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MANAGEMENT AND ADMINISTRATION PANEL 15 TH SEPTEMBER 2003

ELECTRONIC GOVERNMENT. MANAGEMENT AND ADMINISTRATION PANEL 15 TH SEPTEMBER 2003. AW. Accessible at times & places most convenient to the customer. Customers will have more choice over the way in which they contact & receive public services

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MANAGEMENT AND ADMINISTRATION PANEL 15 TH SEPTEMBER 2003

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  1. ELECTRONIC GOVERNMENT MANAGEMENT AND ADMINISTRATION PANEL15TH SEPTEMBER 2003 AW

  2. Accessible at times & places most convenient to the customer. Customers will have more choice over the way in which they contact & receive public services Delivered or supported electronically, facilitating faster, more reliable and better value services Delivered jointly where appropriate, by local & regional partnerships, & connected to a national infrastructure Delivered seamlessly, so that customers are not asked to provide the same information more than once & service providers are better able to identify, reach & meet the needs of service users The Boxes We Have to TickThe Government’s Agenda (1) AW

  3. Joined up in ways that make sense to the customer Open & Accountable so that information about the objectives, standards & performance of local service providers & their elected representatives will be freely & easily available Used by e-citizens through effective promotion of available & accessible new technologies & helping local people to gain the necessary skills to take advantage of the Internet The Government’s Agenda (2) AW

  4. A Real First Stop Shop (1) 80% of transactions can be dealt with at first point of contact • Reception • Telephone • Web AG

  5. A Real First Stop Shop (2) • One single first stop shop reception area for all our customers • Joint integrated telephone contact centres with Warwickshire partners • Full Web enhancement for all Council services Key Driver – To Improve Services Not to Save Costs AG

  6. One Single Reception Area • Location • Council Advisors • Integrated with Contact Centre and Web • Location of services in relation to reception – Space Audit AG

  7. Contact Centre (1) • Warwickshire on Line • Government Funding £1.2m • Locally managed centres – • Joint procurement • Integration • Joint training, process design, data base, etc AW

  8. Contact Centre (2) The concept of locally managed contact centres is based on the following key principles as follows: • 80% of calls to the contact centre are resolved at first point of contact; • The contact centre employs a mix of both generalist & specialist staff to handle both simple enquires & more complex requests; • The switchboard function is replaced by the contact centre; • All service areas are represented in the contact centre; • Customer facing processes are designed to be generic across all service areas and common amongst the partners; • Each authority will be able to answer simple enquiries for all partners. AW

  9. Contact Centre (3) Each Council will retain control over many aspects of the contact centre, for example; • Staff recruitment, grading, contracts & internal organisation; • Opening hours & staff rostering; • Staff management & development; • Organisational culture; • Location of contact centre, internal design & furniture; • Branding of services; • Fulfilment processes & internal service levels; • Service delivery processes; • Local knowledge AW

  10. Jobs Direct Dialling Culture Change Single Back Office What about ‘professional officers’ Management Structure Which Services first? Time Scale Public Relations/Consultation Business Processes What are they? Who knows what they are? What should they be? Employees Involvement & Ownership Communication Ownerships Contact Centre (4)Issues AG

  11. How Are We Going to Get There • Working Parties • Contact Centre • DIP • Space Audit • Corporate Management Forum • E. Champions • Councillor & Employee Involvement • Project Manager • Best Value Review AG

  12. The Web • Responsibilities - Technology - Information & Updating - Editorial Control • Web Enablement - Forms - Ownership - Design • Intranet AG

  13. Its Already Started (1)Document Management • IEG Funding • Application Steering Groups • Procurement • Implementation • Council Tax & Benefits • Live 15th September 2003 AG

  14. Future Roll Out December 2003 Housing? Health? Planning? Building Control? Elections? Benefits Quicker more effective customer service Reduced Storage (Space Audit) Monitoring of Work Flow Requirement for First Stop Shop & Contact Centre Its Already Started (2)Document Management AG

  15. Best Value Review E.Government AW

  16. Context: • Government Policy – 2005 • Implementing Electronic Government Statements • E.government & IT Strategy • Partnerships - Warwickshire On Line - National Project – Links to Business - Visit Rugby.Com AW

  17. The Four C’s: • Challenge - Not if but how • Consult - Corporate – By the Council as a Whole - Services – By Services • Compare - What? - Who? • Compete - In house – Define Role - External Provision - Hardware - Software - Consultancy - Partnership AW

  18. Issues: • One Stop Shop & Contact Centre • IT for Members • Corporate & Member involvements in E.Government • Partnership - Links to Council Objectives - Added Value • Resources - Human - Financial • Five Year Plan • Can we hit 2005 target AG

  19. How: • Led by Director of Corporate Services as E.Champion • Corporate Review – Review Team • Member Involvement – E.Champion & Others • Time table - Complete 1/4/04 - Cabinet 10/3/04 - Presentation to Councillors & Officers – February 2004 - Draft Management Team January 2004 AG

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