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Digital by Default - PowerPoint Presentation

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Digital by Default - PPT Presentation

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

processes digital services customer digital processes customer services transactions mobile corporate service design web default automation process payment information clear solution dbyd

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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