assessing your organisation’s digital...
TRANSCRIPT
![Page 1: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/1.jpg)
Assessing your organisation’s digital maturityDATE: 12/2017
CONTACT: ISABELLA WALLINGTON
![Page 2: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/2.jpg)
Digital works, it transforms, it makes it easier for business, easier
for government.
“
Hon Malcolm Turnbull MPPrime Minister of Australia
![Page 3: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/3.jpg)
3
WE ARE THE DIGITAL AND DESIGN COMPANY FOR PUBLIC SERVICES.
For nine years we have been working with
government to transform public services,
designed around the people that use them,
supported by digital.
Over that time our team has worked with more
than 150 clients - local public services in the
UK, state governments in Australia, and central
government departments around the world.
What makes FutureGov exceptional is the size
of our networks and the strength of our
relationships in the public sector - we are
connected to some of the most senior people
in government and have made a global impact.
Our clients benefit from the scale of our
ambition and our ability to bring together
design and digital both at a strategic level with
our thought leadership, as well as in practice
through the projects we deliver.
![Page 4: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/4.jpg)
4FUTUREGOV
WE WORK WITH PUBLIC SERVICES IN THREE KEY AREAS…
DIGITAL MATURITY, DISCOVERY AND STRATEGY
Understanding the digital-readiness of your organisation and planning your future digital
transformation activities.
LEADERSHIPAND CAPABILITY BUILDING
Helping your leadersand teams achieve more with
digital and ensuring your workforce is ready.
TRANSFORMATIONDELIVERY
Delivering on better public services through uncovering
user needs and experience and transforming services through
user-centred (re)-design.
![Page 5: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/5.jpg)
PUBLIC SERVICESIN THE DIGITAL AGE
Let’s talk about
![Page 6: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/6.jpg)
Modern public services.
Designed around the people who use them.
Supported by best-in-class organisations and digital infrastructure.
![Page 7: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/7.jpg)
7
WHAT DOES A DIGITALLY MATURE COUNCIL LOOK LIKE?
DIGITAL AT THE HEART OF ORGANISATION STRATEGY
PROCURE ACCORDING TO SERVICE STANDARDS
SERVICES DESIGNED AROUND THE NEEDS OF USERS
EMBEDDED DIGITAL SKILLS & TALENT ACROSS THE
ORGANISATION
AN ORGANISATION THAT WORKS LIKE THE INTERNET
EMPOWERED TEAMS WORKING WITH SHARED STANDARDS
PRODUCTS & SYSTEMS THAT ENABLE USERS AND STAFF
DATA-DRIVEN TO MAKE BETTER & FASTER DECISIONS
![Page 8: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/8.jpg)
8
START BY DESIGNING WITH SYSTEM-WIDE IMPACT IN MIND
![Page 9: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/9.jpg)
9
FutureGov has developed a digital transformation offer for local government currently being tested and implemented across London and county councils in the UK.
Digital Maturity AssessmentUnderstanding the digital-readiness
of your organisation
Vision and Strategy
Setting the ambition and the tactics to achieve it
TransformationDelivery
Delivering on better public services
Capability Transfer Getting your
workforce ready
Roadmap & Business Case
Planning your future digital transformation activities
Leadership Advisory
Helping your leaders achieve more with digital
OUR DIGITAL AND DESIGN TRANSFORMATION OFFER
![Page 10: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/10.jpg)
The first stage in any digital transformation programme is to understand the digital readiness of your organisation. We’ve designed a Digital Maturity Assessment that helps you work through how close you are to reaching your digital ambitions. It gives you a way to move forward pragmatically by lifting the lid on a range of factors relating to digital readiness of your organisation — from technology to culture, capability to governance.
We run a series of workshops with end users, front-line staff, managers and leaders to explore current thinking on digital technology and discuss existing digital services, infrastructure, data, capability, culture and governance.
As a result, we visualise how digitally mature each part of the organisation is and how ready it is for change. It also help you to identify the inconsistencies between various services and give your organisation the
confidence to make critical decisions needed to deliver better public services.s. Based on this work, we’ll create a realistic plan together that helps your organisation to move forward collectively.
Step 1Digital Maturity
AssessmentUnderstanding the digital-
readiness of your organisation
10
PURPOSE ACTIVITIES
![Page 11: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/11.jpg)
HOW DO WE ASSESS DIGITAL MATURITY IN LOCAL GOVERNMENT?
11
Level of complexity
Level of ambition
SYSTEMATIC
CHANGE
DISCRETE
CHANGE
E.g. paper forms, letters
Paper-based
Practice
For our users:“This is frustrating and old-fashioned.“
1
E.g. digitise an existing
paper form or report,
put PDFs on website for
download
Paper Online
For our users:“It kind of helps but I have to overcome quite a lot of difficulties.”
2
E.g. faster payment,
online application
Digital for Service
Improvement
For our users:“That was easy and fast.“
3
E.g. SH24, Taskrabbit
for care
Digital for Service
Transformation
For our users:“The Council is meeting my needs very well.”
4
Digital for Council
Transformation
For our users:“Everything feels intuitive and considered.”
5
E.g. new capability and
operating model
![Page 12: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/12.jpg)
12
How digital are ECC today?
Level of complexity
Level of ambition
SYSTEMATIC CHANGE
DISCRETE CHANGE
E.g. paper forms, letters
Paper-based PracticeFor our users:
“This is frustrating and old-
fashioned.“
1
E.g. digitise an existing paper
form or report, put PDFs on
website for download
Paper OnlineFor our users:
“It kind of helps but I have
to overcome quite a lot of
difficulties.”
2
E.g. faster payment, online
application
Digital for Service Improvement For our users:
“That was easy and fast.“
3
E.g. SH24, Taskrabbit for
care
Digital for Service TransformationFor our users:
“The Council is meeting my needs
very well.”
4Digital for system-wide TransformationFor our users:
“Everything feels intuitive and
considered.”
5
E.g. new capability and
operating model
CITIZEN SERVICES & PRODUCTS
INTERNAL SERVICES & PRODUCTS
GOVERNANCE (E.g. digital leadership and ownership,
decision-making process, governance
structure and style for digital initiatives,
etc.)
INFRASTRUCTURE (E.g. server, wi-fi, data platform, tools,
system procurement, system/platform
integration, etc.)
PEOPLE & WAYS OF WORKING(E.g. capability, skills, ways of working
i.e. collaboration with service/ ICT/
data teams, agile methodologies,
workforce scalability, etc.)
DEVICES & CHANNELS(E.g. mobile working, citizen service
services, communication channels i.e.
fact-to-face, phone, online, etc.)
VISION & STRATEGY(E.g. vision, mission, purpose/driver,
strategy, etc.)
The tool to help plot your organisation or service
![Page 13: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/13.jpg)
13
Digital Maturity Assessment - Understanding the digital-readiness of your organisation
Digital Self-Assessment Toolkit
Digital Maturity Diagnosis Result
OUTPUTS
![Page 14: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/14.jpg)
14
PURPOSE ACTIVITIES
Defining your digital vision is harder than it sounds -- there is no one size fits all. Each city (and its citizens) will have different digital needs, challenges and ambitions. Adopting a design approach to vision setting we’ll articulate the problems you need to solve to help set a shared vision.
The outcome of the earlier maturity assessment will help us identify the things that need to happen/change to reach those goals. This is the first part of any strategy formulation.
Working with your senior teams, we’ll create an honest space for reflection that allows us to really understand the problems. We’ll use this space (interviews, workshops) to facilitate an understanding of how digital can help enable solutions and together figure out what the activities are that we need to undertake in order to get there.
Bringing insights and inspiration from global, national and local leaders we’ll start to challenge assumptions, work together to set a vision and most importantly
carve a way forward through an incremental and iterative approach.
A vision won’t travel far if not communicated. We can help design artefacts and a communication plan so that this new shared vision can be felt and actioned throughout across councils.
Vision and Strategy
Setting the ambition and the tactics to achieve it
![Page 15: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/15.jpg)
15
Vision and Strategy - Setting the ambition and the tactics to achieve it
Inspirations & Best Practice Draw inspirations from local, national and international digital leaders.
Digital vision and strategy That is tailored for your organisation and ready-to communicate to staff at all levels.
OUTPUTS
![Page 16: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/16.jpg)
THE JOURNEY TOWARDS AN ORGANISATION THAT IS ENABLED BY DIGITAL.
![Page 17: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/17.jpg)
17
Level of complexity
Level of ambition
SYSTEMATIC
CHANGE
DISCRETE
CHANGE
E.g. paper forms, letters
Paper-based
Practice
For our users:“This is frustrating and old-fashioned.“
1
E.g. digitise an existing
paper form or report,
put PDFs on website for
download
Paper Online
For our users:“It kind of helps but I have to overcome quite a lot of difficulties.”
2
E.g. faster payment,
online application
Digital for Service
Improvement
For our users:“That was easy and fast.“
3
E.g. SH24, Taskrabbit
for care
Digital for Service
Transformation
For our users:“The Council is meeting my needs very well.”
4
Digital for Council
Transformation
For our users:“Everything feels intuitive and considered.”
5
E.g. new capability and
operating model
We help organisations work through how closethey are to reaching their digital ambitions.
![Page 18: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/18.jpg)
18
“…assessing ourselves from a user experience perspective; mapping it out and seeing if we can move from paper based to actual service transformation.”Participant working in a council
“I think the value of this model is its simplicity…It is the first step before putting the effort into things like skills, leadership, technology, etc.”Participant
“It is about creating a mindset to know what’s beneficial and why the organisation needsto adopt these processes, otherwise implementation of any sophisticated systemcan be a failure.”Participant
Open State Event 2017
…in Adelaide
![Page 19: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/19.jpg)
19
Greater London Authority
…in London
“Technology enabled transformation has the potential to make public services more effective by designing services around citizen need, enabling speedier, simpler interactions and greater adaptability.”
35 partners looking to accelerate change cross London Boroughs. Assessing the Digital Maturity of London councils and designing a London Office of Technology and Innovation, enabling councils to transform services together
![Page 20: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/20.jpg)
20
A sense of London’s digital maturity and an Ambition setInput from more than 20 boroughs: • A survey of 16 leaders (half CEOs half
CIOs) from 12 councils • 4 workshops with 60 participants • Leadership level conversations with
CEOs, CIOs and more from 10 councils
![Page 21: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/21.jpg)
21
Municipal Association of Victoria
…and in Victoria
FutureGov has starting working with the MAV and Council representatives to encourage shared thinking and build capacity to transform services across councils.
We want to go further faster by uncovering opportunities to collaborateacross the state, starting with a digital maturity assessment and a transformation roadmap.
![Page 22: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/22.jpg)
WHAT’S NEXT FOR VICTORIA?
![Page 23: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/23.jpg)
23
How could we start… • Engage between 10-20 councils from
across the state to participate in a digital maturity assessment process with us (coordinated via the MAV).
• We could create a picture of the state of play across Victorian councils in relation to Digital Maturity based on this critical mass.
• From this we could create a high level roadmap for the state identifying opportunities to collaborate across the sector to go further faster and share investment an resources.
• The MAV can use this to influence further joining up around digital transformation across the state and to invite State Government support to implement.
What we’d love to do next in Victoria
We would like tocollaborate with you
to bring the sector togetherto think about digital
transformation and collaborateacross VIC councils
![Page 24: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/24.jpg)
A high level plan
24
A Rapid state-wide assessment and roadmap report - $10-15K per council (depending on number of councils)
We will: • survey senior leaders including CIO’s, CFO’s and CMO’s • hold 4-6 workshops - attendees should include senior management from key business areas, others based on service areas
and including a mix of business unit managers and frontline staff. • directly interview senior leadership and digital champions across councils. • co-create a Shared Digital Vision for the State and a high level transformation roadmap identifying opportunities to
collaborate.
Jan 2018
CURRENT STATE
Run a digital maturity diagnosis with leaders and
teams
March 2018
HOW WE WILL GET
THERE
Co-design roadmap and
principles to enable teams to deliver
Feb 2018
IDEAL STATE
Articulate a shared digital
vision that is unique to Victoria
![Page 25: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/25.jpg)
SOME SUCCESS STORIES
![Page 26: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/26.jpg)
26
THE CHALLENGE FG APPROACH
Nottinghamshire recognise that digital is rapidly defining how nearly everyone lives their lives and that many of their services were designed before the internet was born. This project presents the chance to look afresh at how we design services to better meet user needs and achieve the goals of the council.
We are working with Nottinghamshire to articulate their ambition for using digital, in its broadest definition, as an enabler of transformation. Our service designers are working in partnership with colleagues in the transport and children’s disability service, supported by people from NCC’s projects, digital, comms, customer and ICT teams.
Through rapid discovery, design and prototyping we will put forward proposals for how a user-centred and design-led approach can identify savings and improve services. We will also look at how well prepared the organisation is to change their way of working.
Digital Vision & Strategy
Service Review & Roadmap
1 Innovation
Lab
2 Delivery
Exemplars
4Lunchtime sessions
Nottinghamshire County Council
Redesigning Services for the Digital Age
6Months
£90,0002
Extended leadership sessions
Digital Maturity
Diagnosis
![Page 27: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/27.jpg)
27
The project is underway, but we have already carried out:
• Staff education sessions on digital, user research and service design (150 people)
• Workshops with CLT and senior managers to assess the organisation’s digital maturity
• User research with transport providers and families using the integrated children’s disability service (ICDS)
• Mapping the transport ecosystem in Nottinghamshire
• Analysis of process and pain points in the ICDS
Identifying up to
£10m in
savings
THE RESULT
![Page 28: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/28.jpg)
28
THE CHALLENGE FG APPROACH
North East Lincolnshire is an ambitious organisation. They recognised that digital is at the heart of any future transformation. The aim of this project was to quickly look at everything that constitutes a digitally mature organisation and make clear recommendations on where to get started.
We facilitated open and honest conversations with front line staff, senior leaders, councillors and partners. Using the FutureGov Digital Maturity model we visualise how digitally mature different parts of the organisation are. This considers both how the service is experienced by citizens, but also the tools and processes used by staff.
The end user The outputs of this process sets North East Lincolnshire Council on the path to reimagining citizen-centred services
The council A clear articulation of the council’s digital maturity and a plan for what they will do next
OUTCOMES FOR …
Digital Vision & Strategy
North East Lincolnshire Council
A Digital Maturity Assessment Your Organisation Can Act Upon
3Months
£35,000 Digital Maturity
Diagnosis
Top100leaders
workshop
![Page 29: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/29.jpg)
29
Since the initial phase of work, FutureGov have been invited back to work through the outcomes from phase one. This has led to a £250k contract of work to fundamentally redesign the major services (those with significant overspends and failing outcomes for users) and build capabilities in the organisation to continue our work when FutureGov leave. The approach is very focussed on the
NE Lincolnshire have signed up for FutureGov working across health and social care, transport and services for children with disabilities. One of the councils on the edge of the UK is starting to lead the way in digital transformation and FutureGov are proud to be at the heart of that change.
THE RESULT“The digital maturity assessment has given not only the leadership team, but the whole council a lot to think about in delivering the best for our communities. The FutureGov approach is very refreshing and engaging and has been of considerable benefit to us — we have a clear vision and some practical principles for moving ahead with an ambitious digital strategy for North East Lincolnshire”
- Rob Walsh, Chief Executive, North East Lincolnshire Council
"
"
![Page 30: Assessing your organisation’s digital maturityfutureoflocalgovernment.org.au/files/2018/02/item_10_vic... · 2018-02-07 · understand the digital readiness of your organisation](https://reader034.vdocuments.mx/reader034/viewer/2022042300/5ecaa24a2afd514a2f5c1821/html5/thumbnails/30.jpg)
WEAREFUTUREGOV.COM
Isabella Wallington Head of FutureGov Australia
THE WORLDCAN’T WAIT FOR GOVERNMENT