1 / 25

advice ni Annual Meeting – 16 November 2007 Technology’s role in ‘Building a Better Future’ for Northern Ireland Bill Mc

advice ni Annual Meeting – 16 November 2007 Technology’s role in ‘Building a Better Future’ for Northern Ireland Bill McCluggage Director, Delivery & Innovation. Modernisation & Reform in Context “Changing for the Better” Draft Programme for Government & ‘NI Direct’. Gershon

mizell
Download Presentation

advice ni Annual Meeting – 16 November 2007 Technology’s role in ‘Building a Better Future’ for Northern Ireland Bill Mc

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. adviceni Annual Meeting – 16 November 2007 Technology’s role in ‘Building a Better Future’ for Northern Ireland Bill McCluggage Director, Delivery & Innovation

  2. Modernisation & Reform in Context • “Changing for the Better” • Draft Programme for Government & ‘NI Direct’

  3. Gershon Transformational Government Varney ‘Building a Better Future’ Reform: The NI Context

  4. Reform: The NI Context Transformational Government

  5. Executive determined to make a difference for people of NI ‘Building a Better Future’ – draft Programme for Government ‘Working together we can build a better future for all – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new opportunity.’ Devolution Context

  6. Executive determined to make a difference for people of NI ‘Building a Better Future’ – draft Programme for Government ‘Working together we can build a better future for all – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new opportunity.’ Devolution Context

  7. CSR 2007: much tighter financial environment than for many years Hopes and expectations greater than resources - Executive will have to make tough decisions Reform and efficiency savings essential Financial Context

  8. Citizens expect and deserve high quality services Driving efficiencies – releasing resources for frontline services - CSR 2007 ‘Build a peaceful, fair and prosperous society in Northern Ireland’ Why reform?

  9. What are we building? Civil Service Wider Public Sector • HR Connect • Records NI • Account NI • Workplace 2010 • Centre for Applied Learning • Network NI • IT Assist • NI Direct • Welfare • Education • Rating • Health • Planning • Local Government • Water

  10. Civil Service Building Blocks Delivery of better public services by improving our capacity and providing the necessary technology and facilities.

  11. Age of Common Good Age of Splendid Isolation Age of the Monolith The 3 Ages of ICT Maturity Maturity

  12. NI Direct “You can access public services and information using a channel of choice at a time that is convenient to you”

  13. Do we have a problem? • 800+ Telephone Numbers (656 unique numbers) • 80+ web sites

  14. Northern Ireland Citizen Interaction Centre (NICIC) • Distributed switchboard service • Handles 5 million calls for NICS per annum (92% within 12 secs) • Powered by LAGAN CRM application and automatically distributes calls across the NICIC sites via ASPECT ACD

  15. Context • Service only available 9am – 5pm Monday – Friday • ‘Less than even chance of getting to the right place’ “we are government, you as a citizen are required to understand how we are organised and find the public servants you need to deal with”

  16. Context “You are the citizen, our responsibility is to make it as easy as possible for you to do business with us”

  17. Vision – NI Direct • For Citizen: • Allows citizen to interact with government on their terms; • through a simple and transparent single point of contact; • using technologies they are comfortable with; • without needing to know how government is organised. • For Government: • Single point of citizen contact; • that brings together multiple channels; • incorporating a ‘one and done’ service; • using ‘best of breed’ public sector contact and interaction centre processes.

  18. Illustrative only NIDIRECT One-stop shop for all Northern Ireland Public Service Enquiries Call XXX from anywhere in NI for General enquiries, Agriculture, Environment, Consumerline, Land & Property, Culture, Arts and Leisure & Tourism Driving & Vehicles, Education, Health & Social Services, Roads & Transport, Jobs & Benefits, Services for Business, Pensions See also www.nidirect.gov.uk for more information

  19. Contact Approach Tier 1 NIDirect Contact Centre IVR Tier 2 NICS Edu Health Knowledge Base(s) Backend Systems

  20. Key Anchor Tenants Informational Services Transactional Services Phase 1: Scope NICS Anchor Tenants + Information & Transaction Services

  21. NIDirect Programme(s) Services: Telephony Web Other Media Agriculture General Registrars’ Office Planning Land & Property Services Projects: • Phase – 1.0 • Single No • Phase – 2.0 • iDTV/IPTV • Kiosks • TEXT/SMS • Web Consolidation • NI ‘DirectGov’

  22. Organisations & Services Physical Media Telephony Web & Text Channels Programme Schedule Phase 1 Phase 2 Phase n Time

  23. Current Position • Implementing NIDirect Phase 1.0 • Kicking off Telephony and Web Channel Programmes • Defining ‘day 1’ scope of NIDirect • Creating Market (Internal & External) • Implementing formal communications strategy • Signing up ‘Anchor Tenants’ • Target Operational Phase 1 Status – Autumn 2008

  24. We have a major set of Transformational Government projects underway Executive expects us to deliver An exciting agenda but we need to focus on Commitment (Receptive & Responsive) People (Communication & Professionalism) Collaboration (Sharing and Building) Realising the Benefits (Everyone’s Remit) Conclusion

More Related