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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 28/08/2001
Surrey Local Aughority Joint Implementing Electronic Government Statement



APPENDIX 3
Surrey Local Authorities Joint
Implementing Electronic Government Statement

Improving Customer Service

1. It is increasingly important to make services available to the public electronically, meeting the customer’s expectation to be able to interact whenever, wherever and however they want.

2. Central government has asked local authorities to set out how they intend to do this in an Implementing Electronic Government Statement (IEG).

3. The 12 local authorities in Surrey are committed to the seamless delivery of services through the new media as they develop, and have undertaken to produce a joint statement to demonstrate this, and set out how it can be achieved.

4. Our collective statement covers the following areas:

Our vision for a seamless Surrey
Our key statements of co-operation (how we will work together)
Key milestones for success
How we will manage the transition

5. Each local authority has produced it's own IEG Statement containing the following detail:

A list of all services provided by the authority, developed as an implementation timetable, detailing when the services will be available electronically, with practical examples
A statement of their current position, i.e. what percentage of services are currently available electronically
An action plan outlining the key infrastructure milestones
A skills analysis and risk assessment

Our Vision for a seamless Surrey

6. Our Vision is for high quality, responsive electronic delivery of services in Surrey:


Working with our partner organisations
Developing modern, responsive services built around the citizen’s needs
Engaging citizens in the democratic process and service improvement
Providing a range of opportunities to access services without the need for citizens to develop special skills to access and use those services.
6. In addition we wish to market proactively specific access channels to specific customer groups in order to make the most efficient use of resources.

7. This vision is supported by the Public Access to Information and Services Strategy (published 1998) which was endorsed by all public and key voluntary organisations within Surrey.

Statements of Co-operation

8. There are several basic statements of intent that the 12 local authorities have agreed in order to achieve the seamless delivery of services across the public sector, namely:

Working in partnership
Shared delivery
Life episodes and customer focused approach
Providing recognition and assurance
Customer analysis
Shared customer standards and training

Working in Partnership

10. The county-wide team which has the responsibility of ensuring that Surrey local authorities present a seamless front end to the customer is the Information Age Champions Group (IAC). This team is responsible to the Surrey Chief Executive's Group, and has developed a joint workplan for achieving the Government's target of full electronic delivery by 2005.

11. The IAC is comprised of 1 champion from each of the authorities. It in turn commissions work from the Surrey Information Technology Managers Group and the Surrey Information Managers Group, both of which contain representatives from each local authority. These key groups ensure a collective approach to improving customer service across organisational boundaries.

12. In addition to this key relationship, each authority’s IEG statement will detail their links with specific partners in their geographic area.

Shared Delivery

13. To be truly seamless every authority's public access points (over the counter, web or contact centre) need to be able to resolve a customer’s query, or accurately refer that query should a more specialist input be required. Once the infrastructure is in place, each authority undertakes to perform transactions or provide information on behalf of any other.

14. In addition to joining up the 'front door' to our organisations, the IAC are also committed to promote flexible working practices for staff. Each authority supports flexible working and where appropriate, has a policy (for example, on working from home). In addition, each has agreed to develop this to allow staff from all local authorities to share workspace where appropriate and available. This will link into Surrey County Council's Workstyle programme.

Life Episodes and Customer Focused Approach

15. Each authority will present information that places the focus on the customer, as well as on the particular service or delivery channel. This will be achieved by adopting a common life episode approach, based on UKOnline's lead. In addition, where appropriate, information will be presented to the customer on a localised basis.

Providing Recognition and Assurance

16. The customer needs to be assured of the quality and authenticity of information. Their recognition of where to get information on, and access to, the full range of public services needs to reflect not only the range of services on offer, but also the locality to which the customer belongs. A common high level branding of access channels will be combined with a clear accountability for the service provided.

Customer Analysis

17. The 12 authorities will work collaboratively to determine key customer groups and their current and future access patterns. In addition, we will collectively utilise current engagement structures (for example People Panels) and work together to commission specific customer research projects.

Shared Customer Standards and Training

18. Common customer care standards are too ambitious a step at this time. There is agreement that we should work towards achieving these, but begin with an overarching 'statement of intent for the customer', and move on to sharing standards between contact centres and face to face access points.

19. A joint approach to customer care training will be undertaken with shared training events and a collectively supported qualification for front line staff, to recognise their role in representing the organisation, and to demonstrate the authorities commitment to their continued development.

Key Milestones for Success

20. This comprises of 2 Stages:

Publish a joint IEG Statement, demonstrating a practical commitment to seamless service for the customer, and publish individual statements for each authority outlining detailed plans for making services available electronically.
Using the detailed work in each individual IEG, identify joint projects and a collective workplan to achieve seamless service delivery through all available media.

21. Current successes that will form the foundation of stage 2 include the Surrey Portal which is developing seamless access on-line, and an extranet, linking all 12 authorities, sharing information for customer facing staff and support staff.

Collective Workplan

22. In developing a collective workplan, we have focused on customer access and developing an information infrastructure.

Customer Access

23. How the customer contacts us, and how we contact the customer, either proactively, or reactively, is the foundation to our seamless delivery. The following are the major pieces of work identified by the IAC as being necessary to achieving this goal:

To identify common customer groups and the potential to market specific services through specific new media to these groups.
To use this information to develop a multi channel access strategy, channelling customers to specific access media, incorporating a marketing approach.
To further develop joint public access points (over the counter, kiosk etc) with agreed branding, and to identify partnering opportunities with, for example, the Post Office, Health, the Police, retailers.

Developing the Information Infrastructure

26. The following are the major pieces of work identified by the IAC as being necessary to achieving this goal:
The implementation of an agreed information content structure, with agreed standards. The result being access to information and services for the customer through a variety of functional and geographical routes including life episodes.
Integration with UKonline
Action plans to develop the extranet and portal, and links to other portals covering the Surrey community
In addition, the 2010 group (Surrey Public Sector Chief Executives) is looking to extend this work further by implementing secure links between Surrey public sector organisations, developing the portal to cover all their organisations and to explore joint application areas (for example shared electronic recruitment facilities)

27. Work identified by the IAC falls into the following areas:

Strategic development
Promoting wider access to services
Joint online service availability
Joint infrastructure
Joint back office application areas
New style of working

28. Areas of work around these major milestones are outlined in Annex 1. Annex 2 outlines our process for determining joint priorities and Annex 3 places these priorities within an ‘urgent / important’ matrix.

Managing the Transition Process

27. The process for developing a seamless delivery of local authority services to Surrey citizens will be managed by the IAC. All work plans will be owned by the IAC, and approved by the Surrey Chief Executives.

28. Each authority has an internal champion and / or team focused on electronic service delivery.

29. In addition, there are a number of cross organisation teams contributing to the modernising local government agenda, including;

GIS Users Group
Front Line Forum
Land and Property Gazatteer Group
IT Managers Group
Surrey Personnel Officers Group
Surrey Public Relations Officers Group
Surrey Treasurers

Performance Monitoring Framework

30. In order to ensure that work is on track a performance framework will be developed.

31. Performance will essentially be managed through the IAC group. Their activities will be monitored by the Surrey Chief Executive’s Group. Overall success can be measured against the e-service Best Value Performance Indicator BVPI 157.

Skills Assessment

32. The following analysis has taken place to determine the main skills requirement for this activity. Further work needs to take place to detail how the 12 authorities intend to cover any current gaps.
Skills Assessment - Identified gaps
Managing change
BPR skills
Seeing the ‘art of the possible’
Limited web development skills
Project management
Consultation skills
Benefits realisation
Technical
Accessing external funding

Risk Analysis

33. A high level risk analysis covering the work of the Information Age Champions in delivering seamless access to public services within Surrey is attached as Annex 4.

Sharing best practice

34. The members of the IAC Group are listed below. They would be happy to discuss any aspect of their work further with colleagues from other authorities.

Annex 1 (Page 1) : Joint IEG Statement – Major milestones for joint activity
* Milestone indicates feasibility study including cost benefit analysis
Annex 1 (Page 3) : Joint IEG Statement – Major milestones for joint activity
Years and quarters
2001 2002 2003 2004 2005
* Milestone indicates feasibility study including cost benefit analysis

Annex 2 (Page 1) : Joint IEG Statement – Evaluation of Joint Priorities

Development Area
Categories
Business Criteria
ICT
Criteria
Total
National County or Local
Infra-structure
or programme
Cross function process
Cost benefit
Immediate impact
Business ownership
Chance of success
Metrics in place
Infra-structure & software in place
Work processes being used
Minimal people change
BPR – joined up processes
C
P
Y
5
3
2
3
2
2
3
2
22
CRM
C
P
Y
3
4
4
3
3
2
2
3
24
Telephones
L and integrated
I
Y
4
3
1
2
3
2
1
3
19
Call centres
L and integrated
I/P
Y
4
3
3
3
3
3
3
2
24
Document and records management
C
P
Y
2
1
1
2
2
1
2
2
13
Standards
N
I
Y
3
3
2
3
3
3
2
4
23
Security / authentication
N
I
Y
4
3
2
3
3
2
3
4
24
Emergency Planning
C
I/P
Y
5
4
4
4
3
3
3
3
29
Community Safety (2010)
C
P
Y
3
3
3
3
3
2
2
3
22
Recruitment (2010)
C
P
Y
4
3
4
4
3
2
2
3
25
Planning strategy
C
P
N
3
3
3
3
3
3
3
3
24
GIS
C within N
P
Y
2
2
2
2
2
2
2
3
17
Joint portal (life events)
C within N
P
Y
3
4
3
4
2
3
3
4
26
Review of back office transaction processing
C
P
Y
5
2
2
3
2
2
3
2
21
Joint working on interoperability and infrastructure (including secure network links) across public and private partners
C
I
Y
3
3
3
4
2
3
2
4
24
Payments
C
P
Y
3
3
3
3
3
2
3
3
23
Leisure
C
P
Y
3
3
3
3
3
2
3
3
23
Fault reporting system
C/L
P
Y
3
3
2
2
3
2
3
2
20
Venue sourcing and booking
C
P
N
2
2
1
2
2
2
2
4
17
E-learning resources for ICT and soft skills areas
C
P
N
3
3
3
3
2
2
3
4
23

Business and ICT criteria columns score 1 – 5 where 5 is best / good

Annex 3: Joint IEG Statement – Evaluation of priorities against urgent / important matrix

Annex 4: Joint IEG Statement – Risk Assessment

Risk
Likelihood (1 - 10)
If no action taken
Severity
(1 - 10)
If no action taken
Consequence
Action / Contingency
Duplication of effort
7
5
Failure to maximise resources.
Confusion amongst staff and public
Clear, open planning, hosted on the website. Inter authority 'e' activity to be co-ordinated through the IAC
Lack of corporate commitment
5
8
Reduced priority status will effect ability to meet government targets. Potential benefits for the customer and individual organisations will not be realised.
Establish champions amongst staff and members, with key stakeholders identified. Undertake education / awareness programme.
Publicise activity and raise the profile of success stories.
Share learning experiences between authorities, set up visits to best practice sites, share supplier presentation opportunities.
Failure to establish clear financial requirements
7
8
Delayed activity and strained partner relations
Develop and clear and costed programme of work, linked through to individual authorities work plans
Unable to realise benefits internally
9
8
Increased pressures on some staff.
Delayed or incomplete projects.
Develop and clear and costed programme of work, with a benefit realisation plan. Regular updates on benefits progress.
Lack of standardisation.
6
8
Increased costs and time in co-ordination.
Added confusion for staff and customers
Establish the parameters for a common framework covering technical, web and information standards.
Low take up on behalf of the public.
8
9
Failure to realise benefits
Identification of customer groups, access to 'e' media. Co-ordinated marketing strategy and implementation
Delayed solution for Customer authentication for 'e' access
9
9
Delay in delivering key applications and failure to realise benefits
Maintain pressure on central government for a solution, through Senior Officers, Members and suppliers