World class services for a world class city Steve Pennant Connected London Strategy Capital...

World class services for a world class citywww.capitalambition.gov.uk

Steve Pennant

Connected London Strategy

Capital Ambition Programme Board 20 Jan 09


Connected London Strategy aims

• Support greater empowerment of communities• Simplify access to London services

– through complementary call centres, websites, mobile devices, identity tokens and other new customer service technologies;

• Provide professionals across agencies with secure access to the information they need

• Reduce costs of ICT products and services


Connected London projectsAs approved by Efficiency Board 15 Jan 2009

£K09/10

£K 10/11

£K11/12

Focussing services on the customer

Customer Segmentation / Insight 70 70 70

Simpler Services 80 80 80

London Smartcards / Identity Tokens 50 50 50

Shared infrastructure

Improved Support for Collaboration 130 130 130

Customer Data Integration (Data Connects) 50 50 50

London Public Service Network 190 100 50

Improved Supplier Management 20 0 0

Improved Capacity and Resilience 170 0 0

Further LPSN shared services 20 100 100

Learning and performance analysisRAISING THE BAR

Customer Services – Learning and Performance Analysis 40 40 40

ICT Learning and Performance Analysis 40 40 40

Hardware and software directories 30 30 30

TOTAL 890 690 640


Service Provider Channel

Parking fees Borough Mobile

Parking information Borough Web

Congestion charge TfL Phone, web, mobile

Travel token TfL Card

Freedom pass London Councils Card

Travel alerts TfL Web, mobile

Library Borough Card

Leisure Borough Card

Reporting issues Borough Phone, mobile

Find my nearest Borough Web and some mobile

Passport Passport Agency Web

Driving Licence DVLA Web

Income Tax HMRC Web

Simplifying services – eg all require separate registration


Key benefits of customer insight

• A rich evidence based understanding of ICT applications that are critical for customer services pan London

• Savings relating to procurement of citizen segmentation data

• Evidence to identify customer service access and delivery opportunities to deliver savings from channel migration


Example insight questions – Barking & Dagenham Adult Care

1. What would encourage participation in community activities? How do we best target for this purpose?

2. How can we increase library membership uptake? Who is using our libraries, and why? Who is not and why not?

3. Where are our vulnerable and elderly customers in relation to our service provision?

4. How can we better understand the concentrations of people with long term conditions and their associated social care needs.

• Similar questions for Children’s services, customer services, regeneration, resources and PCT


Community EmpowermentInclusive Democracy

• Increased use of online engagement by Councils– Online information and petitions– Facebook etc to engage young people

• But 25% people in the UK still do not use computers and the Internet– Just over half of non-Internet users are over 65– Just under half are from the DE social band (the

lowest socioeconomic band)– 66 per cent of non-Internet users lack higher

education.(Delivering Digital Inclusion An Action Plan for Consultation – CLG Oct 08)


Rich pictures to illustrate the vision – 2009


Rich pictures to illustrate the vision – 3 ways forward


Rich pictures to illustrate the vision – 2 more ways forward


Connected London Dawns


Online parking permits?

• Some boroughs have online renewals but first time requires vehicle registration doc

• Biggest queues apart from Revs and Bens• Working with IDeA and Local Gov Delivery

Council in lobbying DVLA for access• DVLA have agreed to investigate trials in

London• Legislative change required• DVLA technical programme full till 2012


Shared Infrastructure vision

Inter-organisationhotdesking

IMPROVEDSERVICES

LOWER COST

Simplified CodeOf Connection

Shared data centres

2009

Shared supplierservices

Shared directories

Joint telecoms

Shared systems

& info

Mutual DisasterRecovery

Shared SAN / back up

2009

2012

2009

Supplierengagement plan

RATIONALISEDPROCUREMENT


Shared infrastructure savingsBased on sample of 5 boroughs

Service Total Cost independentlysourced per borough

Total Costshared service per borough

Saving

Remote storage £200k p/a £140k p/a * 30%

Data centre £500k p/a ** £300k p/a 40%

Disaster recovery £250k p/a £100k p/a 60%

Total £950k p/a £540k p/a 43%

Plus reduced carbon emissions


Learning and performance analysisRaising the bar

• Customer services – with customer insight informs decisions on channel shift– Take up by channel and customer group– Unit costs

• ICT – £450M spend on ICT pa– 20% on desktops and network well benchmarked– 80% relatively unknown

• Need better data to make investment decisions


Indicators and measures

World class cityinformation

• Numbers of public service telephone numbers Numbers of logons and passwords for integrated online

public services Numbers of public service mobile access portals or numbers Scope of services which may be completed online and by

mobile devices Unit costs of transactions by service and channel Customer satisfaction by customer group, service and

channel

Efficiencies • Benchmarking of unit costs with best in class and peers

Improvement • Benchmarking of staff satisfaction with ICT (SOCITM) Measurement of contribution to business

World class services for a world class city Steve Pennant Connected London Strategy Capital...

Documents

Transcript of World class services for a world class city Steve Pennant Connected London Strategy Capital...