TransformationTechnologyMay2012

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					      Transformation through Technology
                 24th May 2012
Transformation through Rethinking and Better IT
      fresh thinking to delivering better IT

• Introduction – a passion to make a difference
• Our Story – working with Blackpool Council – Customer First
• Our Approach – Doing and Achieving Better ICT
• The Learning
• Why Pentagull?
Phil Baron
                                  Current role
                                                                                                  •   Phil has recently led and supported the ICT element of
                                  Phil is an ICT and local government specialist working both         the Building Schools for the Future programme looking
                                  as a consultant and a director of newly formed technology           at a range of solutions for managing ICT within schools.
                                  company. Phil has worked for the last 14 years with                 The focus changed due to announcements from central
                                  Blackpool Council at the senior management level covering           government and Phil was able to shape the revised
                                  a range of responsibilities from ICT, customer services and         contract to provide the best options for the schools and
                                  leading on a number of organisational-wide change                   the CSA.
                                  programmes.
                                                                                                  •   Helped to save £3 million over 5 years for Blackpool
                                  Experience                                                          Council with the introduction of an in-house delivered
                                                                                                      IP digital telephony service including contact centre
                                  Phil has 25 years’ experience working within ICT in local           call handling technologies. A range of options were
                                  government at the strategic, tactical and operational               looked at including a complete managed service from a
                                  levels. Phil was an Assistant Director of ICT and Customer          number of known telecommunications companies.
                                  Services in a large Unitary Council and for the past 12 years
                                  has      been      working     with      organisational-wide    •   Developed and generated an external set of business
                                  transformational change programmes including e-                     opportunities for Blackpool Council that led to an total
                                  Government, business process redesign, putting the                  annual income of £500k that helped to reduced the
PHIL BARON                        “Customer First”, mobile and flexible working and IT                total cost of the ICT service for the Council. Phil also
Managing Director                 modernisation. Phil was awarded “runner-up” in the                  helped the growth of a trading account for Printing
                                  Government Computing awards for Innovator of the Year               Services from £250k to £1 million gross within 4 years.
Pentagull                         2007 for his work with improving the design of front line
                                  services supported by better IT.                                •   Introduced and promoted the first town-wide public
                                                                                                      sector wireless service known as Wireless Blackpool.
M: +44 (0) 07572464120            Recent transactions                                                 This was part of the regeneration of the town and also
                                                                                                      part of Phil’s vision for a local electronic grid
E: philip.baron@pentagull.co.uk   •   Led the rethink and redesign of Blackpool Council’s             supporting an e-Community of private, public and third
                                      Customer Access strategy and its operational design             sector organisations.
                                      including the supporting technologies. This has saved
www.pentagull.co.uk                   the Council in excess of £1.5 million including improved    •   Led Blackpool Council’s Changing Times initiative that
                                      performance reducing the actual annual contacts from            brought together access to services, business
                                      900,000 to around 300,000 within a couple of years.             improvement, electronic services, ICT modernisation
                                                                                                      and e-Community. Phil introduced the first Council
                                  •   Responsibility for ICT and Customer Services with over          open day events (all services under one roof), a video
                                      150 staff and an annual budget of £9 million. Recently          known as Mrs Pearce and annual service awards.
                                      managed a reduction of £1 million from the base
                                      budget with both services undergoing significant            •   Assisted on a voluntary basis with the amalgamation of
                                      restructures including a number of compulsory and               two separate infant and junior schools into one new
                                      voluntary redundancies.                                         primary school. Phil acted as the temporary Chair of
                                                                                                      Governors to bring the new school into a new era and
                                                                                                      has been active with the school to support them during
                                                                                                      their first few years.
Phil Baron – a passion to make a difference
• 25 yrs in ICT and local government
• 7 yrs at Lancashire County Council
• 14 yrs at Blackpool Council
• 12 yrs as Assistant Director for ICT
• 5 yrs as Assistant Director for Customer Services and ICT
• 10 months as Managing Director for Pentagull Ltd
• Our Story focused on Customer First and creating Better IT
           Customer First stop, rethink and redesign
Context
• Customer First was a “shiny” new service in 2004
• Fundamental to strategic transformation programme known as Changing
Times and Access to Services
• Also part of e-government and investment in technology
• Main contact and service resolution point
• Big aspirations - new principles
    •   One phone number
    •   90% of all contact resolved at first point of contact
    •   Single view of customer across all services
    •   All information systems joined and fully integrated
    •   Customer insight driving future service planning
• Blackpool recognised as one of the best in the UK
• Won lots of awards and over 80 site visits
• Service grew from £500k to £3million in three years
             Customer First stop, rethink and redesign
Business Problem
•   Customer demand was still growing
•   Costs were rising significantly and no sign of cashable/tangible savings
•   Disillusionment of CRM and the single view of the customer
•   Needed to purchase more modules such as work flow, mobile, reporting etc.
•   The IT design was getting more and more complex
•   Difficult to integrate services and IT systems – costs of adaptors were expensive
•   Inflexible to change business needs
•   Double typing due to expensive integration
•   Took too long to change a process having to configure multiple systems
•   Difficult to get meaningful data from the CRM system
•   Large overhead of administration/development managing the work and IT systems
•   A number of points of failure to flow work from end-to-end
          Customer First stop, rethink and redesign
Design Principles – solution and delivery
• Sustainability – needs to be flexible and configurable by the service
• Mobile – work needs to be moved in real time to the right person
• Accessibility – data needed to be presented so easily accessible
• Geographical Information – all enquires or inspections to be map based
• Electronic – all processes to be completely electronic
• Interoperability – capable to interface to other systems
• Council Information – needed to be easily available
• Work with staff who do the work
            Customer First stop, rethink and redesign
Outcome and Results
• Replaced costly IT systems with technology that worked significantly better
• Enabled end-to-end visibility of high frequency customer demands
• Reduced time needed to record data against the customer and freed up agents
• Over £600k savings on administration of the work per annum
• Software Licence costs reduced by 300% and less complex IT
• Real time accurate data that assist management and teams to make better
decisions
• Assisted an overall annual reduction of budget of £1.5 million
• Significant savings in time taken to process transactions and cases
• A system capable of growing and changing to meet the needs of the Council
     Our Approach How do we learn the better way?
• Experimented with two approaches aligned to principles
• Agile for our technical approach – Street Scene (2006-7)
       - Couple of developers working with front line staff with freedom
       - Customer asked – why can’t you just build a system
       - Developers thought – we can and model processes very quickly
       - Developer and customer started to understand each other – BINGO
       - Better ICT emerged – our Enterprise ServiceBuilder platform was born


• Systems Thinking for our service approach – Customer Access
       - A multi-skilled team including a developer and ICT management
       - Studied all the customer demand coming into the Council
       - The team learnt lots about the current performance
       - The team experimented with new service designs and pulled ICT
       - There was fusion between the agile and systems thinking work
       - Our business deployment approach emerged from this work
      The Principles We needed something to guide us?

•   A set of principles that make sense
•   Be open minded and decisions based on data and knowledge
•   Design from the work by being in the work
•   Think flow first and not scale
•   Work with individuals and interactions from the work
•   Achieve working software over comprehensive documentation
•   Management role is removing barriers in the work
•   Measure only to improve and learn
•   Customer collaboration over contract negotiation
•   Respond to change over following a plan
•   The answer might be less or no ICT
            The Results Don’t take our word for it!!

•   The results have been beyond what we could have predicted
•   Have a look at our case studies on our web site
•   ESB and our approach has gone viral across Blackpool Council
•   ESB has been built to deal with predictable demand from LG
•   Go ask Blackpool Council……..
   Other examples in the work – gone viral
Alley Gates Management System                     Highways Inspection and Maintenance System
Anti-social Behaviour Case Management             Human Resources - Corporate Policy
System                                            Management System
Assisted Waste Collections Management             ICT Tools for User Account Provisioning and
System                                            Management
Blue Badges Management System                     Leisure Card Application and Management
Bulky Waste Management System                     System
Business Enterprise Customer Relationship         Members Enquiries System
Management System                                 Online forms and self-service
Commercial Waste System                           Online Payments integration
Corporate Contracts Management System             Parking Permits (Car Parks and Residents
Corporate Complaints System                       Parking schemes)
CRM Replacement                                   Payments and Contracts System for Residential
Domestic Waste Management System                  Care Placements
Electoral Register Interface                      Project Planning System
Emergency Planning System                         Supported Employment System
Fairer Charging System for Non-residential care   Systems Thinking Demand Capture System
Highways Claims Management
ESB Key Facts for Blackpool Council
•   28 business areas and live since February 2008
•   1480 active users / 3500 users registered to use it
•   549 object types
•   920,291 current items
•   72,934 archived items
•   7,929,485 individual pieces of data
•   55,387 documents in 33,106 folders
•   37GB of file store
•   3.8GB of database storage
•   Hosted across 12 individual servers for high availability and fault tolerance
•   A new item is created on average every couple of minutes
•   It is built to stay working even during an upgrade

                                                       (Figures correct as of April 2012)
             The Learning What are we learning?
•   2002-2006 – foot down hard on the e-Gov/IEG accelerator
•   2007 – Don’t think this is working but don’t tell the CEO!!
•   Having humility and fortitude to learn and rethink
•   Getting knowledge and data from studying the work was key
•   Easier option would have been to continue with the same old
•   Even easier option would have been to move on
•   Harder option was to stop the large programme of change
•   But how do you stop the train? They don’t tell you this
•   And how do you manage this while keeping up appearances

It is very hard to see at first as we are clouded by what we currently think
and do – counter intuitive to the norm – we typically buy applications and
talk about open source but do we think about designing against demand?
  …we did and that is why pentagull?
   Curious and want to know more?
philip.baron@pentagull.co.uk             07572 464 120

                   www.pentagull.co.uk

				
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