Service design and

transformation

Faith La Grange & Ellen Wilson

June 2020

Question time

1. Are you using Digital Collaboration tools for external consultations with Children’s & Adults Services clients?

2. Are you planning on using these moving forward?

3. Are you going to bring your contact center back into the office?

4. Is your Council planning on re-opening all offices?

Microsoft’s post Covid 19 survey

Areas of innovation

Digital

Democracy

Shielding the

vulnerable

Community

engagement

Mortuary

planning

Transparent

communication

Agile Service

delivery

States of Jersey, BCP and Kent

Parliament & Remote Council meetings on Teams

Customer Services on Teams

In your words…

“Teams has made such a difference across the council. Elected members, senior officers, and operational teams are all continuing to deliver for citizens using this transformational digital technology.”

• Brendan Murphy, Glasgow City Council

Southwark and Lewisham& Aberdeenshire Council

• Southwark & Lewisham’s Vulnerability hub solution developed over a matter of days as requirements became clear and deployed with 24 hours

• Lewisham and Southwark were the first to deploy in the UK

• Aberdeenshire used Teams solution to manage contact between shielding individuals

• Developed over a few days

Salford & London Borough of Croydon

Virtual hubs help people with disabilities connect

Somerset D2A app

• Increased need for hospital beds during pandemic

• Discharge to Assess app identifies providers with capacity for patients to leave hospital

• Part of Somerset’s co-ordination hub

• Provides a live view using Power BI and Microsoft Cloud

In your words…

“I’m delighted to see that this innovative use of data has replaced the manual process of having to telephone providers. This was a very time-consuming process and we can now efficiently increase bed capacity in hospitals”.

• David Huxtable, Cabinet Member for Adult Social Care, Somerset Council

Swansea Council

• Domestic Violence Support Virtual agent

• Allows citizens to engage with it 24hrs/7days a week.

• Provide guidance on how to stay safe during this time and or incident

• Give information about local service close to you and contact numbers

• Can be deployed with zero code and minimal effort

• 1 hour build.

Durham’s Microsoft Teams over 90 Days

• The increase in meeting has been steadily increasing

• The chat have been constant

• The increase in calls has also been steadily increasing

Durham Council

Connecting Scotland

Fife Council

• Virtual Desktop experience for all staff based on a tiered approach. “Office experience at home”

• Office 365 only or windows experience if access to LoBsolution needed

• Moving forward virtual desktop is going to be used as Business Continuity solution

What’s next?

Thank you.

Faith La Grange

(faithla@microsoft.com)

Ellen Wilson

(elwilson@microsoft.com)

Covid 19 best practices

Birmingham • Emma to provide

London examples•• Waltham Forest: • Power apps for vulnerable hubs • Loving the service• Azure teams and teams telephony•• LAMBETH • Using power apps for. Talking to Emma Broom to check projects . Closter to them from a power apps perspective• Power apps to manage vulnerable people. Love the services and are looking at three other projects• (Central Capital projects • Leap - Lambeth early action partnership) LC, NHS, give children age 0-5 best start in live. Azure Power BI and Apps • Data teams within •• Barking and Dagenham• Agylisis for Powre apps for vulernable people. Managing bin colleaction•• London Borough of Merton• Use Agilisys for vulnerable people's program. Looking at Power apps for 2 scenarios.

Covid 19 best practice

Bury council – Power app • Bury Council, in conjunction with Microsoft and

ANS, have produced a Power Apps based mobile/tablet friendly application which helps to manage the flow of requests coming into the council with formal and volunteer responses to support people in need. The application allows for work to be prioritised, and tracks when people's requests have been addressed. Here is a brief demonstration of the app: https:// www.youtube.com/watch?time_continue=2&v=EvZuZgikx70&feature=emb_logo. If you’d like more information, then please contact one of the team: Ed.Knowles@ansgroup.co.uk; Adrian.Woodrup@ansgroup.co.uk;

Kensington – volunteer matching • Hitachi have co-designed with Royal Borough

of Kensington and Chelsea a free application to help local authorities manage, engage and report on those most in need. The app can be used by any authority to manage and maintain contact with the identified vulnerable cohort, undertake basic needs assessments, track outcomes, monitor and track inbound and outbound communications and deliver structured reporting. Here is a brief demonstration of the app: https:// www.youtube.com/watch?v=EXjBjQdOu3I. The Hitachi team have asked that should you be interested that you fill out your details here –so that they can keep track of those who are interested:

Remote working: impacts on your employees

The watercooler effect

Flexibility requires inclusivity

Monitor meeting spikes (10%

meeting spikes)

Embrace flexibility but beware of

always-on culture

Shorter meetings increased while

longer meetings decreased

Virtual lunches and happy hours

Balancing work and life under one roof

Shifting, stretching into the

evenings

Workweeks grew longer, and

after-hours collaboration

increase

After-hours instant messages

surged.

For some employees, weekend

collaboration time tripled.