it enabling local government change

www.eduserv.org.uk

IT, enabling local government changeA case study with Bristol City Council

Ian Gale, Bristol City CouncilAndrew Hawkins, Eduserv

Where we are

And where we are heading

Personal Online

9 to 5 24 x 7

Silos Collaboration

Inflexible Agile & Mobile

Reactive Preventative

BUSINESS

CHANGE

CHANNEL SHIFT

HIGH AVAILABILITY

INTEGRATED SERVICES

SPEED

INTERVENTIONS

Is IT and enabler?

Digital vs IT ?

Digital

ICT

New Online Services

Inflexible Legacy

Digital vs IT ?

Digital

Innovative Services

Integrated Legacy

ICT

Lets hear about Bristol City Council

Business Change & ICT

Service Delivery & Integration

Bristol City Council



The Business Challenge


Savings - £90m over three years Building rationalisation Reducing headcount Improving efficiency Maintaining front-line services Increasing demands Digital services



Accommodation Strategy



Accommodation Strategy From this….

Messy Territorial Silo’ed Expensive



Accommodation Strategy To this….

Open Plan Hot-desking Collaborative spaces Drop-in space



Achieved by IT enablers Dell Laptops for all Full Wi-Fi Coverage MS-Lync for messaging Cisco Remote Access

VPN Video Conferencing -

internal and external Epson Wi-Fi Smart

projectors Unified Comms



Empowering citizens through Digital Services


Service Delivery & Integration 15



One Zone – high profile and high propensity to self-serve

By the end of day one 97 applications had been successfully processed on-line

~ 65% applied for on line.

Previously :

45 minutes per application processing time

10 days elapsed time per request

Would only be possible through Digital Services



New and improved student online form

Previously students had to go online, print off this form, complete by hand and post to us with a photocopy of their Student Certificate

Now students can apply on-line and attach evidence of their certificate to this application. The form was successfully implemented on the 23 September 2014 and so far we have received well over 1,000 applications from this channel



On-line application form for Older Persons bus pass, checking customers identity/age and address is live

Within the first 2 weeks we had 33 successful applications

Positive customer feedback via the online feedback form included: “It's great; although entitled to a bus pass, I am still working and find it difficult to visit a local office.”

This change has:

Reduced paper handling in the back office

Created choice for the customer to apply on-line

Improved the customer experience, with forms developed based on citizen feedback

We expect

Prevented around 2400+ visits by customers to the CSP

Prevented (or reduced) 400+ original documents from being posted and returned to customers by special delivery (saving time and money)

Concessionary Travel



Agile Approach

DiscoveryDesignDeploy

Sprint 1



Sprint 2 Sprint 3


Sprint 1



Sprint 2 Sprint 3


Sprint 1



Sprint 2 Sprint 3

Cohort 1

Cohort 2

Cohort 3



Summary

Technology has enabled new ways of working

New ways of working have enabled technology

it enabling local government change

Government & Nonprofit

demands digital services

digital vs

online feedback form

frontline services

improved student online

bristol city council

high propensity

application processing