Council as a Platform
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Transcript of Council as a Platform
Digital and Design
Council as a platformRethinking Adur & Worthing’s operating model
for the digital age
Digital and Design
Paul Dave
Director for Digital and Resources
@pdbrewer
Head of Digital and Design
@davebriggs
Digital and Design
The contextAdur and Worthing - whaaaaaat?
Our challenges:
• customer demand
• creaking IT
• clunky processes
• austerity
Digital and Design
Digital is a way of rethinking the operating model of an organisation to meet the current and future needs of its customers in the digital age.
Digital and Design
Or, if Uber (or some similarly ghastly bunch) were to run a service, how would they do it, and what could we learn from them (without becoming ghastly ourselves)?
Digital and Design
Our approach1. A digital operating model that reduces bureaucracy
in favour of the front line
2. Tackling back office systems as well as web front end, to enable the new operating model
3. Engaging service design to rethink processes
4. Investing in capabilities, not systems
5. Consuming as well as creating
Digital and Design
The digital operating modelDigital operating models reduce bureaucracy by directly linking those with needs with those with solutions via the network.
Music, news etc. Now Uber, Airbnb.
Also public service - Buurtzorg.
Truth is, we can make savings and keep front line.
Digital and Design
Back office ITTo deliver the operating model, we need more than a web agency style approach.
End to end system redesign to ensure IT is as lean as possible to free up resource and make savings.
Delivering seamless user experiences on one platform - no double keying or middleware.
Some of the existing stack remains to deliver specialist capabilities (accounting, payroll, revs and bens calcs)
Digital and Design
Service design
Along with IT efficiencies, services are redesigned from the bottom up to make best use of the technology and to drive out pointless effort.
Service design techniques are used that encourage a user focused, co-designed approach that meets actual need.
Digital and Design
CapabilitiesRather than investing in any single, siloed solution, we invest in generic capabilities that can be re-used as building block to develop solutions.
Capabilities are anything that is needed to deliver a product or service - the entire value chain.
IT is a convenient place to start, but not the end.
Digital and Design
Consume and create
The platform is a space where capabilities can be shared by the Council and any other organisation.
Therefore where appropriate the Council consumes other people’s capabilities as well as delivering our own.
Digital and Design
A fairly terrible example which nonetheless hopefully explains the sort of thing we mean.
Digital and Design
Key features1. Low/no code
2. Buy or build configure
3. Plug in and out
4. Strong data architecture
5. Build services, not applications
6. Scales up - but more importantly, out
Digital and Design
Programme
Waste management
Housing
Planning
At the same time
HR
Performance
Risk
Bereavements
Digital and Design
Delivery in a brown fieldFuture
Present
ServiceTechnology
Street%community
HR
AWCS
FMS%rehosting
Digital and Design
Benefits realisation- inefficiency is hard-wired
- FTE savings must be delivered by the business
- wire in into service planning cycle
- simplify applications estate
- protect or repurpose to front line
Digital and Design
What we’re learningThis is really, really, really hard. Really hard.
Need for speed
How do we work with others? How does platform differ from shared service/partnerships/selling?
What are the conditions needed for successful digital transformation?