wwwbassetlawgovuk Digital by Default Bassetlaws Journey Andrew Brammall Strategic ICT Manager The Vision Services that are so good people will prefer to use them while ensuring that those who are not able to go online are given the support they need to do ID: 566786
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Slide1
Digital by Default
www.bassetlaw.gov.ukSlide2
Digital by Default
Bassetlaw’s Journey
Andrew Brammall
Strategic ICT ManagerSlide3
The Vision
“Services
that are so good people will prefer to use them, while ensuring that those who are not able to go online are given the support they need to do
so.”Slide4
What does that mean?
Q. Deploy
Web
forms?Q. Self Service enable the CRM?
Q. Web enable individual applications?Q. IOS / Android App?Q. Contact Forms and Return Calls?
Q. Deploy Live Chat?A. No!Slide5
Problems with Old Processes
High volumes of phone calls and face to face activity
Labour intensive
Website informational, not transactional
Services only accessible 9 till 5
Manual Records and SchedulingManual submission of documents and postage“Stop Starts” in the process
No customer progression updates
No frontline and joined up
intelligence
Low citizen perception of the council’s front door
An IOS app that is not usedSlide6
Exemplar Processes
Focussing organisational thinking on design and how citizens expect to transact
DVLA Car Tax
–
End to end process, including verification and evidence checking, and elimination of original documents / signatures
Asda Home Delivery
– Inventory of goods
and services, shopping basket, payment
and delivery slot booking
Amazon Online Shopping
- catalogue, basket, payment and customer feedback / communitySlide7
Digital by Default Standards
Automation, Self Service and End to End processes
NOT
simply providing web-forms actioned by back officeDesigned for Mobile
Processes accessible and usable on any mobile deviceElimination of “Dual Key-in” Information gathered from self service processes
must be automatically populated into the back-office systems, and known details about customers self populated to current and future
transactions
Processes
should be
intelligent &…
provide
conditional interrogation and adaptive process flows
(
only ask what we need
to)
Automated
Verification Checking
Where
supplementary evidence is required, these should be made electronically, either by image attachment / upload, verification with back office systems, or by Risk Based software
systems.
Underpinned
by clear corporate governanceSlide8
Avoiding “Digital by Deception”
“
Submit form and someone will contact you
”“Print this form out, sign it, then mail it to us”
“Post original copies of your documents to us”Dual entry (manual input of forms)
“Digital Facades” to old webpages Web enabling as-is processesLike for Like digitising of a physical form
Dominance of Informational over
Transactional
“Nearly
Digital”
standards for processes not
DbyD
at launchSlide9
Processes with the Greatest Impact
Missed bin and re-arranging collection
Medical waste collection and replacement sharps bins
Bulky Waste Goods (including payment, and booking/scheduling)Booking and progress of new or replacement wheelie bins
Council Tax Setting up a direct debitBenefits – Claim and Claim ProgressPlanning Queries – various , automated through IDOX
Comments and ComplaintsCouncil Tax Payments (including account balance and transaction queries)Council Tax Transaction QueryPayments
These Transactions account for 80% of the Person to Person transactionsSlide10
Corporate Support is Key
Clear
business case with ROI
Clear
focus on improving the lives of citizens, while delivering automation, efficiency and large realisable savings
Big
bang maximum
impact
Unified corporate
approach
Stand apart from
the
crowd
Early win on open
data site
Lots and Lots of Technology Evangelism!Slide11
Critical Success Factors
A single corporate led project (not service led
projects)
Clear
Goal: Full Fat Digital, not Digital by DeceptionStrong unified political and corporate commitment with focus on quality not
time and recognition of the project potentialCommitment of resources to single corporate project and solutionClear DbyD Design Standard and Design
AuthorityBusiness
involved
in process
mapping & redesign
around Digital
Standards
The right
people, right supplier, right productSlide12
Solution and Supplier Choice
Supplier with shared vision and understanding of
DbyD
No re-packaged CRMs, patched together web interfacesNo “it
can’t be done” or “that’s not what other Councils are doing”No re-branding it “Digital by Design” or “Digital First”
No being sold what the suppliers wanted to sell us, or compromising Design PrincipalsA number of big players admitted their product wasn’t up to it.Solution needed to be powerful, affordable, adaptable, easy to deploy…..
Meritec’s Enterprise System Builder (ESB)Slide13
Solution Deliverables
Single Customer Account and History for all
processes
Single Customer Information HubMigration of Existing Internet and Intranet to new
CMSOnline Payment Module Integration (+ Mobile Device)Designed for Mobile Website & “The Bassetlaw Button
”All transactions and information wikis button drivenCustomer Survey, satisfaction and transaction monitoringDigital Design Skills Knowledge
Live Chat
Customer Services / Assisted Digital
Culture
“Omni Channel” consistent solution for
online
and
assisted digital services alikeSlide14
Phase 1 Processes
Benefit Application
Direct Debit
Setup
Waste Services Commissioning
MOT Testing
Online
Comments and
Complaints
Online Payments + Balances,
Transaction
History and Mobile
Enablement
Market Traders Mobile Payment and
Accounts
IDOX Planning Self Service
Integration
Replacement of all remaining email,
telephone
links,
pdf
downloads, and
webforms
with “Nearly Digital Processes”Slide15
Benefits / Outputs
Fully Digital by Default for the
largest transactions
and “Nearly Digital” for all other transactions
Customer Information Hub provides “Assisted Digital”Mobile access to services any device, any location
Reduction in face to face transactions
Increased back-office
automation
Open
Source
Allows
rapid
deployment
of
new
services to be
“
digital by default
”
Governance
mechanisms for on-going service
development
Customer
Information Hub and Single Customer Account
interface
provides high quality, rich, customer intelligence for both customer and councilSlide16
Phase 2 Processes
Benefit Change of Circumstances
Business,
Landlord and Partner AccountsPlanning advanced automation with IDOX
Apply DbyD to Nearly Digital ProcessesCase Management (Members, Economic Development, Legal etc.)Tree Safety Management
HomelessnessEnvironmental Health ProcessesTown Hall EventsMembers GrantsInternal process automation…Requests for Phase 2 Prioritisation Coming in Thick and Fast!
Slide17
Take a test drive…
www.bassetlaw.gov.uk
www.data.bassetlaw.gov.uk