Presentation introducing Socitm Australia to LG IT Group in South Australia.

1. South Australia – venturing into
services with a professional network
Port Noarlunga, South Australia
Friday, 9th
May 2014
Martin Ferguson, Director of Policy & Research
martin.ferguson@socitm.net
www.socitm.net
© Socitm Ltd

2. Join me on a voyage …
• What we are
• What we do
• Where we are heading
Bringing it all together in Socitm Australia …
“L’imagination est plus importante que le
savoir.”
Albert Einstein
www.socitm.net © Socitm Ltd

3. What we are
“Socitm is the professional organisation for
UK public services IT and digital leaders and
their suppliers. Trusted by thousands of
senior professionals to provide thought
leadership, research, guidance, consultancy,
insight and peer networking, we are the first
stop for those involved in leading and
managing digitally enabled services for public
benefit.”
… and, in our networked world, we are much more
besides …
www.socitm.net © Socitm Ltd

4. www.socitm.net © Socitm Ltd
Socitm Policy Priorities 2014 - WORK IN PROGRESS
BUSINESS OUTCOMES
strengthen local
say
excel at customer
experience
reduce costs grow local
economy
build social,
financial and
digital inclusion
reduce
bureaucracy
safeguard
vulnerable people
reinvigorate local
democracy
SOLUTIONS
SMART PLACES
smart places
digital inclusion and assisted digital
apprenticeships/new skills devt and jobs
WAYS OF WORKING
modern leadership models
modern IT operations (coping and
contributing)
digital transactions
flexible and mobile workforce
digitally assisted co-production
INFORMATION ASSURANCE/MANAGEMENT
information management
open data
big data
INFRASTRUCTURE
sourcing models inc. cloud
secure, shared infrastructure
shared public services
national broadband
identity
Key:
Direct contribution/opportunity
Indirect contribution/opportunity
What we do - Policy

5. What we do – Policy
• Local Public Services CIO Council
• Public Services Network
• ID Assurance
• Public Administration Select Committee Inquiry into
Government ICT Strategy
• Digital Strategy – Scotland, Wales, England
• Alternative provisioning – G-cloud, collaborative
procurement, Building Government IT in N Ireland, skills, etc.
Influencing – stakeholders and partners - specialist
programme boards and steering groups, events,
networking, lobbying, campaigning, interviews,
articles, speaking, chairing, roundtables
www.socitm.net © Socitm Ltd

6. What we do - Policy
“Care is in crisis. We're
fighting to make sure everyone
gets the care they need and
deserve.” Age UK
PIONEERS - People, process, information
and technology implications of health and
social care integration
Formulating – horizon scanning, thought
leadership, international, pilots, briefings,
responses
www.socitm.net © Socitm Ltd

7. What we do - Policy
Support, leadership, consultation and advice –
Members, Regions, Socitm Technology Board,
Members Advisory Council, Business Services &
Commercial Group
www.socitm.net © Socitm Ltd

8. What we do - Services
Benchmarking
www.socitm.net © Socitm Ltd

9. Benchmarking the ICT service
• Make the right decisions concerning your organisation’s
ICT service performance and cost
• “The Socitm benchmarking service provided an objective
comparison of desktop equipment specification and cost.
This allowed the council to challenge our contracted
supplier and ultimately led to a saving of around
£150,000.” Mike Jackson, Corporate ICT Manager, East
Riding of Yorkshire
• Over 230 organisations (including well over half of all UK
local authorities) have used the service since 1999
Measure it, manage it, improve it!
www.socitm.net © Socitm Ltd

10. Current scope
Essential information about the Socitm KPIs and the
process is available on the Socitm website
PROFILING THE SERVICE
• ADMINISTRATIVE DATA
• ICT ESTATE AND DELIVERY MODEL
• STAFFING RESOURCES
• FINANCIAL RESOURCES
• GOVERNANCE
KEY PERFORMANCE INDICATORS
• KPI 1 User satisfaction
• KPI 2 Resolution of reported incidents
• KPI 3 Project governance and delivery
• KPI 4 Acquisition costs of devices
• KPI 7 Device support costs
• KPI 15 Service availability
• KPI 17 Network costs per end-user device
• KPI 19 Flexible working
Benchmarking the ICT service

11. Benchmarking the ICT service
• Now 100% online data gathering and reporting
process, with dedicated Socitm consultant support
either in person or remotely by telecall/e-mail
• Two modes of operation:
• Group mode: in which a number of participants
benchmark together, each working to a common
timetable
• Singleton mode: where a single participant is guided
through the benchmarking process according to a
bespoke timetable and is benchmarked against a
comparator group selected from our results database
How does it work?
www.socitm.net © Socitm Ltd

12. Benchmarking the ICT service
Executive Summary
• Total spend on ICT
• ICT spend per head of population
• ICT spend per user
• User satisfaction
• Key metrics - indicators of good practice
Financial Metrics
• Grand total expenditure on ICT
• Percentage of total revenue budget spent on ICT
• Percentage of total ICT spend split between central and departmental
• ICT spend per workstation
• Support cost per workstation
Staffing Metrics
• Number of ICT staff employed by work area
• Number of workstations supported per ICT support specialist
• Number of users supported per ICT staff member
• Percentage of ICT staff from an outsourced provider
• Percentage of staff working in shared services
What will I get? Data, information, consultant,
workshops, individualised report
© Socitm Ltd

13. Benchmarking the ICT service
Operational Metrics
• User satisfaction (externally performed)
• User satisfaction (internal)
• Percentage of operational incidents where the service is restored within SLA
• Percentage of operational incidents resolved at the first point of contact
• Percentage of operational incidents resolved within 0 - 4 hours
Governance
• Adoption of standards of governance
• Indicators of best practice in the adoption of standards
• The use of asset registers of hardware and software
• Number of Prince 2 professionals within ICT
• The use of ‘agile’ methods for software development
Historical Data and Trends
Trend tables and charts of selected key metrics
What will I get? (continued)
www.socitm.net © Socitm Ltd

14. A BICT variant?
© Socitm Ltd
A suggestion…
– Form a pilot group (ideally 10+ strong)
– Review the KPIs and add to/amend/localise as needed
– Review the question sets and guidance notes and add
to/amend/localise as needed
– Use online collaborative tools and video/audio
teleconference, plus online ‘explainer’ videos, plus some
on-site support
– Run the process with the pilot group
– Primary comparisons would be with fellow group
members, but we could also add in selected UK data
– Review achievement of outcomes
– Incorporate learning and be ‘ready to go again’

15. Better connected
• Annual report into state of 433 local
council websites in UK (since 1998)
• Focus on quality of customer journey
to achieve specific tasks
• Aim is to identify and share best
practice as a major insight into
improvement
• Team of 12 professional reviewers
www.socitm.net © Socitm Ltd
supported by Website Performance Service
•Visitor feedback service about customer experience
•Approximately 20,000 responses per month for 110 councils

16. Something to consider…
• A Better connected for South Australian
councils?
• July to October 2014?
• Full report with recommendations drawing on
best UK practice?
www.socitm.net © Socitm Ltd

17. Research - Insight
• Monthly briefings e.g. Security, Open ID, Smart Places,
Mobile web
• Insight reports e.g. Better for less, Innovation, Future of
the ICT function
• Better Connected
• IT Trends – annual survey
• Applications Register
• Technology Challenge – topical updates
• Quarterly Newsletter
Already one Australian city subscriber …
www.socitm.net © Socitm Ltd

18. Digital
• Digital Insights – 5 key and 10 supporting principles
• Do you do digital? – ‘infographic’
• Local Government in the Digital Age - “navigator”
• Digital Maturity Service
• Innovation Portal
• Digital vision to digital value - short video
Building resources:
www.socitm.net © Socitm Ltd

19. Do you do digital?
•Launched April 2014
•16 page visual summary of our digital research
•Take our test at http://dodigital1.theinformationdaily.com/dodigital
www.socitm.net © Socitm Ltd

20. Digital Maturity Service
a
www.socitm.net © Socitm Ltd
• Understand your digital situation
• Implement actionable digital change
• Increase performance

21. Digital Maturity Service
• b
• c
a
www.socitm.net © Socitm Ltd
Engage, innovate, adapt …
The digital journey is never complete …

22. What we do – Personal & professional
development
• Continuous Professional Development
• Mentoring
• Socitm – Graham Williamson Research Award
• Top Talent Programme
• Accreditation and post nominals (linked to British
Computer Society’s Skills Framework for the Information
Age - SFIA)
www.socitm.net © Socitm Ltd

23. Bringing it all together …..
Senior membership:
Policy
Apps register
Innovation portal
Personal & professional development
plus a menu selection:
# individual memberships
Insight subscription
Better Connected
Digital Maturity Service
etc.
www.socitm.net © Socitm Ltd

24. Benefits of membership
• A voice in your profession
• Unrivalled networking opportunities; meet with
colleagues and peers from all sectors and regions; also
key suppliers in a non-pressured atmosphere
• A wide range of benefits and services to support your
career development and your organisation
• Professional recognition; accredited designation with
post nominal letters
• Initiatives that affect you and your sector
• Opportunity to influence policy development
• News on the latest developments
www.socitm.net © Socitm Ltd

25. Where we are heading
1. Defining our needs and building our capability
2. Delivering a strong Technology Vision
3. Developing our Clarity of Voice
www.socitm.net © Socitm Ltd

26. Reflection and discussion …
Why we exist
Who we are
What we do
www.socitm.net © Socitm Ltd
“Learn from yesterday, live for today, hope for
tomorrow. The important thing is not to stop
questioning.” Albert Einstein
How do these
approaches fit with
your needs here in
South Australia?

27. short videos
Digital vision to digital value
Digital Maturity Service
www.socitm.net © Socitm Ltd