Sharing, Partnering and Joining Up Services

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Sharing, Partnering and Joining Up Services

• Crispin OConnell
• Chief ICT Officer
• Cardiff Council

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ICT_at_cardiff.gov.uk
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WADRC

• Co-operative approach raised at the SOCITM Cymru
  forum early 2003
• Discussions held with Sun, Fujitsu and interested
  LAs over several months
• Business/Technical proposals produced
• Agreed and procured as a service early 2004
• Equipment commissioned by August 2004
• First test by Carmarthenshire in September 2004

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WADRC

• Dedicated DR configuration
• Secure computer room environment
• Connected to Wales Broadband Network
• Hardware is supported by Fujitsu and Sun
• Management and admin control provided by Cardiff
  CC
• Joint development, testing and documentation of
  DR plans
• Documented invocation agreement
• The support agreement runs for 4 Years from
  01/07/04 to 30/06/08

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WADRC

• Critical applications can be recovered in 48
  hours
• The DR service can be easily tested
• More flexible testing slots
• Over 2000 more testing time available
• Cheaper than equivalent providers
• Closer to home
• Can Touch It core control
• Useful learning environment
• Closer operational bonds between partners

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Application DR for Cardiff
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Connect to Cardiff

• Connect to Cardiff (C2C) launched in 2001
• Multi Channel Contact Centre 50,000 calls per
  month
• Bespoke CRM
• Back Office integration
• 80 resolution at first contact
• Significant interest from Welsh Local Authorities
  on the Cardiff model
• Approached by Blaenau Gwent in 2003

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Connect to Blaenau Gwent

• Blaenau Gwents Requirements
• Replicate Cardiff Model
• Must be local to Blaenau Gwent
• Solution
• 3 year Partnership Agreement to April 2006
• Contact Centre established in Brynmawr
• Physical calls routed to Brynmawr
• Common call handling layer with C2C
• C2C CRM variant customised for BG
• CRM integrated with call handling layer and BG
  back office
• CRM delivered from Cardiff over All Wales Network
• Development resource recruited
• C2BG Centre launched in 2004
• Expansion late 2005
• Extension of Partnership Agreement to April 2009

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Connect to Blaenau Gwent

• Benefits for Blaenau Gwents
• Sophisticated model at affordable cost
• Minimal RD
• Reduced / shared Risk
• Ongoing development resource
• Shared developments
• Sustainability
• Benefits for Cardiff
• Reputation Largest Welsh LA helping one of the
  smallest Welsh LA
• Generates income re-invested in C2C
• Shared developments
• Increase in development resource

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Connect to Out of Hours Cardiff

• Approached by Cardiff LHB
• October 2004 LHB responsible for commissioning GP
  Out of Hours Service
• Service Split into 4 ComponentsCall Handling
  Nurse Triage Clinical Provision Patient
  Transport
• Wanted new Customer Focus approach to call
  handling
• Linkage between Health Social Care

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Connect to Out of Hours Cardiff

• Solution
• Cardiff Council commissioned to provide call
  handling element
• Open tender for other components
• Tender specified calls would be handled by
  Cardiff
• Partnership Agreement between Cardiff Council
  LHB to April 2006
• Contact Centre established at Cardiff Royal
  Infirmary
• Common call handling layer with C2C
• C2C CRM variant customised for C2OC
• CRM integrated with call handling layer
• Electronic transfer of call details to Nurse
  Triage system
• CRM delivered from Cardiff over Wales Broadband
  Network
• Co-location of Social Services Emergency Duty
  Team with C2OC

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Connect to Out of Hours Cardiff

• Benefits for Cardiff Local Health Board
• Customer focused call handling service
• Sophisticated model at affordable cost
• Reduced / shared Risk
• Joined up working with Social Services
• Opportunities to widen scope(District Nursing
  Out of Hours)
• Benefits for Cardiff
• Reputation
• Joined up working
• Closer ties with Health Sector
• Generates income re-invested in C2C
• Increase in development resource
• Opportunities to widen scope of Council Out of
  Hours Services

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101 - Cardiff

• New national Single Non Emergency Number
• Commissioned by Home Office ODPM
• Route for reporting Non Urgent Police, Crime,
  Anti Social Behaviour and Community Safety
  Incidents
• Must be jointly delivered by Police and LA
• Accountable body is South Wales Police
• Service delivered by Cardiff Council
• One of 5 Wave 1 national pilots
• Cardiff 101 Launches 22nd May 2006

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101 - Cardiff

• Community safety Issues
• Weather related incidents
• Drains Sewers
• Street lighting/Road surfaces
• Waste management issues
• Absence related incidents
• Pest Control
• Abandoned Vehicles
• Community safety advice
• Road Infrastructure Incidents

• Anti-social Behaviour Issues
• Drunk Rowdy Behaviour
• Nuisance Phone Calls
• Drug Related Incidents
• Hate Crime Harassment
• Prostitution
• Noisy Neighbours
• Vandalism Graffiti
• Non Emergency Crime Issues
• Doorstep Incidents

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Cardiff Policing Tasking Centre

• Multi Agency Service
• South Wales Police
• Cardiff Council Community Safety Team
• BTP
• Victim Support
• Co-located with Cardiff 101
• Joint tasking approach to Non Urgent Policing and
  Community Safety
• Forensic intelligence analysis
• Incidence forecasting joint tactical
  assessments
• Joint shift briefing linked to Neighbourhood
  Policing
• Incident priority assessments fed back to Cardiff
  101

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What have we learned

• Must understand objectives goals
• Must establish bond and trust with partners
• Dont be reluctant to ask difficult questions
• Be prepared to answer difficult questions
• Clearly document the agreed service
• Avoid Contracts
• Think out of the box
• Opportunities arise unexpectedly

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Thank you