2018-2024 ict strategy - harrogate...2018-2024 ict strategy our 2018-2024 ict strategy sets out our...

2018-2024 ICT Strategy

www.harrogate.gov.uk

2018-2024 ICT StrategyOur 2018-2024 ICT Strategy sets out our vision, key values and aims to help enable, support and sustain the council’s Corporate Plan, ensuring that the economy maintains a strong financial position and the borough is a progressive and vibrant place to live, work and visit.

The strategy builds upon the completion of our civic centre, including the successful relocation of the majority of our customer facing and supporting services, as well as the wider infrastructure improvement programme to our other sites.

The continual growth and improvement of public sector digital services and the development of new business opportunities will have a significant impact on the number and types of roles we need, as well as the skills our people require.

As part of the evolving internal and external role that local government should be looking to provide digitally, this strategy includes our ambition and commitment to improve our connectivity layers, such as fixed, wireless and mobile, across the borough through a mixture of public and private sector funding.

Because technology moves at such a fast pace, we will produce a revised strategy to cover the 2021-2024 period.

average online transactions per week

2,100

Foreword

P2 www.harrogate.gov.uk

average visits to our website per week

97,300

number of systems we support

162

number of customers we support and enable

1,400

number of councilsites we support

53

average connection speedfor each council site

308Mbps

average broadband speed for the area

33.1Mbps

laptops and PCs withinthe council

900

telephone handsets754

mobile devices620

ICT Strategy

2024Programme

Asset Management

Plan

Capital Strategy

Housing Strategy

Local Plan

Economic GrowthStrategy

CorporatePlan

Medium Term Financial Strategy

ServicePlans

Team Plans

WorkPlan

Appraisal Objectives,Annual Directorate

Service Delivery Plan

This document

Organisational strategies and plans

This shows how the 2018-2024 ICT Strategy fits into and supports the wider organisational plan.


Our corporate priorities

Our ambition for the boroughTo build on our heritage and be a progressive and vibrant place to live, work and visit

Our ambition for the councilOne council that is customer focussed, commercially driven and fit for the future

Our ambition for ICTCreate and sustain an environment for digital innovation that serves the council and borough, whilst providing excellent services and continual improvement for our customers


Internet of ThingsDigital Staff & Communities

5GArtificial intelligence

Augmented intelligenceRobotics

Garden & Trade WasteConyngham Hall

Support income opportunities

Incubator HubRipon Pool and HousingStation Gateway HCC

UCI Road World Championships 2019Public WiFiLFFN

Sustainable Harrogate Digital Harrogate

Destination Harrogate Commercial Harrogate

Engage

Deliver

Measure

ICT Offer

ICT Strategy

Open Architecture

Digital Infrastructure

ICT FOUNDATIONS

Mobilisers& Enablers

Collaborative& Informing

Data & Intelligence

Commercial & Creative

conversations

Spatial Intelligence

Smart Technologies

User Experiences

The 2018-2024 ICT Strategy and the 2024 Programme

Our 2024 transformation programme

The 2018-2024 ICT strategy will support the 2024 transformation programme by helping to deliver some of the key opportunities, shown below.



Our vision

The council and borough in 2021

Free WiFi across the borough and in all council offices

Our main council applications will use cloud technologies

Increased broadband speeds throughout the borough

Mobilised staff who can access information whilst off site

Flexible systems that allow council staff and councillors to work anywhere

A trained workforce who are proud of the work they do.

An ICT department that enables the council to work more like a business

Systems that are better at talking to each other

Supporting communities in embracing digital technologies

Exploring opportunities that the Internet of Things (IoT) could offer the borough


Our vision

The council and borough in 2024

Machine learning and intelligent applications that are used to help the council make more informed decisions

Extend our customer service offer with Artificial Intelligence (AI) and chat bots

Smart devices, such as air quality readers, installed across the borough, providing real time data that helps enrich our statistics (Internet of Things)

Intelligent systems that detect errors and automatically recover from problems

Rural broadband speeds that are comparable with town connections

ICT’s key values

We always focus on user needs, whether that is a resident, visitor, business, councillor or member of staff.

Help to close the digital divide by supporting residents to improve digital skills.

We will work with our colleagues within the council, the region and therest of local government to learn and share our experiences.

We want our staff to be proud of being part of ICT and focussed onproviding outstanding service to our customers.

We enable and support the council’s transformation programme toprovide more online services as part of a wider, user-focussed and digitalfirst offering. All digital services will be made available in line with ourcustomer’s e-commerce expectations.

We want to maximise the potential of our workforce and grow our owninternal capability for new technologies through investment in them.

We will adopt a cloud computing first approach whenever it makes sense from a security and cost perspective.

We use open Application Programming Interface (API) standards thatwork together to promote openness, portability, reduce vendor lock-inand provide a greater choice of resources in order to lower risk andincrease innovation.

We will support evidence-based decision making through spatial analysis using Geographical Information Systems (GIS).

We will ensure that cyber security principles are embedded in all our projects as part of their initiation process.

Our vision


For our residents, businesses and visitors

For our staff and councillors

For our ICT service

Help to mobilise staff and councillors across the boroughWith 505 square miles of borough to cover, we will use technology that enables staff to work efficiently and effectively, without relying upon paper or fixed locations.

Utilise smart working for staff and councillors to enable them to work more flexibly throughout the borough.

Support commercialisation of servicesHelp our existing commercial entities, such as the Harrogate Convention Centre, the Harrogate Turkish Baths and others to grow their opportunities, as well as supporting new digital business ventures.

Create an informed and collaborative culture

Enable a culture of collaboration and information sharing that will improve efficiency and productivity within the council.

Address any digital divide by supporting people and communities that want to take advantage of technology.

Enable the council to measure through data and metrics

Build performance measurement and continuous improvement into the design of all systems and services.

Connect people across the boroughSupport residents, communities and businesses by closing the digital divide and improving access across the borough.

Deliver future-proof connectivity that supports the organisation as requirements change.

Provide free WiFi in council sites and public spaces to keep people and colleagues connected.

Our vision

ICT’s top priorities

We spoke to key representatives from across the council to understand the challenges that our colleagues and services face. In order to best meet the needs of our customers, we have developed five top priorities that we will address.


Our aims

How we will achieve this

We will engage...with colleagues and customers to understand user needs, so that we design services specifically for the people who are using them

We will deliver...solutions that are secure, resilient, value for money and fit for purpose

We will measure...performance to see which elements are successful and use the information to identify how we can improve

Our three aims will help us to achieve our values and priorities;


Our aims

We will engage

Build new relationships

Work closely with colleagues, customers and other public service organisations to deliver excellent customer service.

Put the user at the heart of any work we do by implementing user centered principles.

Continuously communicate across more channels

Use multiple ways to communicate and collaborate with our customers.

Encourage dialogue and creative conversations across the council and with partners

Build cross-skilled delivery teams that share expertise to help capitalise on lessons learnt from previous work.

Define roles and responsibilities upfrontBe clear on the roles of any project, system or support arrangement as well as clearly stating the responsibilities of all parties.

Create accessible knowledge shares

Promote sharing of knowledge by creating accessible areas where people can contribute information and learn from others.

Provide open data that can be used to help people make informed decisions for services and customers.

Inform and promote the work of ICTContinuously share our work with customers and be open to feedback and constructive criticism in order to help improve our solutions.

Publicise changes to our services so that people feel informed and can get the most out of them.

Develop a programme of future work and make it available to everyoneClearly communicate the work we have planned and any upcoming changes, so that it is clear to colleagues what we are working on and where we are heading.

Share any major pieces of work with our customers to keep them informed and contribute to a schedule of upcoming work.


Our aims

We will deliver

Redefine the ICT service offerBetter understand how colleagues want to work with us, refining how we account for and offer our services.

Begin to move towards a more cloud-based, resilient infrastructure that is scalable for both changing needs and increasing demands.

Capitalise on agile methodologies and continual improvement to promote flexibility, efficency and speed of delivery.

Manage the ICT programme as portfolios for commercial readinessWe will understand the needs of the 2024 programme and invest in people to find and support our commercial opportunities.

Our 5-year delivery plan will demonstrate the commercial opportunities, including the costs to deliver and support any work we do.

We will aim for continual improvement of our work and share what we have learnt with other parts of the council.

Continue to promote data security and information governanceEnsure security and information governance are key priorities for any work we commission, so we are handling data appropriately.

Rationalise our estate to improve supportability, resilience and failoverReduce the number of old, legacy systems that take up significant resource to maintain and work with.

Identify any overlap that our systems may have and aim to utilise what we already have, reducing pressures on supporting multiple systems.

Ensure business critical systems can recover from problems with minimal manual intervention.


Support the delivery of key corporate programmesEnable the 2024 programme and 5 year capital programme by prioritising corporate projects.

Our aims

We will measure

Understand our customersPut the user at the centre of everything we do so that we deliver services with customers and not for them.

Know the demographic that we are aiming to reach, their customer journey and their expectations so that we can tailor our solutions to suit their needs.

Identify impacts on all services and usersUnderstand the implications that any changes will have for services and their users before completing any work.

Reduce reliance between systems so that they are not dependent on each other.

Measure performance of systems to better understand resilience issuesUnderstand how a system should optimally perform so that we can ensure our services are resilient.

Based on activity, know the best times to conduct maintenance to ensure we keep impact to a minimum.

Define what success looks like and share this with everyone

Clearly capture and define what users expect from us so that it is clear how we will meet expectations.

Continue to measure performance once we have implemented a change to make sure we have achieved our aims.

Keep everyone up to date with the work we are doingShare frequent updates on progress, ensuring everyone is kept informed throughout the project.


Summary

Our ambitionStrive for a digital platform that serves the council and borough, whilst providing excellent services and continual improvement for our customers.

Our aimsWe will aim to engage with colleagues and customers, deliver resilient and secure solutions and measure progress and success.

Our valuesFocus on user needs

Encourage an empowered and proud ICT workforce

Utilise cloud when appropriate

Use open standards that reduce reliance on expensive solutions

Work towards providing services that are digital first

Invest in our workforce to enable them to operate with constantly evolving technology

Further collaborate with our public sector colleagues and partners


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Agile methodologiesAgile is a project management methodology, mainly used in software development, that focuses on iterative delivery opposed to more traditionally sequential methods, such as waterfall.

Customer journeyThe representation of a user’s experience when using a service or process.

User centered principlesUser centered design is a methodology that focuses on the user’s experience when developing a solution. Typically user centered design involves processes and principles to get user input and feedback, which is used as a basis for any required development.

Smart workingUtilises technology to allow people to work more flexibly in various locations without the reliance on a specific location or desk.

Glossary

Cloud computingDigital infrastructure that is delivered or accessed via the internet.

5G, Local Full Fibre Networks (LFFN), Internet of Things and WifiDifferent methods of device communication and network infrastructure.

Open Application Programming Interface (open API)A method to allow applications to talk to each other and access the features or data of another system or service – i.e. joining systems, services and data together.


Artificial Intelligence (AI)The use of technology to create intelligence comparible to humans. Examples of this are self-learning, speech recognition and problem solving.

Augmented IntelligenceThe use of artificial intelligence to enhance human intelligence rather than replacing it.

RoboticsThe use of technology to create robots that can complete physical tasks.

Spatial AnalysisData that relates to places, locations and addresses that can be mapped and analysed to gain insights into geographical relationships and support smarter decisions.

www.harrogate.gov.uk

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