1) The document discusses rethinking the operating model of Adur & Worthing Councils for the digital age by adopting a digital operating model that reduces bureaucracy and links those with needs directly to those with solutions through technology. 2) It proposes tackling both the front-end web presence and back-office systems together to enable the new operating model and investing in generic capabilities that can be reused rather than single solutions. 3) The goal is to design services from the user perspective, consume capabilities from other organizations where possible in addition to creating their own, and realize benefits such as efficiency savings and repurposing resources to front-line services.

1. Digital and Design
Council as a platform
Rethinking Adur & Worthing’s operating model
for the digital age

2. Digital and Design
Paul Dave
Director for
Digital and Resources
@pdbrewer
Head of
Digital and Design
@davebriggs

3. Digital and Design
The context
Adur and Worthing - whaaaaaat?
Our challenges:
• customer demand
• creaking IT
• clunky processes
• austerity

4. Digital and Design
Air cover

5. Digital and Design
Digital is a way of rethinking the
operating model of an organisation to
meet the current and future needs of its
customers in the digital age.

6. Digital and Design
Or, if Uber (or some similarly ghastly
bunch) were to run a service, how would
they do it, and what could we learn from
them (without becoming ghastly
ourselves)?

7. Digital and Design
Our approach
1. A digital operating model that reduces bureaucracy
in favour of the front line
2. Tackling back office systems as well as web front
end, to enable the new operating model
3. Engaging service design to rethink processes
4. Investing in capabilities, not systems
5. Consuming as well as creating

8. Digital and Design
The digital operating model
Digital operating models reduce bureaucracy by
directly linking those with needs with those with
solutions via the network.
Music, news etc. Now Uber, Airbnb.
Also public service - Buurtzorg.
Truth is, we can make savings and keep front line.

9. Digital and Design
Back office IT
To deliver the operating model, we need more than a
web agency style approach.
End to end system redesign to ensure IT is as lean as
possible to free up resource and make savings.
Delivering seamless user experiences on one platform
- no double keying or middleware.
Some of the existing stack remains to deliver specialist
capabilities (accounting, payroll, revs and bens calcs)

10. Digital and Design
Service design
Along with IT efficiencies, services are redesigned
from the bottom up to make best use of the
technology and to drive out pointless effort.
Service design techniques are used that
encourage a user focused, co-designed approach
that meets actual need.

11. Digital and Design
Capabilities
Rather than investing in any single, siloed
solution, we invest in generic capabilities that can
be re-used as building block to develop solutions.
Capabilities are anything that is needed to deliver
a product or service - the entire value chain.
IT is a convenient place to start, but not the end.

12. Digital and Design
Consume and create
The platform is a space where capabilities can be
shared by the Council and any other organisation.
Therefore where appropriate the Council
consumes other people’s capabilities as well as
delivering our own.

13. Digital and Design
A fairly terrible example which
nonetheless hopefully explains the sort
of thing we mean.

14. Digital and Design
Niche
Solution
Infrastructure
Community
management

15. Digital and Design
Solution
Niche Niche
Solution
Infrastructure
Community
management

16. Digital and Design
Solution
Niche NicheNiche
Solution Solution
Infrastructure
Community
management

17. Digital and Design
Niche NicheNiche
Generic capability
Infrastructure
Community
management

18. Digital and Design
The essential foundation for all of this is
a modern IT stack.

19. Digital and Design

20. Digital and Design
Key features
1. Low/no code
2. Buy or build configure
3. Plug in and out
4. Strong data architecture
5. Build services, not applications
6. Scales up - but more importantly, out

21. Digital and Design
Programme
Waste
management
Housing
Planning
At the same time
HR
Performance
Risk
Bereavements

22. Digital and Design
Delivery in a brown field
Future
Present
ServiceTechnology
Street%community
HR
AWCS
FMS%rehosting

23. Digital and Design

24. Digital and Design
Tech capabilities

25. Digital and Design
But does the business lead the tech or
the other way around?

26. Digital and Design

27. Digital and Design
Benefits realisation
- inefficiency is hard-wired
- FTE savings must be delivered by the business
- wire in into service planning cycle
- simplify applications estate
- protect or repurpose to front line

28. Digital and Design
What we’re learning
This is really, really, really hard. Really hard.
Need for speed
How do we work with others? How does platform
differ from shared service/partnerships/selling?
What are the conditions needed for successful
digital transformation?

29. Digital and Design
Any questions?