Digital Future of Public Servces

2. The Future of Digital Public Service
25 September 2014
@StaffsCIO @Adapt2Digital @StaffsDL
#SCCDigitalSummit

4. Staffordshire Context
• More Commissioning
• Local partners delivering
• Communities increasingly important
• Public expectations
• Organisations working in a
digital way

6. What is Digital?

7. It’s about culture, not technology
• iPad only 4 years old
• What about the digital divide?
• In 2014 84.3% (573,000) of people in
Staffordshire over 16 used the internet
• How about the other 15.7%!!
• Adaptive Staffordshire

8. Who is responsible?
You, me, everyone

9. Innovation in public sector

12. Evolution

13. Sea of technology change

14. Technology
Audience
Business
Volume
Time
1900 1960 1990 2000 2014
Big gap
Huge gap

18. “We have the good fortune of a large, inventive
team and a patient, pioneering, customer-obsessed
culture – great innovations, large and
small, are happening everyday on behalf of
customers, and at all levels throughout the
company. This decentralized distribution of
invention throughout the company – not limited
to the company’s senior leaders – is the only way
to get robust, high-throughput innovation. What
we’re doing is challenging and fun – we get to
work in the future.” Jeff Bezos

20. Masters of Real time social media

22. 70%
30%
23% 77%
“The need to transform was urgent for us
as a business”

24. • Define what digital means for
you, your business and your
customer
• Understand your customer and
don’t take your foot off the
peddle!
• Become more adaptive

25. Improving Resident Contact
• In Staffordshire, residents have told us they want
to have more choice with how they engage with us
and to be able to access us in a variety of ways,
with minimum fuss.

28. • Mobile (tablet and smartphone) share of UK traffic
increased from 22.8% to 37% in 2013
• UK consumers are far ahead of Europe in terms of
using smartphones for online shopping.
Mobile Share
in the UK
• Out of 18 European countries surveyed, the UK has
the highest percentage of people who make a
monthly purchase on their smartphones, with 32%.
This is compared to just 8% in France, 15% in
Germany and 19% in Sweden.

29. Twitter Users
• In Twitter's short history:
• 5,000 tweets per day in 2007
• 500,000,000 tweets per day in 2013
• The intermediate steps were 300,000 tweets per
day in 2008, 2.5 million tweets per day in 2009, 35
million tweets per day in 2010, [2] 200 million
tweets per day in 2011, and 340 million tweets per
day when Twitter celebrated its sixth year on March
21, 2012.

30. Using Social Media as a Channel
• Through Social Media and other channels a
campaign was created to signpost residents to
report potholes in the area.
• Results showed a 79% increase in new visitors to
our report it webpage which resulted in a 12% drop
in calls as direct result of our social media
campaign.

31. Social Media Approach
• Responsive
• Focus on Customer Queries and Comments
• Use Customer Insight to Shape Service Delivery
• Engaging
• Direct Contact
• Build a Relationship of Trust
• Consistent
• Advice and guidance on services provided
• Turn negative comments into positive outcomes

32. Responsive

33. Engaging

34. Reducing Costs
• Telephony Reduced by 154,000 through Channel
Shift (2012 – 2014) that includes Social Media,
Online Transactions and Mobile Technology.
• SOCITM Cost Per Telephone Transaction £2.90
• Telephony Savings £446,600
• Web / Mobile Channel has increased by 544,000
transactions (2012 – 2014)

35. A joined up approach
to Customer Access

36. • Doing good stuff
• No apology necessary
• It’s not about technology it’s about culture
• Everyone owns it, but the customer is in control
• Adaptive businesses keep pace
• You can start change today
@StaffsCIO @Adapt2Digital @StaffsDL
#SCCDigitalSummit

37. @StaffsCIO @Adapt2Digital @StaffsDL
#SCCDigitalSummit