switch project making life simpler scarborough borough council hilary jones
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SWITCH ProjectMaking Life Simpler
Scarborough Borough Council
Hilary Jones
SWITCH: Programme
Scarborough Borough Council
• Innovative use of new digital technology• Demand reduction / reduced cost to serve• Better customer experience• Improved staff satisfaction – right tools to do the job
Aims
• Self Service• Mobile and remote working• Automation / integration• Internal resources with single focus
Enablers
• Not IT project but business improvement• Driven by good insight & understanding or customer
and service delivery• Support “art of the possible” - services in control
Principles
Original Workstreams:– Data Collection / Insight / Performance – Web Development– Document and record Management– Mobile and Flexi working– Single Golden record– Marketing & Communications
Reality: All about redesigning service delivery processes
Scarborough Council
SWITCH Project: Starting Point
• Research and investigation• Clear requirements • Identified what we wanted to deliver• Focus on delivery of “services” not “systems”• Produced outcome based specification• Used G-Cloud (now digital market place)• Reduced time / money spent on procurement process• Provided clear case to elected Members• Ensured confidence that procurement would
meet local needs and EU procurement rulesScarborough Borough Council
Procurement
Scarborough Borough Council
FIRMSTEP: What we invested in and why
•New operating model•All elements integrated•Complete set of tools•User friendly•Develop in-house skills•Reduced cost•Delivery of Self-service•Ability to Integrate•Support remote working
Scarborough Borough Council
FIRMSTEP: What we have helped develop
DASH• Workflow and case management system
for all services and officers• Able to share information and
progress tasks between Council services & multi-agency• Hosted in the cloud to provides web & network access
Mobile Solution• Overcome access to 3G/4G• Meets the needs of staff working out on the area• Security that work would not be lost
• Tiny team – virtual - taken from across the Council• Key issue – getting the right people• Commitment to and passion for shared vision / principles• Co-located – shared space - learning together • Skills and expertise to implement at speed & respond to
service issues• Catalyst to involve all services / developed service
champions• Big Bang – no service left untouched - whole council
culture change – not just pockets of excellence• Supporting continuous improvement - BIU
Scarborough Borough Council
SWITCH:Implementation Team
Scarborough Borough Council
FIRMSTEP Implementation Timescales
Implementation TimescalesApr 2013 Formation of Switch Project Team
Sep 2013 Report to Full Council to procure Firmstep
Dec 2013 Firmstep Kick Off Meeting
Jan 2014 5 Day Training (7 Officers)
Mar 2014 Arrival of New Achieve Forms
Apr 2014 2 processes LIVE in Home Improvement Agency
Jul 2014 Live with Service (F2F channel) and DASH on 27th July
Aug 2014 Live with Service and DASH across all Channels
Aug 2014 CRM turned off 31st August
Nov 2014 Live with new website and Self Service
Scarborough Borough Council
FIRMSTEP Implementation:What have we delivered?
78 New Forms and Processes developed:
35 Live on Self6 Live on Dash (Internal Only)10 with Payment Integrations5 Integrated into IDOX
Lots more still to do….