Business Transformation in Central Services

Matthew ReesBusiness Transformation ManagereGovernment & ICT Services

March 2006

b

Business Transformation helps Central Services to deliver its Service Plans

Central services

Delivering Council priorities through Service Plans

eGovernment

Technologies and Business

Transformation methods

Potential Business

Transformation Projects

Requirements Solutions

b

Sub-Programme Universal Services

Targeted Services

Supporting Services

IT Infrastructure Customer Enablement

Department Specific Projects

DeptBTM

Adult Services

CYPS

Housing

Envt & Culture

Central Services Matthew Rees

Cross- Cutting Projects

OMH JSC

Programme Management

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y)The eGovernment Programme Structure is a matrix of service areas and major projects

b

eGovt Programme Management Account Management

• Aligning eGovt and DMT priorities to agree a coherent and realistic programme of work for 06/07 (with support from eGov Prog Mgt)

• Managing and monitoring the progress of BT projects to achieve programme objectives (with support from eGovt PMs)

• Liasing with eGovt and IT BTMS / PMs to manage wider programme dependencies (with support from eGov Prog Mgt)

• Defending and re-prioritising the programme if required and possible

• Ensuring BT projects deliver pre-agreed savings targets

• Continuing engagement with DMT including the management of expectations

• Advisory role for eGovt and IT relevant project requests from depts.

BUT NOT:• An alternative to the IT Helpdesk• A means of bypassing the TDA• An unlimited resource for fixing your DMT’s

current worry list

The role of the BTM combines Programme Management and Account Management

b

Business Transformation projects are governed by a hierarchy of boards

Technical Design Authority

Overall Governance of IT Development

Council Transformation Board

eGovernment Programme

Programme Management and Reporting

Central Services Transformation Board

Planning Transformation

Other Central Services Projects

HR Process Transformation Project

Shared ServicesProject

b

All Business Transformation projects have five main components that varying in importance

• Business Process Redesign that changes the way that services are delivered

• Customer Services that addresses the customer-facing channels

• Information Management that integrates the back office systems and data

• Infrastructure Deployment that implements new hardware, software and networks

• Change Management to introduce the new working practises required

b

Business Process Redesign delivers savings and/or improved services

• Inefficiencies can be removed in new processes by, for example, removing redundant activities or improving throughput with IT

• Simple transactions can be moved from the back-office to the front-office

• Economies of scale can be achieved by combining similar work performed across multiple teams

b

Customer Services projects provide consistent and convenient services across all channels

Internet

Service Centre

Joint Service Centres and other face-to-face channels

Sp

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serv

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b

Information projects integrate multiple systems (BizTalk) and provide a consistent view of data from a single trusted source (MultiVue)

Housing EnvironmentAdult Services

Middleware (BizTalk)

SingleRecord

Customer Service Agent OneServe CRM

CustomerGovernment

Gateway

b

Infrastructure projects implement ICT that supports existing operations or enables NWW

• Technology refresh, e.g. move to Windows XP• Implement mobile technology, e.g. tablet PCs and

touchdown points, to support mobile and remote workers• Provide remote access to systems, including eLearning• Use Electronic Document Management Systems (EDMS)

to reduce the space occupied by paper storage

b

Change Management makes it all work by addressing the people issues

• Communicate effectively so that staff, and other stakeholders, know what is expected of them and why the change is necessary

• Design new organisation structures and processes, particularly Performance Management

• Use Change Management toolkit, which is part of the Transformation Academy

b

Corporate Services

Finance

OACE

These are the main projects in the Central Services Business Transformation Programme

• Planning

• eProcurement

• Supporting Services

• Housing Benefits

• Complaints

• JSC/LSC Service Migration All

b

We are looking to see where else eGovernment can support central services

• Supporting initiatives already identified in service plans• Analysing current performance to identify opportunities for

cost savings and/or improving customer services• Developing joint plans for 2006-09• Providing ad hoc support