Paul Wickens Chief Executive, Enterprise Shared Services Northern Ireland Civil Service

1. Paul Wickens Chief Executive, Enterprise Shared Services Northern Ireland Civil Service

2. Digital First  Paul Wickens 18th June 2013

3. Digital Transformation of Government Services in Northern Ireland

4. Why is online important? • 75% broadband take up in NI (UK average 72%). • 92% use a mobile phone, of which almost a quarter have a smart phone. • Use of social networking has doubled since 2008, with 47% now using these sites. • Ofcom, Communications Market Report 2011 However – only 43% interact online with Government

5. Programme for Government Priority 5: Delivering High Quality and Efficient Public Services “Improve online access to government services”

6. Enhance departmental digital leadership Improve digital capability at all levels Redesign transactional services to meet a new Digital by Default (NI – Digital First) service standard Complete the transition to GOV.UK (NI – nidirect.gov.uk) Accelerate adoption of digital services Adopt a cross-government approach to support people who cannot use digital services (NI – assisted digital) Broaden the range of those tendering for digital services, attracting more SMEs Deliver Digital by Default (NI – Digital First) services on top of a new suite of common platforms Address legislative barriers Ensure that robust and consistent Management Information underpins service delivery Take the opportunity offered by digital to improve broader engagement and policy-making UK Government Digital Strategy

7. Multi-channel contact services Channel Shift Shared Face2Face Smart Phones Social Media Telephone Online Assisted Digital Connected Government Services Payment Services In/Out bound Mail Services Fulfilment Services Shared Services

8. Secure Payment Services Multi-channel contact services Citizen Contact Services • Research and insight into changing citizen behaviours and technology • Citizen contact and channel shift strategies • Flexible and scalable resourcing models based on agent productive hours • Inbound and outbound calls and campaigns • 24/7 services and out of hours coverage • Overflow and emergency response services • Assisted digital services (Multi-channel) • SMS, email, web-chat and social media • Online transactions and smart app development • Re-useable Find, Report, Apply, Book and Pay for it components • Fulfilment Services such as in/out bound mail handing, verification and validation services

9. A new NI Direct Strategic Partnership to improve access to digital government services and accelerate channel shift • A New Partnership • Best of public and private sector • Access to a wider range of expertise and new capabilities • Local partners, BT, Deloitte and Asidua • Investment and innovation • Supports front and back office transformation • An Easy Citizen Experience • Citizen insight, research and shared learning • Channel shift advice and guidance • Improved access to government services • Tried and tested approaches • Common flexible platform • Value for Money • Shared platform and services • Reusable common components • Guaranteed cost savings • Benchmarked consultancy rates • Flexible payment mechanisms • Re-useable Components • A consistent multi-channel experience for citizens interacting with government. Agile and quick service development for participants including: • Report it • Apply for it • Book it • Pay for it • Find it • Tell us • In addition NI Direct has the ability to take-on debt recovery and other common citizen facing fulfilment services such as in/out bound mail handing, verification and validation services.

10. Working in Partnership with you and your existing partners and suppliers Providing Leadership HOCS - PSG Directive Digital First: When developing new services or new programmes, or reviewing existing services, Departments/Agencies must seek to ensure that digital online services / transactions are the primary means of interacting with citizens or businesses. NI Direct Preferred: When Departments Agencies are developing or refreshing programmes involving online or telephone interaction with citizens or businesses services, there should be a presumption in favour of using the NI Direct programme unless the approved business case determines an alternative option NI Direct Portal: Citizens must be able to use the NI Direct web portal to access all online services provided by Departments/Agencies, even if (exceptionally) such services are hosted elsewhere. A flexible end to end framework integrated service delivery models Citizen Focus rapidly increasing the range, quality and uptake of digital services Flexible payment mechanisms including outcome and transactional

11. PfG – Programme for Government

12. Deliverables & Projects • Business Development Deliverables • Stakeholder Engagement and Communication Plans • NICS Citizen Contact Strategy • 5yr Business Development Strategy • Annual Department Business Plans

13. Business Development Support Envisioning Short interactive engagements designed to help organisations understand changing citizen behaviours, digital first initiatives, how this impacts their organisation and the services and capabilities that NI Direct can provide An accelerated engagement that quickly analyses the business and technical aspects of your organisation’s current citizen services and the readiness for change. Feasibility testing and scoping of service areas, including an early understanding of the fit with NI Direct fit services and support capabilities Scoping & feasibility Service Modelling High level modelling of your organisation against NI Direct service delivery models to show roles and responsibilities and how services will work end to end, including people, process and technology aspects Benefits & Business Cases Support for business case production including the identification of potential benefits arising from channel shift and service uptake “These services are provided as part of the core shared service provision to all participants, to assist organisations to scope, qualify and shape optimised service requirements” Output based Statement of Requirements

14. Specialist Business and ICT Consultancy Business Consulting Technical Consulting • Transactional Toolkits • Hosting, configuration and development • Software design and development professionals • ICT security professionals • System Integration specialists • Data migration specialists • Emergent technology specialists • Web and App design specialists • Project and Programme Management • Market Research • Business Case Development • Benefits Management • Business Process Design • Strategy and Business Planning • HR and Change Management • Organisation Design • Channel and Migration Strategy • Communications and Training • Stakeholder Management • Business Continuity

15. ICT and Support Services ICT related Services Managed Services • Hosting and managed services • Application Management • Monitoring and reviewing the capacity of all hardware • Provision of professional, experienced and technically skilled staff • Provision of a helpdesk support function working collaboratively with IT Assist • Provision of all appropriate technical refreshes • Provision of software maintenance and upgrades • Specified Service and Performance Levels. • Customer Relationship Management software • Call transfer and routing • Workforce Management software • Workflow and Case Management • PCI-DSS Payment Engine • Interactive Voice Response solutions • Call and screen activity recording • MI and performance reporting • Data migration • NICS Information Assurance and Security standards • Training and Communication Services

16. Thank you