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TRANSCRIPT
How Is Digital Transformation
Changing The Delivery Of Local
Public Services?
How is digital transformation changing the delivery of local public services? 27/06/2017
1. How would you define digital transformation?
New computerisation
Developing the appropriate use of new media and digital options to facilitate access to and for the delivery of public and other communtiy based
services
Being able to deliver public service with a range of community partners, using technology so that people can confidently request services, provide
information to inform and tailor services, fulfil low level services withou human intervention and be the sleekest version of organisation you can be.
using ICT technology to change the way services are delivered.
Moving from face to face to more remote interface between public and service providers.
movement away from manual, paper or human interaction towards a wholly digital approach
Use digital technology to deliver services - go digital by default. Improve accessibility to our services (internal and external) and change reliance on
more expensive methods e.g . paper, face to face contact and by phone, reducing the cost and level of human intervention.
Precisely. It means so many different things to so many different people. Isn't automation a simple word for digital transformation?
Using the internet
Using IT to improve the delivery and efficiency of services
making services more efficient through adoption of new ways of working enabled by technology
Changing the way public services are accessed and delivered using modern technology, improved processes and customer focussed high performing
people.
A false perception that using technologies truly creates efficiencies (savings) and improves the way of doing things (systems/procedures) leading to
improved quality of life and swift delivery of much needed services. B******t!
Will become the norm
Putting services online and making people 'self-serve' thereby removing staff fro the service equation thus allegedly making services cheaper,
End to end digital service delivery that is available to improve choice of access channels for our customers.
the move from physical to virtual information flow, sharing and creating via cloud based services.
Need not to use paper but all need to have the tools to carry out this item.
Ongoing, longstanding process
Using technology to enhance serivce delivery
Better and faster services for the community including access
Generally improving the public's access to services and its efficient delivery.
However, care must be taken not to specify poorer solutions to existing one, just to save money.
A council obsession that has caused us to lose sight of delivering effective public services in favour of a digital revolution that allegedly is more
efficient.
Lose of placing our customer right at the heart of what we do.
ensuring where possible everyone uses online communication as a first action.
How is digital transformation changing the delivery of local public services? 27/06/2017
1. How would you define digital transformation? (continued)
Fast Broadband for everyone and the 'Internet if things'
Streamlining the systems and getting intelligence/efficiency from the data
Using the power of technology to fundamentally change how we do things, making services more efficient, accessible, and effective.
Enabling citizens to communicate with Councils electronically and to be satisfied that their electronic transaction has answered their question.
Results in lower transaction costs on both sides - measured as unit cost on Council side and reduced time on citizens side.
Transfer to using digital technology for business processes
Transforming manual and inefficient processes to digital modern and more accessible processes, in line with the modern world and the way it works
The ability to deliver high quality services through carefully designed web sites, smart payment platforms, integrated mapping, responsive request
services and human interaction when requested.
Digital transformation is about redesigning the way that we interact with citizens. Through the use of new and existing technologies, services can be
reshaped in the way they communicate with services users, staff and partners and the ways in which they are delivered. This is not just switching
from analogue solutions to digital ones, but using the opportunities available to change the way things are done, shifting control to service users,
reducing administration, making better use of data to inform service design and function and reducing cost at time of ever diminishing budgets.
A way of empowering staff and citizens to do they jobs they need to do quickly and securely online.
digital connected gauges and meters, on line info e.g. websites and items available on modern IT gear
Changing the way we operate to transform our processes to make digital the primary transactional resource for customers. Changing the way we
work digitally to ensure we provide services customers want delivered in the time and place they want them
Using technology and information to make the work of public sector staff more effective and productive; to improve the quality of services to
customers and users; and to drive behaviour change in the wider population.
Digital transformation is about developing digital solutions and tools to support the Council's work and services and, in turn, help to transform and
improve Council services. It is finding ways to use technology to make processes more efficient and effective and in reducing unnecessary spend but
improving upon the service given to residents.
Technology, processes and people are aligned to deliver the most efficient and effective service possible taking into account the technology which
the Council now has access to and the wider corporate needs and value of data collected and stored within the service e.g. data is for all. Further to
continuously review and improve the service offering in the context of how the service is delivered today and new and emerging technology.
Moving away from paper based / direct customer contact based methods of communications to faceless machine based. hopefully without taking
away totally the paper / direct customer contact based methods of communications.
Easily accessible website information backed up by people trained to support the digital process, not digital on its own except for simple functions
like tickets, booking
Enabling public officials to interact properly with businesses, not be hidden behind firewall, obstructions and barriers under guise of privacy or data
protection.
Better use of video interaction and a face to speak to.
Provide 24/7 access to services in digital formats that are so straightforward and convenient that all those who can use them will choose to do so,
while those who can’t are not excluded and
Ensure that customers receive face to face help if they need it, whether for complex needs or assistance at a place and time convenient to them
Promote take up of existing and new digital services
Reduce handling in the back offices through automation
Reduce avoidable contact and manage customer demand
Draw on expert skills and knowledge only when required, not by default, so that processing and delivery costs of meeting customer demand will be
substantially reduced.
How is digital transformation changing the delivery of local public services? 27/06/2017
1. How would you define digital transformation? (continued)
Digital transformation in a narrow sense would be trying to go as paperless as possible. In a broader sense I would say that it is the assessment of
processes and procedures to identify areas of improvement for time and cost saving for any user end to end. Then researching alternatives,
consulting changes, planning and implementing new ways of working through digital means.
Channel shift to more self service and availability of information on line.
A way of increasing inclusiveness in a homely setting either by providing basic wifi networks within sheltered housing/within care homes, going on to
providing health advice and monitoring long term conditions working with residents GPs.
Implementation of technology to automate simple customer processes to allow 24/7 access to services without the need for officer intervention.
Customers prefer to use electronic submissions because their query gets dealt with efficiently without the need to visit during work hours or
telephone and wait in a queue. The business benefits by being able to better manage workload through the inward flow of work being more
consistent, and less reactive to face to face and/or telephone immediate response requirements. Use of online assistants to virtually manage FAQs,
or mediate contacts however with the customer still primarily being the data imputter.
2. How high a priority do you feel digital transformation is for your organisation/service?
58.5%
24.5%
7.5% 9.4%
Top 3 Top 5 Top 10 Not a strategic priority
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Per
cen
t
Name Percent
Top 3 58.5%
Top 5 24.5%
Top 10 7.5%
Not a strategic priority 9.4%
N 53
How is digital transformation changing the delivery of local public services? 27/06/2017
3. Do you have a digital transformation strategy?
56.6%
30.2%
13.2%
Yes: documented overall strategy Yes : embedded in individual project
strategies
No
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pe
rce
nt
Name Percent
Yes: documented overall strategy 56.6%
Yes : embedded in individual project strategies 30.2%
No 13.2%
N 53
4. To what extent is your digital transformation strategy focused on delivering the following (5=
completely, 1 = not at all)?
3.85
3.94
3.06
2.88
Cost Savings
Improving services within your organisation
Collaborating across organisations to deliver regional
transformation
Generating revenues to re-invest in other areas
5.004.003.002.001.00
Average
How is digital transformation changing the delivery of local public services? 27/06/2017
Question Average N
Cost Savings 3.85 52
Improving services within your organisation 3.94 51
Collaborating across organisations to deliver regional transformation 3.06 51
Generating revenues to re-invest in other areas 2.88 50
4.a. Cost Savings
3.8%
5.8%
26.9%
28.8%
34.6%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 3.8%
2 5.8%
3 26.9%
4 28.8%
5 34.6%
N 52
How is digital transformation changing the delivery of local public services? 27/06/2017
4.b. Improving services within your organisation
9.8%
5.9%
9.8%
29.4%
45.1%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 9.8%
2 5.9%
3 9.8%
4 29.4%
5 45.1%
N 51
4.c. Collaborating across organisations to deliver regional transformation
15.7%
21.6%
21.6%
23.5%
17.6%
1
2
3
4
5
100%80%60%40%20%0%
Percent
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
1 15.7%
2 21.6%
3 21.6%
4 23.5%
5 17.6%
N 51
4.d. Generating revenues to re-invest in other areas
20.0%
20.0%
28.0%
16.0%
16.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 20.0%
2 20.0%
3 28.0%
4 16.0%
5 16.0%
N 50
4.e. If other, please provide details:
rationalisation of services
transfering published content to digital formats
Don`t know anything about this. Sounds like more Management fashion mumbo jumbo.
Cost savings more explicitly to the NHS
How is digital transformation changing the delivery of local public services? 27/06/2017
5. If you answered “cost savings”, what % savings do you believe can be achieved (as % of overall budget
for that area)?
31.4%
23.5%
31.4%
13.7%
0% - 5% 5% - 10% 10% - 20% 20% +
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Per
cen
t
Name Percent
0% - 5% 31.4%
5% - 10% 23.5%
10% - 20% 31.4%
20% + 13.7%
N 51
6. In which areas do you believe digital transformation will have the biggest impact? (Select all that apply)
69.2%
50.0% 51.9%
25.0%
42.3% 40.4%46.2%
38.5%
61.5%
28.8%
48.1%
9.6%
Back office services
(finance, HR & ICT)
Health and social
care
Environmental Planning Revenues and
benefits
Regulatory services
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pe
rce
nt
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
Back office services (finance, HR & ICT) 69.2%
Council tax 50.0%
Health and social care 51.9%
Education services 25.0%
Environmental 42.3%
Housing 40.4%
Planning 46.2%
Waste 38.5%
Revenues and benefits 61.5%
Libraries 28.8%
Regulatory services 48.1%
Other 9.6%
N 52
Some of the above have already been addressed so are not included for that reason
Fleet Management & Vehicle Maintenance
Reporting faults
7. How important are the following technologies in the delivery of your digital transformation strategy? (5
= critical, 1 = not important at all)
4.33
3.64
3.63
3.22
3.86
3.50
3.92
3.08
Mobile/remote working
Cloud-based infrastructure
Multi-channel contact centres
Internet of things (IoT)
Security & identity management
Big data
Data sharing
Automation/artificial intelligence (AI)
5.004.003.002.001.00
Average
Question Average N
Mobile/remote working 4.33 52
Cloud-based infrastructure 3.64 50
Multi-channel contact centres 3.63 51
Internet of things (IoT) 3.22 50
Security & identity management 3.86 51
Big data 3.50 50
Data sharing 3.92 49
Automation/artificial intelligence (AI) 3.08 51
How is digital transformation changing the delivery of local public services? 27/06/2017
7.a. Mobile/remote working
0.0%
5.8%
11.5%
26.9%
55.8%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 0.0%
2 5.8%
3 11.5%
4 26.9%
5 55.8%
N 52
7.b. Cloud-based infrastructure
6.0%
14.0%
22.0%
26.0%
32.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
1 6.0%
2 14.0%
3 22.0%
4 26.0%
5 32.0%
N 50
7.c. Multi-channel contact centres
3.9%
19.6%
17.6%
27.5%
31.4%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 3.9%
2 19.6%
3 17.6%
4 27.5%
5 31.4%
N 51
How is digital transformation changing the delivery of local public services? 27/06/2017
7.d. Internet of things (IoT)
4.0%
26.0%
32.0%
20.0%
18.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 4.0%
2 26.0%
3 32.0%
4 20.0%
5 18.0%
N 50
7.e. Security & identity management
5.9%
9.8%
15.7%
29.4%
39.2%
1
2
3
4
5
100%80%60%40%20%0%
Percent
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
1 5.9%
2 9.8%
3 15.7%
4 29.4%
5 39.2%
N 51
7.f. Big data
12.0%
10.0%
24.0%
24.0%
30.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 12.0%
2 10.0%
3 24.0%
4 24.0%
5 30.0%
N 50
How is digital transformation changing the delivery of local public services? 27/06/2017
7.g. Data sharing
2.0%
10.2%
20.4%
28.6%
38.8%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 2.0%
2 10.2%
3 20.4%
4 28.6%
5 38.8%
N 49
7.h. Automation/artificial intelligence (AI)
19.6%
17.6%
17.6%
25.5%
19.6%
1
2
3
4
5
100%80%60%40%20%0%
Percent
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
1 19.6%
2 17.6%
3 17.6%
4 25.5%
5 19.6%
N 51
7.i. If other, please provide details:
Performance Management - Reporting (5)
Don`t know anything about this. Sounds like more Management fashion mumbo jumbo.
8. To what extent have these technologies already been adopted by your organisation? (5 = fully deployed, 1
= not yet started)
3.80
2.86
3.04
2.38
3.31
2.63
3.12
2.00
Mobile/remote working
Cloud-based infrastructure
Multi-channel contact centres
Internet of things (IoT)
Security & identity management
Big data
Data sharing
Automation/artificial intelligence (AI)
5.004.003.002.001.00
Average
Question Average N
Mobile/remote working 3.80 51
Cloud-based infrastructure 2.86 50
Multi-channel contact centres 3.04 51
Internet of things (IoT) 2.38 50
Security & identity management 3.31 51
Big data 2.63 51
Data sharing 3.12 50
Automation/artificial intelligence (AI) 2.00 50
How is digital transformation changing the delivery of local public services? 27/06/2017
8.a. Mobile/remote working
3.9%
7.8%
21.6%
37.3%
29.4%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 3.9%
2 7.8%
3 21.6%
4 37.3%
5 29.4%
N 51
8.b. Cloud-based infrastructure
18.0%
26.0%
20.0%
24.0%
12.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
1 18.0%
2 26.0%
3 20.0%
4 24.0%
5 12.0%
N 50
8.c. Multi-channel contact centres
19.6%
17.6%
15.7%
33.3%
13.7%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 19.6%
2 17.6%
3 15.7%
4 33.3%
5 13.7%
N 51
How is digital transformation changing the delivery of local public services? 27/06/2017
8.d. Internet of things (IoT)
26.0%
26.0%
34.0%
12.0%
2.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 26.0%
2 26.0%
3 34.0%
4 12.0%
5 2.0%
N 50
8.e. Security & identity management
9.8%
21.6%
15.7%
33.3%
19.6%
1
2
3
4
5
100%80%60%40%20%0%
Percent
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
1 9.8%
2 21.6%
3 15.7%
4 33.3%
5 19.6%
N 51
8.f. Big data
19.6%
21.6%
41.2%
11.8%
5.9%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 19.6%
2 21.6%
3 41.2%
4 11.8%
5 5.9%
N 51
How is digital transformation changing the delivery of local public services? 27/06/2017
8.g. Data sharing
6.0%
24.0%
30.0%
32.0%
8.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 6.0%
2 24.0%
3 30.0%
4 32.0%
5 8.0%
N 50
8.h. Automation/artificial intelligence (AI)
40.0%
34.0%
12.0%
14.0%
0.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
1 40.0%
2 34.0%
3 12.0%
4 14.0%
5 0.0%
N 50
8.i. If other, please provide details
Don`t know anything about this. Sounds like more Management fashion mumbo jumbo.
9. What are the main barriers to achieving your digital transformation goals (5= major barrier, 1 = not a
barrier at all)?
3.42
3.60
3.62
3.38
Cultural resistance
Lack of in-house skills
Lack of money to invest in digital transformation
projects
Concerns about security and data protection
5.004.003.002.001.00
Average
Question Average N
Cultural resistance 3.42 52
Lack of in-house skills 3.60 52
Lack of money to invest in digital transformation projects 3.62 52
Concerns about security and data protection 3.38 50
How is digital transformation changing the delivery of local public services? 27/06/2017
9.a. Cultural resistance
9.6%
7.7%
32.7%
30.8%
19.2%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 9.6%
2 7.7%
3 32.7%
4 30.8%
5 19.2%
N 52
9.b. Lack of in-house skills
5.8%
15.4%
19.2%
32.7%
26.9%
1
2
3
4
5
100%80%60%40%20%0%
Percent
How is digital transformation changing the delivery of local public services? 27/06/2017
Name Percent
1 5.8%
2 15.4%
3 19.2%
4 32.7%
5 26.9%
N 52
9.c. Lack of money to invest in digital transformation projects
5.8%
15.4%
26.9%
15.4%
36.5%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 5.8%
2 15.4%
3 26.9%
4 15.4%
5 36.5%
N 52
How is digital transformation changing the delivery of local public services? 27/06/2017
9.d. Concerns about security and data protection
4.0%
20.0%
30.0%
26.0%
20.0%
1
2
3
4
5
100%80%60%40%20%0%
Percent
Name Percent
1 4.0%
2 20.0%
3 30.0%
4 26.0%
5 20.0%
N 50
9.e. If other, please provide details:
Lack of information strategies -classification/ retention/ historical data
Lack of clarity as to what DT means. We could do with a generic understanding. Explained as if one was speaking to a 5 year old.
scepticism amongst councillors
Sounds like more Management fashion mumbo jumbo. Good opportunity for I.T. monkeys to make a packet.
How is digital transformation changing the delivery of local public services? 27/06/2017
10. Who is driving the digital transformation within your organisation? (tick all that apply)
55.8%
21.2%
44.2%
55.8%
11.5%
-Chief Executive -Chief Digital Offi cer -CIO and IT Department -Users/functional
managers
Other
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pe
rce
nt
Name Percent
- Chief Executive 55.8%
- Chief Digital Officer 21.2%
- CIO and IT Department 44.2%
- Users/functional managers 55.8%
Other 11.5%
N 52
Back Office Staff/Officers
IT/HR/Customer Services
Finance
head of Customer Services
Director Children's Services; Assistant Chief Executive
How is digital transformation changing the delivery of local public services? 27/06/2017
11. What impact do you think that Brexit and/or the new government will have on your digital
transformation plans? (5 = significant positive, 3 = no impact, 1 = significant negative)
9.6% 7.7%
65.4%
9.6% 7.7%
1 2 3 4 5
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Per
cen
t
Name Percent
1 9.6%
2 7.7%
3 65.4%
4 9.6%
5 7.7%
N 52
11.a. If other, please provide details:
Second Scottish Independence referendum
The Brexit decision and status, does not appear to be doing us/the country any benefit at present. If anything, it appears to be doing a lot of harm
(increased costs, loss of faith and confidence, reducing opportunities, travel and trading constraints due to a weakening pound - lots of miss-trust
between the public and political arena).
It has certainly restrained my life opportunities. Feels like we are going back to the troubled times in seventees and early eightees - Society
decimation, particularly in the once industrial and production regions - Ouch!
BRING ON BREXIT.
STOP PAYING BILLIONS INTO THE EU GRAVY TRAIN.
How is digital transformation changing the delivery of local public services? 27/06/2017
12. What type of organisation are you from?
9.6%15.4% 17.3%
32.7%
3.8% 1.9%7.7%
11.5%
Metropolitan County Unitary District London
Borough
Wales Scotland Other
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pe
rce
nt
Name Percent
Metropolitan 9.6%
County 15.4%
Unitary 17.3%
District 32.7%
London Borough 3.8%
Wales 1.9%
Scotland 7.7%
Other 11.5%
N 52
Town Council
Housing Organisation
contractor
Private/ working for LG
NDPB
How is digital transformation changing the delivery of local public services? 27/06/2017
13. Which most closely matches your job function?
5.7%9.4% 9.4%
30.2%
45.3%
Chief Executive Chief Offi cer Director/assistant
director
Head of service Other manager
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pe
rce
nt
Name Percent
Chief Executive 5.7%
Chief Officer 9.4%
Director/assistant director 9.4%
Head of service 30.2%
Other manager 45.3%
N 53
Property Technical Assistant
Digital Inclusion Manager
Performance Management
cllr
Leader
Performance Officer
Planning Enforcement
Roads Operations manager
Digital Improvement manager
Technical Development Officer
How is digital transformation changing the delivery of local public services? 27/06/2017
14. What is your professional discipline?
5.8%11.5%
0.0%
82.7%
Chief Executive IT Social Services Other
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Per
cen
t
Name Percent
Chief Executive 5.8%
IT 11.5%
Social Services 0.0%
Other 82.7%
N 52
CAD
Public Health
Marketing
Planning
ec dev
HR and OD
General Management
Engineering
Procurement
HR & OD
Performance Management
Systems Thinking / Lean concepts
Architect
Highways
How is digital transformation changing the delivery of local public services? 27/06/2017
14. What is your professional discipline? (continued)
Housing
Project Management
Transportation
Leisure Trust
Planning
Procurement
Project & Programme Management
Finance
Engineering
Project management
Communities
Policy and Performance Management
Customer Services
Revenues, Welfare and Customer Service
15. Do you have any further observations on the digital agenda?
No
Some realism that the big savings that councils are after will not be delivered by DT. Automating a few forms or asking customers to DIY (self
service) is good, but not earth shattering. 350 councils all doing the same thing will not create big enough savings (and be a complete waste of
resources). If DT is so significant, it should drive operational service to being handled centrally (Whitehall? Quango?), with the local decisions for
local people being made by local politicians. After all, if the whole of the UK population can tax their car via a government portal, why not all
other generic council services?
A lot of rural homes are STILL without fast internet. Promises of money and contracts and phases, but still nothing gets done to improve
EVERYONES internet.
Issues around suppliers being realistic about scale and shape of opportunity, trying to avoid transparent procurement processes and locking
authorities into long term dependency.
Suppliers have a history of sending "A" team to pitch for contracts and then "B" to deliver without "B" team being aware of promises made
Issues at end of contract over ownership of data and format in which it is to be provided to incoming systems
Suppliers tendency to impose own additional terms and conditions on contracts post tender so that open competition is distorted
How is digital transformation changing the delivery of local public services? 27/06/2017
15. Do you have any further observations on the digital agenda? (continued)
Yes, why are the often 'inept' decision makers allowed to remove themselves far from the potential 'end-users' and why are public servants not
often fully held to account and allowed to 'sanitize' and often 'hide from real open, honest, factual and functional' communication.
Trust - often those who use technologies, those who are best placed to 'say-it-as-it-is' and 'identify what is needed' are perceived by the decision
makers 'not to know what's best'. Mmmmmmm. Old fashioned power and control comes to mind? Public Services need to 'wake-up' and be
more 'business-minded' to get things done better. Short term reactions/fixings are all to often delivered rather than taking the more complex
route of pursuing something more longer term that will truly improve efficiencies, service delivery and performance that leads to quality of life
and client/customer/citizen satisfaction?
Lot to learn from other sectors
Data Sharing is critical but there appears to be limited movement in Government to support this.
It is flawed in that the belief that cost is in transaction when it is actually in the flow of work. Organisations do not realise the poorer the service
the more contacts customers have to make which drives up costs.
bring it on.
To be successful we need to be aware of, and understand, all the variables. This is a very different agenda, and that needs to be understood. the
User base is different, the technology is developing at a pace, services are evolving.... all of this needs to be taken into account.
I am an elected Cllr and until a month ago Leader if the Conservative Group at MIlton Keynes Council. I have a background as a fairly senior
manager in BT.
One of the big issues is that Councils don't invest in a strong IT dept and most cllrs do not understand the value that investment could bring.
When budgets are tight how do cllrs justify this investment to their electorate instead of housing or social care.
silo working of directorates and complexity of systems and data make it very difficult to achieve transformation. Cultural resistance is high, and
coupled with lack of money to implement effective solutions (most attempts at any change results in chaos and dissatisfaction due to relying on
the cheaper solutions) along with a lack of skills and understanding that processes need to be changed along with systems leads to a lot of talk
and very little achieved!
My personal experience when it comes to Digital is that there is organisational resistance from all levels, from Elected Members, Senior officer
and through to front-line staff. Even the relatively simple tasks of switching from analogue to digital is resisted. Partially this is simply because of
natural conservatism and resistance to any kind of change to established processes, especially where their is a risk to vulnerable people if the
change is unsuccessful. Also, people just love paper, which never crashes, needs updating or requires technical support. But more than this
resistance, Digital still has an issue of image which provides ammunition for the culturally resistant. Digital is often stained through its association
with a history of IT systems being introduced in the public sector as a sticking plaster for the issue de jour, systems which have not been
sufficiently changed-managed into the organisation, leading to increases in work load and poor uptake. This has created a perception that the
digital solution means more work and more effort. This is linked to these legacy experiences, but also due to misaligned digital priorities, where
the focus has been on the benefits of improved management information and not how to improve the experience of the end user. This mental
link to IT systems also means Digital is frequently seen as an expensive solution, which in times of austerity is a serious reputational blocker. Brave
would be the panel that recommended a spend on new tech for council staff whilst consulting with the public on closing libraries or children's
centres.
Even given all this, probably the most strengthening element to the resistance is in the idea that Digital Transformation is somehow separate from
normal, everyday transformation. This helps to build barriers and lines of objection which do not really exist. We live in a digital world, one where
digital should now form part of the discussion every time we try something new. By artificially separating out the digital from the business as
usual we increase cultural resistance and, in some cases, a converse culture of digital for digital's sake. The right solution needs to be the right
solution, whether this is through artificial intelligence or finger painting should not affect the decisions taken.
the kit is oversold by people using glib phrases and nonsense such as 'digital' (meaningless on its own). the costs are huge and lead to much
timewasting/exasperation, back ups for failure are woeful. one blip by an enemy country and we wont even have water in the taps!
How is digital transformation changing the delivery of local public services? 27/06/2017
15. Do you have any further observations on the digital agenda? (continued)
we should have some total analogue back up systems and electronically discreet phone lines in case of the above attacks.
Whilst Utopia would be that customers can deal with you all electronically, residents, who after all are the main bulk of customers, do not all have
digital skills or digital means to contact you. There is a danger due to the rush of supposed savings and the cut back of staff is that those residents
who are unable to deal with in any other manner than face to face (or telephone / written) get a poorer service. They get left behind -
organisations sometimes forget whilst the younger generation expect to do everything electronically (and we SHOULD be providing the means to
do so) there is a real danger of becoming faceless, unwelcoming organisations that is disengaged with its clients (a good example are banks - they
are keen to close their branches due to low use but there are many that need to facilities). Going online doesn't always mean you provide a
better service and it should be done for the right reasons (to provide a better server not just to save costs as it may cost more later - where you
have had to invest heavily in a software solution maintenance costs down the line can be expensive).
The sooner I can retire, the happier I`ll be. Just a shame that Local Authorities waste such a lot of money on this stuff.