Business transformation in a local authority context

1
Business transformation in a local authority
context

• Mary Wintershausen

2
T is the new E

• The T word is everywhere
• Many have tried to define it but few have
  succeeded in a way that everyone can agree on
• Ill know it when I see it

3
A definition

• The action of changing in form, shape or
  appearance
• Metamorphosis
• Like a butterfly emerging from a chrysalis

4
Changing in form

• Breaking down silos
• Sharing information and knowledge
• Changing operational models and processes
• More effective leadership
• Greater flexibility and responsiveness
• More and wider internal (and external)
  partnerships

5
Changing in shape

• Partnerships and shared services
• New local, regional and national groupings
• New organisations working on behalf of previous
  providers
• Localised delivery of aggregated elements
  provided from a much wider base

6
Changing in appearance

• Differences at the interface with the customer
• Provision of a wider range of services at every
  local outlet
• Better customer service
• Choice of channels, times, locations, languages

7
What is actually happening?

• Evidence collected for the Socitm exhibit at the
  EU Ministerial e-Government Conference in
  Manchester in November 2005
• 102 examples submitted by Socitm members
• 35 proven transformations that are already
  delivering for their local communities
• 69 councils included in these 35

8
Model for analysis

• New approaches changing the shape of the
  council
• Customer impact changing the appearance of the
  services
• Organisational productivity changing the form
  of the organisation

9
Examples of new approaches

• Birmingham City
• Derby City
• Dudley MBC
• Eastleigh BC
• Glasgow City
• Hampshire and IOW e-government partnership
• Hertfordshire CC
• Leicestershire CC

• LOCATA Housing Services
• LB Havering
• LB Hillingdon
• LB Lambeth
• LB Waltham Forest
• North Dorset DC
• West Sussex CC
• Wiltshire CC

10
Birmingham City Business transformation toolkit

• Aims to embed business transformation into the
  fabric of the organisation
• Providing support to the City Councils ambitions
  for the next five years
• Top 10 in UK for customer satisfaction
• Top 10 in UK for staff satisfaction
• Top 10 in UK for queries resolved at first point
  of contact
• 4 CPA rating
• At least 15 productivity improvement

11
Derby City strategic ICT framework

• Flexible and scaleable ICT framework
• Secure and sustainable environment
• Enables multi-partner collaboration
• Remote and mobile working as a generic,
  council-wide service
• CRM, workflow, KM, EDMS
• Cabinet members working without paper and
  wirelessly

12
Glasgow City - Fuelzone

• Radical change to school meals delivery
• Innovative use of information and technology
• Encourages use of the service and healthy eating
• Cashless catering
• Reward points for choosing healthier foods
• Higher points for the Vital Mix option
• Rewards include iPods, Xbox consoles and cinema
  tickets
• Available in all 29 secondary schools and
  piloting in five primary schools

13
Examples of customer impact

• Bassetlaw DC
• Dudley MBC
• East Ayrshire
• East Riding of Yorkshire
• Glasgow City
• Hampshire CC
• Home Connections Ltd
• Leeds City

• London Connects
• Medway
• Newport City
• Rushcliffe BC
• Staffordshire Connects partnership
• Sunderland City
• Torfaen CBC

14
Bassetlaw - Videoconferencing

• Bringing services to customers across a rural
  area
• Joint district/county council initiative
• Services from the councils, CAB, rural community
  council, schools, learning networks and community
  groups
• Widespread consultation and involvement of the
  community
• Driven by customers and responding to local needs

15
Glasgow VIP on air

• Internet radio station aimed at visually impaired
  people
• Use of technology to empower a severely isolated
  and marginalised community
• Provides access to information and news
• Fully-accessible broadcast studios
• Promotes inclusion and provides employment
  opportunities
• Accessed by people across Europe with visual
  impairment
• Accessible studios learning incorporated into new
  BBC Scottish headquarters

16
Hampshire - CANGO

• Public transport on demand in rural parts of
  Hampshire
• No fixed routes or timetables
• Call the travel centre, or book online, to
  arrange pick-up at an agreed place, time and
  price
• Partnership between county council and commercial
  bus operators
• Bookings interface directly with routing software
• Can divert buses that have already started their
  journey

17
Examples of organisational productivity

• Hampshire CC
• West Lothian Community Health and Care partnership

18
Hampshire OT direct

• Changed access methods and processes
• National drivers
• NSF for older people
• Delayed discharges
• Integrated community equipment service
• Local drivers
• Shortage of professional OT staff
• Long waiting lists
• Inconsistent practice
• Reduced duplication of effort and faster response
• Some self-assessment
• Better stock control
• More professional time for complex cases

19
West Lothian Smart Homes and Housing with care

• Assistive technologies providing some parts of
  the service
• Releases professional staff and the whole carer
  network from simple monitoring allowing them to
  provide better quality services
• Enables people to stay independent for longer
• Reduces delayed discharges
• Provides more options for independent living
• New models of care to address increased demand
  without simply trying to provide more of the
  same

20
Ill know it when I see it

• You will!
• Its happening around the UK, these are the tip
  of the iceberg
• Momentum is growing and many more examples will
  be apparent over the coming months
• Everything that these councils have done you
  could be doing too
• Five detailed presentations over the rest of the
  day

21
Business transformation in a local authority
context

• Mary Wintershausen
• Thanks for listening