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Designing online social security for the future – into the ‘wild’ LSE - moving social security online 29 th June 2011 Martin Ferguson, Policy Director - Socitm martin.ferguson@socitm.gov.uk. www.socitm.net. Into the ‘wild’.

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  1. Designing online social security for the future – into the ‘wild’ LSE - moving social security online 29th June 2011 Martin Ferguson, Policy Director - Socitm martin.ferguson@socitm.gov.uk www.socitm.net

  2. Into the ‘wild’ • “You must have chaos in your soul to give birth to a dancing star” Nietzsche quoted in: www.socitm.net

  3. Three core principles: • Innovate • Redesign • Collaborate www.socitm.net

  4. What I want to cover: • Collaboration, re-design, innovation in • designing online social security for the future: • Policy issues • Delivery issues • ICT issues www.socitm.net

  5. Tomorrow’s Public Services (Socitm Insight) • self-service • shared services, including shared technology • flexible working as the norm rather than the exception • capitalising on mobile devices • services re-designed as end-to-end processes, • minimising human intervention and physical ‘hand-offs’ • information available, accessible and reliable • new delivery vehicles, such as cooperatives • coordinated responses to a single issue by multiple • agencies www.socitm.net

  6. Collaboration – policy • What are the outcomes being sought? • Housing costs? • Council Tax benefit? • Clarity over respective roles of DWP, HMRC, CLG, LAs, Third Sector • Risk assessment www.socitm.net

  7. Collaboration – delivery • ‘Chaotic’ lives • Engaging key stakeholders • Engaging people: • benefits staff • peripatetic nurses – LG and third sector • social workers – LG and third sector • citizens • etc etc www.socitm.net

  8. Collaboration – ICT • Agile – business model and/or ICT systems development • LG practitioners • LG ICT community • Third sector • Suppliers www.socitm.net

  9. Re-design - policy • Flexibility in the policy approach • Methodology/mindset • Agile • business value, outcomes focused, approach, with ‘citizen at the centre’ • Channels – access, inclusion and transition • Delivery model www.socitm.net

  10. Re-design - delivery • Who will deliver the front and back-office services? • DWP online • Housing costs/benefits • Council Tax Benefit • Will LAs and Third Sector be able to act as contractors for the service? • Transitioning delivery • Mediated delivery • Performance monitoring www.socitm.net

  11. Re-design - ICT • Core system • Linkages: • identity management and other standards • data protocols between DWP and LAs re. accreditation of data • who will validate private sector tenancy information? • what will be the payment vehicle? • positioning wrt other online information/systems • social media • transitioning legacy information and systems www.socitm.net

  12. Innovation - policy • Policy development: • key stakeholder engagement • citizen engagement • Linkages policy – delivery: • welfare reform • ‘Localism’ • ‘Big Society’ www.socitm.net

  13. Innovation - delivery • Lack of transparency: • business case • project plan • deliverables • Opportunities for co-production and co-delivery • e.g. electronic marketplace for social and health care – citizens as ‘data controllers’ – linked to Universal Credit www.socitm.net

  14. Innovation - ICT • ICT to enable personalisation • Suppliers • Developer communities • Technologies www.socitm.net

  15. Conclusions • Strong central drive • Agile approach • Invitation to the wild places! • SOLACE ..... Socitm, CIPFA, IRRV • Frontline staff • Citizens • Innovators www.socitm.net

  16. www.justgiving.com/Martin-J-Ferguson martin.ferguson@socitm.gov.uk

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