient that all those who
can use them will chose to do so whilst those who can’t are not excluded “

23. Efficient Council
OpenforBusiness
Children&Families
Health&Wellbeing
Environment
Customer Access
Superfast broadband
Mobile workforce
Flexible ways of working
Process transformation
Customer experience
Safeguarding
Collaboration
Assistive and robotic technologies
Self-service
Digital Enabling our Corporate Plan
Data Visualisation &
Predictive Analytics
Cloud Based Apps
Multi-agency partnering
Internet of things and
transport management

24. 40 Service Areas, 413 services
Portfolio Approach to our 100% Services Online
One component of our Digital Council ambition

25. The Future for our Residents

26. Our Team

27. Building capability and World Class ambitions

28. Digital Capability
Professor Axel Uhl & Lars Gollenia, Digital Enterprise Transformation

29. Putting in place a new delivery model
Systems & Customer Access
Digital Centre of Innovation
Customer Engagement & Innovation
Team
Data Intelligence
Team
Digital Delivery
Team
Applications Support Team
Programmes
& Projects
Team
Lead:
Architecture
& Security
ICT Contracts Management
HP Infrastructure Commissioned Service
Business Architecture Board

30. View digital through different lenses

31. Innovation Enablers
& Our Timeline

32. Introduction of innovation enablers – engaging our business
Cross Cutting
Transformation
Programmes
Digital Platform
Using Outsystems
(rapid application development
& integration)
Use of Cloud
Agile Enterprise
ArchitecturePredictive Analytics
Prioritisation
Approach

33. Introduction of innovation enablers – engaging our business
Persona Approach
More engaging
communications
Workpackage
Lifecycle Methodology
Agile Programme
Management Tool
Agile Principles
Agile Delivery

34. Our Journey – 2014 to now
Procure
new vendor
using G-Cloud
for website
Digital
Centre of
Innovation
Formation
Digital
Strategy
Sign off
Business Case
Sign Off for
Customer Access
Programme
&
Worcestershire
Information
Network
Accelerated
Digital Council
towards 100%
Services online
Using
Outsystems
Late 2013 Early 2014 Oct 2014
Procure
Customer Access
Platform
From
Outsystems
Mid 2014
Delivery of
Website
End of 2014 Jan 2015
March 2015
Onwards

35. Success Stories
Accelerated Digital Transformation for the Public Sector

36. 100% Services Online – First a redesigned website
In 4 months

37. Which was lipstick on a pig !
However…also our
foundation for mobiles

38. Web Service Integration into the back-office systems
.GOV.UK Social Care Education
Management
Geographic
Information
Mapping
Highways
Management
Street Lighting
Management
Transport
Management

39. Application Development & Integration – 6 Developers in 1 Year

40. Transformation examples……based on a great user experience
Children Services Portal General Enquiries
• Rolled out to 243 schools in Worcestershire
• Securely connects schools to their partners
• Functionality such as:
– Secure document exchange
– Close my school
– Single view of the child
• New online general enquiry form
automatically signposts citizens back
to the relevant online information or
application that relates to their
enquiry
• 67% reduction in general enquiries
being received
• Incoming emails reduced by 97%

41. Transformation examples……based on a great user experience
Adult Learning Courses
• 71% take up in the first month after
launch for a new online service
• Customers are now able to search for
courses, book and pay securely 24/7
• Service delivery model has been radically
changed
• Librarian support for bookings is 30% of
previous effort
• Since May 2015, 70% of customers
have requested copy certificates using
the online self-service
Self-service has increased from 40% -
70%.
• Registration Team way of working has
been greatly transformed
Registrations /
Copy Certificates

42. Transformation examples……based on a great user experience
Worcestershire Careers Central Emergency Planning
• First of its kind in the UK
• Promote and encourage career options in
Worcestershire by connecting businesses
and schools – relating specifically where
opportunities exist within county
• Targeted towards young people between
ages of 14-18
• Joining different partners for briefing
• Scenario planning
• Partnering with other councils to
show them how they can create the
same system

43. Speed of development and integration…….more than
3 x Faster

44. App store – Creating ‘Local Government as a Platform’
Worcestershire will add Apps into an App Store through to 2017
The first 2 have just been added. 8 more ready to be deployed.
Local Government as a Platform

45. Self-Service – Our road to a world class digital council

46. Current :
• Leader: Digital Centre of Innovation at Worcestershire
County Council
• Leads a team of business and technology focused
professionals who are responsible for delivering our
ambition to become a world class digital council
Past:
• Programme Director / Manager in the private sector in 15+
countries
• Successfully delivered large scale transformation
programmes, up to £500m budget
• Consulting assignments at firms such as Vodafone, Sony,
Diageo, Unilever and Danone
• Certified in many things, some of them useful like agile
project management, enterprise architecture, business
process management, global transformation management !
Home Life:
• Husband, father, loves reading and half decent triathlete
@neillcrump

47. Inspiration and further reading
Agile Enterprise Architecture Case Study - Orbus & Worcestershire County Council
http://www.orbussoftware.com/company/case-studies/emea/worcestershire-county-council/
Various Agile and Lean materials from Emergn
http://www.emergn.com/education/vfq-modules/
Changing Role of Enterprise Architecture - Nuno Baptista, Outsystems
http://www.slideshare.net/OutSystems/thechangingroleofenterprisearchitecture
Various Agile and Lean materials from Black Swan Farming
http://blackswanfarming.com/
Agile Kaizen – Angel Medinilla
http://www.amazon.co.uk/Agile-Kaizen-Continuous-Improvement-Retrospectives/dp/364254990X
GaaP – Government as a Platform – Digital Services Architecture for the Public Sector – Digital-
Government.info
http://digital-government.info/wp-content/uploads/sites/5/kalins-pdf/GaaP%20204.pdf
Digitizing Government – Alan Brown, Jerry Fishenden, and Mark Thompson
http://www.digitizinggovernment.org/
Big Data in the Big Apple – Eddie Copeland
http://capitalcityfoundation.london/big-data-in-the-big-apple/