Wakefield Council’s Technology StrategyThe Technology Strategy will support delivery of the...
Transcript of Wakefield Council’s Technology StrategyThe Technology Strategy will support delivery of the...
Wakefield Council’s Technology Strategy2018 – 2023
Section 1 Wakefield Council’s objectives 03 Customer Experience and Digital Strategies 04
Section 2 Where are we now? 05 Technology Vision 06 Technology Maturity Model 07
Section 3: How do we get there? Technology Roadmap 08
Section 4 The process of maintaining the Technology Strategy 09
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Contents
Background and Context
The Council’s purpose is to make Wakefield a place where people thrive, businesses succeed and visitors are welcome.
Underpinning every one of these priorities are a number of enabling strategies – including the Technology Strategy for the Council.
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Section 1
Wakefield Council’s objectives
Wakefield district: people thrive, businesses succeed and visitors are welcome.
Our Priorities
Successful businesses
Growing a higher value economy and creating good jobs. Successful
people Reducing inequalities, growing skill levels,
enabling a good quality of life andsupporting families.
Successful council
Ambitious, enterprising, dedicated and efficient in delivering excellent services.
Successful places
Celebrating a unique cultural offer and creating vibrant communities that are
better connected.
l We intervene early
l We have real impact
l We champion good growth
The Wakefield Way - The principles that underpin how we work are:
l We help people help themselves
l We are business-minded and socially responsible
l We provide a positive customer experience
l We tackle poverty
l We keep people safe at times of vulnerability
l We are forward thinking
• Customers can’t always find what they want
• Sometimes it’s time consuming to access a service
• We have multiple access points
• We don’t always get it right first time
We promise that customers will:
have digital services so good they will want to use them
be able to track progress of services
easily access the right information, advice and guidance
right information to make decisions and be able to get help
We will always:
support the most vulnerable
provide a proportionate level of service
help people to help themselves
We want customers to be able to help themselves, and to access the right information, for the right services at the right time.
A Technology strategy is required to enable the delivery of the Customer Experience and Digital Strategies
Delivering a Positive Customer Experience
Customer Experience and Digital Strategies
Now The Future
Low need
High need
Medium need
A Positive Customer Experience
• website improvements
• get it right first time
• make digital transactions as easy as possible
• make it easier to find the right information, advice and guidance
• manage demand
• provide an opportunity for customers to self-serve where possible
• good quality data
• single view of the customer
• two-way communication with customers
• business intelligence
• fraud prevention
• digital identity
• intelligence driving service improvement and / or transformation
• constant positive innovation
• people focussed
• intelligence and demand management
• whole system improvement
• behavioural change
• marketing
• use of ‘internet of things’ technology tools - e.g. care at home
• digital inclusion
• accessibility
• business needs anticipated and supported
• digital infrastructure
• collaborative
Digital Service
Intelligence
Culture
Digital Community
Section 1
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In recent years the ICT service has had to focus the majority of available time and resources on ‘keeping the lights on’.
In places, this has inhibited innovation, collaboration and the adoptions of modern working practices. It is imperative that the Council stays ahead of the rapidly changing technology landscape.
Gap analysis has identified that regardless of this when compared to benchmarking ICT have still achieved a high level of customer satisfaction, and that in the main ICT have delivered a quality service – but are not achieving their true potential.
Example Voice of the customer survey quotes illustrate this:
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“Although IT are really helpful and effective; this appears to be more in a trouble-shooting capacity rather than proactive engagement to use technology to support departments in improving effectiveness”
Section 2
Where are we now?
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Section 2
Technology transforms, and will:
Be driven by customer and business need.
Be design driven using intelligence.
Be consistent, not uniform.
Keep information compliant, safe and secure.
Help people to help themselves.
The Technology Strategy will support delivery of the Customer Experience Strategy, and the Council’s desire to improve the digital offer to the public.
Improvement themes around culture, customer offer and digital infrastructure, will be the focus of our work over the life of this strategy.
Technology Vision
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Section 2
The work we have done has identified the current and future maturity state of the ICT service.
Technology Maturity Model
Tactical
Stag
e 1:
Ad
hoc
Stag
e 2:
Op
erat
iona
lly
Focu
sed
Stag
e 3:
IT
man
aged
as
a bu
sine
ss
Stag
e 4:
Va
lue
Crea
tor
Stag
e 5:
Bu
sine
ss
Inte
grat
or
Future Desired State Maturity
Current State Technology Maturity
StrategicTechnology Excellence
Business Centric
IT Centric
Reactive, disconnected from business, internal focus, processes and
technology fragmented. Limited architecture view
PredTechnologyable processes around service delivery and management.
Awareness of need for change
Standardisation across the IT function.
Rigour & controls of internal IT process & project delivery.
Limited business alignment
Business aligned. Focusing on connected
“joint” service delivery and capability development
Seamless business integration. Service driven.
Continuous learning, converging on optimised technology
service applications
Consolidation
Rationalisation
Optimisation
Agility
1. B
as
ic Best Effort
2. C
ontr
olle
d (Operationally Focussed)
3. S
tand
ardi
sed (Technology Managed as a business)
4. O
ptimised (Value Creator)
5. In
novative (Business Integration)
Technology Transforms
Our Ambition is that Technology transforms and that we have a technology centre of excellence with innovation at heart.
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Section 3
How do we get there?
Technology Roadmap
The journey from current state to the future will require investment in systems, processes and people (including governance).
20192018 2020 2021 2022
P H A S E 1 P H A S E 2 P H A S E 3
Foundation InnovativeGetting to good
• Children’s stabilisation and enhancements • Desktop hardware
re-fresh• Mobile technology device upgrade
• Cloud Assessment
• Systems Rationalisation
& Integration Approach
• Agile Pilot & Training
• Win 10 & O365 Upgrade
• Intranet
• Program
me set-
up
• Tra
nsfor
mation
Bus
iness
Case
& In
vestm
ent
• Implement IT Target operating
model
• Design
and i
mplemen
t
new go
verna
nce s
tructu
re
and p
rocess
• IT
Cont
racts
• De
fine
serv
ice
man
agem
ent
stra
tegy
(ITI
Lv4)
• Im
plem
ent I
TIL
best
prac
tice
proc
esse
s
• IT
IL v
4 Tr
aini
ng
• To
ols
Road
map
and
roll
out
• Im
plem
ent I
T so
urci
ng s
trate
gy
• Win 10 & O365 Go Live
• CRM Go Live
• Agile & DevOps
• Centralise IT helpdesks
• Implement MDM
• Document management
• Collaboration Tools
• WAN Upgrade
• Innovations - RPA - IoT
• Enhance existing front
office systems
• Proof of Concept Innovations - Chatbots
• SaaS, IaaS & PaaS Implementation
• End User Device Strategy
• Data Governance & Quality for BI/DA
• Define Cloud Strategy
• Document Management Strategy
• Telephony Infrastructure Upgrade
• Workplace Collaboration Strategy
• Database strategy
• Intelligence Strategy
• Capability gap Analysis
, Skills
and Training requirements
• Current state IT Target
operating model
• Exis
ting g
overna
nce n
eed
and c
urren
t stat
e
• De
velo
p IT
sou
rcin
g st
rate
gy
• De
fine
IT p
rocu
rem
ent s
trate
gy
• IT
Contr
acts
Ratio
nalis
ation
• CRM Options &
Approach Defined
• Enhance Customer
Experience
programmes
• Innovate existing systems
• Continuous improvement
and Sustainability
• Re
view
and
upd
ate
IT
sou
rcin
g s
trate
gy
• Fill Open Roles
• Business Partnering
with HE/FE
• Technolo
gy Surve
y &
prioriti
sation
• Te
chno
logy C
apita
l
Budg
et Re
view
Vision:Technology transforms
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Section 4
The delivery of a Technology Strategy is not a single event - once defined it is an ongoing process
The delivery of a Technology Strategy is an iterative process and evolves over time between the business and the ICT department.
Once the Technology Strategy approach has been agreed and implementation begins, it must be regularly reviewed so that it continues to meet needs of the business, the services and the public.
The process of maintaining the Technology Strategy
Review Regularly
5. Review performance
1. Define vision and mission
2. Define Technology
Strategy
Continuous review of the Technology
Strategy
3. Implement strategy
4. Cascade and align strategy