IT Excellence Awards 2010 winner - Connect Digitally


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Presentation from one of the winning projects in the IT Excellence Awards 2010. The project is about making applications for free school meals an easy to use online process

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IT Excellence Awards 2010 winner - Connect Digitally

  1. 1. Online Free School Meals “a revolution in public service delivery” Amanda Derrick, Programme Director Socitm 2010 Conference Local Government IT Excellence Awards
  2. 2. The Connect Digitally Programme is driving service costs down through online delivery • Led by Hertfordshire County Council and funded by the Department for Education • Leading 152 English local authorities (LAs) in – Streamlining service delivery – Realising cashable savings – Improving quality of service for citizens • Transforming three transactional services for citizens by moving them online – School admissions – Free school meals – Payments to LAs and schools
  3. 3. Online Free School Meals (OFSM) transforms the customer journey from a difficult paper based process…
  4. 4. … to an online service that improves the experience for the family and saves the LA money
  5. 5. OFSM: an innovative use of technology which integrates the back-office and redesigns the front-office HMRC Parent/carer Eligibility applies online Checking DWP Service Home Office Internet Internet Confirm FSM eligibility to school LA School Back Office Application processed by local authority officer Meal Parent/carer provided applies by phone Paper-based or face to face sooner application application plus proof of benefits
  6. 6. OFSM is providing an increasingly valued service to English and Welsh LAs … 2008/2009 2009/2010 350000 300000 Number of Transactions 250000 200000 150000 100000 50000 0 Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun Jul
  7. 7. Examples of cashable savings reported by LAs • 10,000 fewer citizen calls to Customer Service in the renewals process, saving £20,000 • Reduction in staff, saving £98,000 • Reduction in office space, saving £6,000 • Fewer queries from schools, saving £5,000 • Improved audit process, saving £18,000 between September and June • £11,000 savings for one morning’s work including savings for parents/schools/LA/DWP
  8. 8. Increasing take-up drives costs down with ROI of seven to ten fold 40 Across 152 LAs 30 Channel Shift 20 10 0 Delivery Costs (£m) Decreasing Service 2010/11 2011/12 2012/13 2013/14 -10 -20 -30 Proof of Benefit Required Proof of Benefit Removed Online Application Form Full Online Service -40
  9. 9. Examples of the impact on LAs and families • Increased take-up of FSM from 20,000 to 27,000 • 95% of renewals needed no further checks • Service response reduced from 3 months to 3 minutes • Parent quotes – “Very, very good, I’m not good at reading and writing and I found it so easy – thank you” – “I was very impressed that the application was straightforward to complete. I know of people who have not claimed for other benefits as they find it too difficult to complete forms” – “The system ensured my son had free school meals without the worry …difficulty of paper application and posting issues …a fantastic experience considering the normal stress of form filling, stamping, posting and checking. 10 out of 10. Couldn’t have been easier.”
  10. 10. Online Free School Meals is a project delivering… • Innovation – Innovative technology – New ways of working • Return on Investment – Cashable savings for central and local government and citizens – 7 – 10 fold return on investment – Benefits realised exceeded expectations • Outcomes – Secure, reliable ECS delivered on time and to budget – 162/174 LAs registered to use ECS – Removal of paper proof of benefit on target • Impact – Transformed citizen experience – Child receives a free school meal by next day – Welsh authorities followed English example – Encouraged DWP to consider use of informed consent – Improvement in data quality
  11. 11. Online Free School Meals… Delivering ‘more for less’ – a revolution in public service delivery “Take-up of FSM has increased by a factor of 5 but we’ve been able to reduce staff by more than half”