IT Contribution to Meeting Local Government Financial Challenges

1. IT Contribution to Meeting Local Government Financial Challenges Tonino Ciuffini, Head of ICT Warwickshire County Council 30th March 2011

2. Introduction • Member of the Local CIO Council and represent Local Govt. on the ‘Data Centre Strategy, G-Cloud and Applications Store for Government Programme Board’ • This evening will cover:- • Some of the Challenges Local Government is facing • Important role of ICT in helping to address these • Some examples of Warwickshire’s approach to this

3. Local Government Financial Background • Challenging - Warwickshire 28% reductions, £66 million over 3 years • Looking at Library closures, following Youth Service reductions, Fire Station closures and Adult Social Care charge increases • Add in Demographic time bomb – Challenging!

4. IT seen as both a cost and saviour • In Warwickshire, IT not exempt from savings plans – taking their share • 30% budget cut over next three years, 20% posts lost • Losing £1.3 mill. following ‘Consultation’ on areas citizens wanted cut • However, ICT is also still seen as vital element of protecting services

5. ICT as Saviour • ICT investment has historically improved services - why else invest • Now even more important role, to preserve services, in WCC two vital areas • E-Services to deliver more cost effectively • Modern & Flexible Working • Time to do e-Government properly!

6. e-Services and Channel Migration • Must move customers to more cost effective and customer friendly channels • Citizens expect, indeed are demanding more online services – Local Govt. must deliver • SOCITM figures on Channel costs, • Face-to-Face £7.40 • Telephone £2.90 • Web £0.32 • Tremendous potential to both reduce costs and improve services

7. Connect Digital • Connect Digital - award winning Joint project – WCC first Council to offer eligibility check • Free School Meals eligibility from weeks to minutes • Key lessons to full benefirs:- • Review process do not automate today • Full integration maximises benefits • Look at solution across all partners processes and information • Design Solution from customer perspective

8. WCC e-Service Project • WCC looking to review all key services • Heads of Services to identify key services to improve via e-enablement in 2011/12 • Priorities to be selected via Customer Services Board including senior Councillors • Priorities to be selected based on • Potential Savings • Improved Customer experience/pathway • Volumes of transactions

9. Innovative approaches • Utilise Mobile Devices – WCC first iPhone App, now on BB and Android platform • Looking to utilise Social Networking, welcome ideas • More success in Open data arena – have run ‘Hack Warwickshire’ competition • New Library Book App • Value of library books • Consultation Info Applications people want – also ‘free’ development

10. Modern and Flexible Working • Second key priority for ICT in WCC • Utilising facilities such as Tablets, Blackberries, Wi-Fi areas, Touchdown points to encourage more Flexible working • Benefits include:- • Cost effective, first time delivery etc. at locations and times to suit customers • Savings in time, travel, accommodation • Benefits staff in terms of flexibility, positive employer • Looking to release £4.4 million, in Accommodation alone

11. Support Shared Services • Support Shared Services across organisations, including systems sharing • 300 Councils different versions of similar, and even the same systems • Must embrace this as a way of reducing both overall service and ICT cost, will need to do this to survive • Real benefits only if processes and services align. IT must move from being a barrier to an enabler • 6 Warwickshire councils share. CRM have since 2002 • Only now moving to Joint Contact Centres • Financial Crisis is an opportunity – challenging sacred cows

12. Look to exploit ‘new’ IT trends • Cloud computing – not necessarily new but real opportunity in new form – support flexible & joint working • Use Commodity IT – devices and services, look to use personal devices • Will need a review of recent security approaches and insistence on customised approaches • Can lead to significant savings and happier users • WCC leading G-Cloud email project to explore these approaches

13. G-Cloud e-mail Project • Controversial, likely to drop ‘G’ • Always planned to use Private Sector Cloud facilities • G-Cloud certified just means:- • Joint and easier procurement – savings • Single security model – savings and safer • Joint Service Management – savings • WCC G-Cloud Pilot will explore use of Commodity e-mail • Also looking at using on ‘any’ device • Supplier demonstrations next week

14. Summary • Hopefully outlined key role IT can and must play in improving and protecting Local Government Services • Enable new service delivery models for customers, public services and IT itself via:- • E-Services designed around customers • Supporting more flexible & mobile working • The facilitation of Shared Services • Use of new technology and commodity IT facilities • Who knows, if successful not just help protect services but perhaps protect own budgets next time