Ready

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Ready
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Staffordshire Connects

• Socitm Business Transformation

Sharing CRM across a sub region
Tim Chesworth, Programme Manager
Monday 20th February 2006
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• Whats in store?
• Drivers for change
• Change leadership
• Achievements
• What we learned
• Whats next?

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• Drivers for change
• Realisation of Partnership Vision (pre-dating
  ODPM partnership funding)
• the seamless delivery of joined-up services that
  afford the customer a consistent, high-quality
  experience, irrespective of location
• Citizen-centric realisation of Vision
• Achievement of economies of scale in
  implementation of shared infrastructure
• Improvement Agenda

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Drivers for change

• BVPI 157
• Priority Service Outcomes
• 70 demand for telephone access
• Typically up to 30 lost calls
• Low out of hours provision
• 133 access points not joined-up
• 5 public use e-mail websites

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Change leadership
Partnership between Cannock Chase District
Council East Staffordshire Borough
Council Lichfield District Council Newcastle-under
-Lyme Borough Council South Staffordshire
Council Supported by Staffordshire Police
Staffordshire Parish Councils
Association Stoke-on-Trent and Staffordshire
voluntary organisations (SCIO) Stoke-on-Trent and
Staffordshire Fire and Rescue Service
Stoke-on-Trent City Council Stafford Borough
Council Staffordshire County Council Staffordshire
Moorlands District Council Tamworth Borough
Council
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Leadership management
Joint Committee (Sponsoring Group) Comprised
of 10 Member e-Champions 10 Officer e-Champions
Officer Programme Board Comprised of 10 Officer
e-Champions (Chair operates in rotation)
Core Programme Team Programme Manager
Technical Quality
Assurance Communications Manager Client-side
support/development Legal programme support
Information Security Manager
PRINCE 2 Project Boards
e-Service Development Project
Consultation
Staffordshire GIS
Develop e-Government Strategy
Pilot Local Link Newcastle
Broadband Network
e-Payments
Programme Information Portal
e-Procurement
Authentication/Smartcards
Joined-up Directory
Virtual Contact Centre
e-Voting
Access Channels Strategy
Standards and Security
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Funding the vision

• Core budget - funded by equal 1/10 contributions
• Programme budget for projects
• ODPM Funding 1.47m 350k
• Not all partners contribute to all projects
• Equal contributions for small/med sized projects
• Contribution based on population/services for
  major projects e.g. CRM (23.5 SOTCC SCC 20)

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Achieving the vision

• Consultation
• Joined-up Directory
• Staffordshire Broadband
• Security Policies Guidelines
• CRM, Telephony Citizen Self-Serve
• BPR Data Capture
• e-Payments
• MSA Project (Spatial data)
• Shared Services New Vision

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Joined-up Directory

• The ultimate communications tool!
• All 10 partners - Staffordshire Police
• Quicker service delivery
• E-mail addresses and telephone numbers
• Names, service areas, generic headings

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Joined-up Directory
A local innovative project to improve the
efficiency with which public sector employees are
able to communicate with each other, across
agency boundaries (1,800 searches a month)
Council
Council
Partner
Directory
?
http//contactlinks.staffordshire.gov.uk/ldap
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Vic Falcus receives award in Cannes.
Broadband Project
Best Corporate IP Network of the Year
The county council was the only public sector
organisation short listed in the Best Corporate
IP Network category. In winning the award, the
county outshone banks and other multinational
organisations from Germany, Italy, Russia and
Norway.
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Sub-Regional CRM - Hardware Configuration
IBM P615
Internet / local users
Tape back-up
IBM P650
IBM P650
Stafford
2nd Production
Fibre connect
Active processors
Active processors
1st Production
Shared Storage
IBM P615
Spare
Spare
Active processors
Training
Broadband 100 mbs
IBM P650
IBM P650
Stoke
Disaster Recovery/ Dataguard
Fibre connect
Active processors
Active processors
Development Test
Shared Storage
Spare
Spare
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Customer Contacts
Digital TV/SMS
Kiosk
Phone
Web/email
Face to face
Letter
Customer Service / Administration Teams
Central Reception
Local Offices/TIC other receptions
Direct to Teams (DDI/ivs/mobile)
Switchboard
Leisure
Land Property
Revs Bens
Finance
Bespoke
Back Office Systems
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Customer Contacts
Digital TV/SMS
Kiosk
Phone
Web/email
Face to face
Letter
Interactive Website
Shared Delivery
Electronic Scanning and Archiving
Contact Centre
Customer Relationship Management System
Land Property
Revs Bens
Finance
Leisure
Bespoke
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Achievements - CRM

• More than 68,000 transactions from Sept 04 to
  Dec 05 (but most partners not live until summer
  05)
• Common Service Requests Developed
• Average of 78 SRs live per authority
• Usage of system will rise as more SRs are
  uploaded
• One partner still to go live
• Citizen self serve go live in March 06

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Modelling Benefits Totals
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Leek Councils Connect One Stop Shop
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Achievements - Improved Customer Satisfaction

• SMDC - Overall service
  98 in Oct 04 100 in Oct 05
• SOTCC The service is a lot better than before
  when I had to wait to be called back or even find
  that my job had been lost
• LDC Household waste collection
• 78 in Apr 04 87 in July 05

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• Achievements savings
• Excluding ODPM Partnership Grant capital
  saving 2.51m
• CRM 1.5m
• e-Payments 312k
• Consultation 250k
• Joined-up Directory 200k
• Legal costs 200k
• Partnership procurement costs 50k

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Achievements - Improved
Partnership Working

• Customer Services Managers Group (addressing
  Transformational Government leveraging benefits
  from CRM)
• Business Matters National Project (led by
  Lichfield DC, developing single business account)

12 partners improving capacity in 5 key areas
4 partners enabling citizen self administration
of data
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Not a panacea! The issues

• On-going agenda (Transformational Govt)
• Not been done before!
• Slow difficult (uncertainty)
• Differing degrees of buy-in
• Different starting points timescales
• Common development
• Security management
• Procurement suppliers
• Competing resources
• Recognition

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Key learning points

• Chief executives/member commitment
• Establish robust constitution
• Structured methods use MSP/P2
• Allow partners to opt in or out of projects
  proceed at own pace budgets
• Take your partners with you but dont coerce them
• Build once, use many times manage carefully
• Off-the-shelf products arent enough provide
  development support

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Key learning points

• Know what you want to do ensure its what the
  public needs
• Infrastructure is means to an end not end in
  itself
• Communicate widely

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What would be done differently?

• Use experienced supplier
• More staff resource (technical, network, trainer
  user expert)
• Allow more time
• Agree future blueprint (development)
• Agree hosting partner for support
• Get Another Job!!!

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Summary

• Before
• 10 councils in splendid isolation
• Silo mentality within and across councils
• NO common vision
• NO common services
• Limited joint efficiencies

• After
• Strong and sustainable partnership
• Staffordshire Connected
• A shared vision
• Working towards two- tier service delivery
• Major efficiencies

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Future Potential Areas

• Payroll
• Procurement
• Business Continuity
• Revenue Collection

• Shared out of hours
• Street Scene Services
• Mobile Working
• Telephony

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Final Thoughts

• Benefits and benefits realisation is at the heart
  of achieving efficiency
• Through partnerships we have the opportunity to
  build once, use many times
• Working together builds up trust and credibility
  bid for capacity building funding succeeded
  because we can prove delivery
• Staffordshire Connects proves that the whole is
  greater than the sum of the parts, only time that
  
• 1 1 3!!

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• APSE Partnership Working winner 2005
• Beacon Status short listing 2006

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Discussion Questions

• Contact
• tim.chesworth_at_staffordshire.gov.uk
• Office 01785 827203
• Mobile - 07773 791043
• www.staffordshireconnects.gov.uk

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Ready