Delivering [e]Government

1. Delivering [e]Government Stefan Czerniawski Programme and Systems Delivery Group Department for Work and Pensions

2. DWP is large and complicated • Providing welfare benefits, pensions, labour market services and child maintenance • paying over £100 billion a year to 26 million customers • placing 5,000 people in jobs every working day • Going through a radical change programme • Half way through reducing staff numbers from 130,000 to 100,000

3. With IT systems to match • One of the largest IT systems in the world: • 120 million customer records • 35 active mainframe computers • 230 external system interfaces, 440 internal interfaces • New releases updating IT systems every weekend • Resulting in a hugely complex mix of legacy and new systems, developed and operated by external suppliers • With a massive transformation programme to make all this work better

4. Government is even more complicated And citizens still have to do the integration

5. That’s no longer good enough The future of public services has to use technology to give citizens choice, with personalised services designed around their needs not the needs of the provider. Rt Hon Tony Blair MP November 2005

6. www.direct.gov.uk Getting the top layer right is important • There is integration on the surface • which is getting better and more popular • There are more and better individual services offered through new and more flexible channels • We are not yet delivering • Fully effective customer service • Fully efficient business processes But it isn’t enough

7. So we have a new approach Enabled by Technology www.cio.gov.uk/transformational_government/strategy/

8. Citizen and business focused Understand customer journeys Design services to support those journeys Design processes to deliver those services

9. Based on a shared service approach Customers Specialist customer support Customer service centres Identity management HR, Finance Outcome management Department Shared services Policy and service design Information management Process rules Common infrastructure Technology standards and architecture

10. Sustained customer focus Portfolio management Governance across government Leadership Supplier management IT professionalism Delivered through professional management of change

11. Four principles Start with the customer Separate presentation and processing Manage common information on a common basis Understand and manage constraints

12. Four principles Start with the customer Separate presentation and processing Manage common information on a common basis Understand and manage constraints

13. Start with the customer • They don’t care about channels • They do learn and adapt

15. Start with the customer • They don’t care about channels • They do learn and adapt • Their behaviour and expectations are changing dramatically • Starting with the customer doesn’t mean doing what the customer wants • They are why we are here

16. Four principles Start with the customer Separate presentation and processing Manage common information on a common basis Understand and manage constraints

17. Separate presentation and processing

19. Four principles Start with the customer Separate presentation and processing Manage common information on a common basis Understand and manage constraints

20. Manage common information on a common basis • Joining up at the front is a function of joining up at the back • Joining up at the back doesn’t mean integrated everything • We are looking for glue, not perfection • We are looking for efficiency as well as service benefits

21. Four principles Start with the customer Separate presentation and processing Manage common information on a common basis Understand and manage constraints

22. Understand and manage constraints • It would be easier not to be starting from here…

23. A short history of banking 30 years • 9.30 to 3.30 Monday to Friday • £10 cash dispenser • Multi-value cash dispenser – inside the branch • Bank’s own network • Single virtual network • Cash at the supermarket You are here

24. Understand and manage constraints • It would be easier not to be starting from here… • … and there is a long way from here • Government is not retailing • Customers are rarely customers • Scale and complexity have huge implications • Radical simplification may be required

25. Four principles Start with the customer Separate presentation and processing Manage common information on a common basis Understand and manage constraints e-Government is over

26. e-Government is over

27. Delivering [e]Government Stefan Czerniawski stefan.czerniawski@dwp.gsi.gov.uk