‘Best Practice: Redesigning Services’

1. AVDC Cloud –
Progress and
Where next?

2. Benefits
• Resilient
o Can be accessed anywhere
o Serviced from multiple data centres/suppliers
• Scalable
o Costs reduce with lower demand
• Achievable more with some services than others
o Can flex up capacity at busy times
• Faster Implementation
o Now we have experience we can implement projects to support business change much faster
o Means we can get the benefits faster
• Lower costs
o Savings on IT Support of 30% - currently being channelled into projects to support change in the
Authority
o Will be available as a cashable saving.

3. Background
• AVDC are the most advanced Authority in Cloud migration – (Amazon
Web Services 2014)
o Others might of course challenge this!!
• This strategy was agreed in 2012 by Council
• Recognised that the programme would be fluid
• Dependent on evolution of the market
• Required to enable flexibility in service supply

4. Objective
• Martini solution for IT
o Anytime
o Anyplace
o Anywhere
• Flexibility – able to scale the IT service as the organisation changes
• Reduce cost
• Basis for Digital everything
• Agility - able to implement new solutions quicker

5. Our Destination
• No onsite IT computer servers (we will always need network
equipment)
• All systems accessed from the Cloud
o Updated and managed by the suppliers
o Can be purchased as a service by customers
o Resilient
o Security as a Service
o Accessible from any browser based device
• Thin client
• Home PC
• Tablet/smartphone
• A data network managed as a service
• IT can focus on adding value not managing equipment
• Complete price transparency for services

6. What we’ve done
• Thin Client and modern secure remote access systems in place
• E-mail on the Cloud
• Telephony and Call Centre systems in the Cloud
• Printing provided as a Cloud service to on-site printers
• HR, Payroll, Recruitment on Cloud
• Legacy IT Servers on Amazon Web Services
• Internet connections upgraded, moved to Public Sector Network (PSN)
provider as a managed resilient service
• Regulatory services systems (Planning, Env Health, Licencing, Land Charges)
on an external managed service
• Software as a Service (SaaS) Finance System implemented
• All new systems are in the Cloud

7. Coming Soon
• Local Government traditionally bought “Line of Business” systems
based on service, eg Planning, Revs and Bens
o From the perspective of the customer it was difficult to present a single digital offering
• Move to integrated services to the customer AVDC are moving to a
single Cloud Based set of systems based on Salesforce.com
• Staff will use the same systems as the Customer
• Enabling changes in ways of working to have single team dealing with
the Customer.
• Rationalising number of systems supported.

8. Customer Delivery ServiceFunction :
To deliver repetitive and
predictable services to
customer as quickly and
efficiently as possible
Customer
Contact &
Sales
Data
Analysis &
Systems
Application
s Processing
& Case
Manageme
nt
Expert Case
Resolvers

9. Longer term
• Still no solution for DWP data (Revs and Bens)
o By challenging assumptions we are now seeing that many of the barriers are illusory
• Strategy to move to single platform for all applications systems eg
o Force.com
o Technology 1
• 4G access to mobile services

10. Problems
• Suppliers don’t expect LAs to be intelligent or
demanding buyers.
• New technologies have caused some teething
problems for staff
• Existing suppliers took a long while to see the
change coming
o In some cases need to look elsewhere
• Transition means managing two IT environments

11. Benefits
• Resilient
o Can be accessed anywhere
o Serviced from multiple data centres/suppliers
• Scalable
o Costs reduce with lower demand
• Achievable more with some services than others
o Can flex up capacity at busy times
• Faster Implementation
o Now we have experience we can implement projects to support business change much faster
o Means we can get the benefits faster
• Lower costs
o Savings on IT Support of 30% - currently being channelled into projects to support change in the
Authority
o Will be available as a cashable saving.

12. Questions