Agenda

1. Presentation to the Overview and Scrutiny Committee27th April 2005Implementing Electronic Government & The Change Programme

2. Agenda • Review IEG4 Panel Remit and Findings • An update on the Change Programme Implementing Electronic Government

3. IEG4 Overview & Scrutiny Panel • Remit • Is the IEG Programme delivering value for money • Do the IEG priorities accord with the Council’s priorities • Is the direction of travel focussed in the appropriate areas to achieve maximum benefit for the public and the Council Implementing Electronic Government

4. Value for Money – Tangibles Savings being generated General efficiencies from infrastructure investment, e.g. c£450k cumulative per annum from 2005/06 Project specific savings under new Benefits Realisation framework, e.g. c£270k cumulative per annum from 2005/06 Zero Net Present Value forecasted for 2011/2012 Value for Money – Intangibles Helpline and Help Online Links to HelpShops and improved range of services Content Management System Website Redesign Member Services Modern, open back office systems {CAPS, IWorld etc] IEG4 Overview & Scrutiny Panel Implementing Electronic Government

5. IEG4 Overview & Scrutiny Panel • Council Priorities and Direction of Travel – 2002-2005 • 2003/06 Corporate Plan – “Organisational Development” • Our interpretation of IEG agenda • Driven by the Customer • Improving our Performance • Optimising our Finances • Learning & Developing • Change Programme Launched 2003 Driven by the Customer Optimising our Finances Improving our Performance Learning and Developing Implementing Electronic Government

6. IEG4 Overview & Scrutiny Panel • Council Priorities and Direction of Travel – 2005-2009 • 2006/09 Corporate Plan– “Organisational Effectiveness” • Preserves continuity of effort • Driven by the Customer • Improving our Performance • Optimising our Finances • Learning & Developing • But reflects shift towards exploitation rather than capability building Implementing Electronic Government

7. IEG4 Overview & Scrutiny Panel • Summary • IEG4 is an accurate picture of our intentions and progress • The Council is committed to achieving a sustainable, joined up customer driven organisation • Spend to date already delivering significant benefits, both tangible and intangible • High degree of consistency between Change Programme/IEG and Council objectives/priorities • Panel welcomed officer input • Recommended development of some high level KPI’s for programme on ongoing basis Implementing Electronic Government

8. Change Programme – An Update • What have you already heard? • Introduction to the Benefits Realisation Model [O&S Committee 05/2004] • Overview of the Progress to date [O&S Panel 10/2004] • What shall we cover today? • An update on how the Benefits Realisation Model is being used and enhanced, and • General progress check on the key elements of the Change Programme Implementing Electronic Government

9. Change Programme – An Update • Benefits Realisation Model • All new projects from 04/2005 captured • First Gold project – FPMS • Benefits identified = c£180k • These savings removed from 2005/06 base budget • In addition, all new projects have been set ROI target • These targets designed to ensure overall programme achieves zero NPV during 2011/2012 • Allows strong performance management of projects and programme as we go forward Implementing Electronic Government

10. Change Programme Progress 2004 – 4 Gold Programmes FPMS Web Services [Phase I] Earlswood Planning 2005 – 3 Gold Programmes Web Services [Phase II] Earlswood Planning Delivered Delivered Process Benchmarking & Member views CRM and Front/Back office integration Process re-engineering and integration Process re-engineering and integration Change Programme – An Update Implementing Electronic Government

11. Change Programme – An Update • Key Gold Workstreams for the next 12 months • Web Services [Phase II] • Customer Services/CRM front end application • Integration with 20 customer facing processes from Earlswood • Earlswood • Re-engineer 20 key processes [as above] • Implement new back office technology • Begin re-engineering remaining non-customer facing processes • Planning • Procure and implement Document & Workflow Management technology • Exploit CAPS Uniform back office system • Implement re-engineered planning application processes Implementing Electronic Government

12. Change Programme – An Update • Other Activity • Learning & Developing • Continue work on areas identified in Employee Survey • Develop a model for Matrix Working within the Council • Information Management • Exploit Content Management System with an emphasis on Knowledge Management • Procure and implement Consultation software • Shared Services • Develop our understanding of the options for delivery of services in partnership where this would add value to RBBC and its priorities Implementing Electronic Government

13. Change Programme – An Update • Summary • Benefits Realisation Model • Now embedded with first major success [FPMS] behind us • Enhanced to facilitate effective performance management of projects and overall programme • Achievements • FPMS delivered • Web Services Phase I delivered • Next 12 months • Emphasis on exploiting process change and technology to improve customer access and deliver efficiencies/savings Implementing Electronic Government