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Welcome to Derby

Welcome to Derby. Transformation at Derby. Corporate Driver – Council Wide Transformation Fewer Sites, One Stop for Customers More Customer and Staff Self Service New ways of working – 4 work styles Council House Rebuild a key fixed deadline

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Welcome to Derby

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Presentation Transcript

  1. Welcome to Derby

  2. Transformation at Derby • Corporate Driver – Council Wide Transformation • Fewer Sites, One Stop for Customers • More Customer and Staff Self Service • New ways of working – 4 work styles • Council House Rebuild a key fixed deadline • IT Transformation - £ 14 Million IT Investment • New Corporate Applications: • CRM, EDRMS, GIS, Internet & Intranet, HR/Payroll and Oracle Major Upgrade

  3. The Old Building Reception

  4. Council Wide Transformation • Commenced before the 2010 CSR (the big cuts) • PWC developed Target Operating Model • ICT Investment one of 14 key themes • New ways of working and Property Rationalisation • Business Process Reengineering -standard processes • After 2010 had to take savings before TOM could be achieved, but still basis of many savings • 3 rounds of VR increasing pressure, could not have achieved without new ICT

  5. The Old Building Office

  6. Council House Rebuild 2010 • Old Building occupied by circa 500 staff • Corridors and Offices, dark and dingy • Expensive to maintain heat and light • Numerous satellite buildings (mainly rented) 2013 • New modern building : 1400 desks, 2,000 staff • Open Plan, river cooled, hydro and solar power • Closed 10 other sites, saving rental and utility costs

  7. The Old Building - Filing

  8. IT Transformation – £ 14 Million Investment • History of Outsourced ICT and Sweating Assets • Full Server refresh and new IP Telephony • Client device refresh for 2,000 staff • New email cluster and new storage • Citrix Servers and Application Migration to Citirx • CRM, GIS, EDRMS and Asset Management • HR/Payroll and Oracle Upgrade • 5 Year Microsoft Licence Agreement • E-Services – the last piece of the Jigsaw

  9. The Building Demolition

  10. Corporate Applications CRM/Customer Reception • Lagan CRM selected Feb 2011 • Operational from June 2011 • Started with high volume and simple transactions • In first year (Feb 12) - 21% increase in contacts (demand); 36% of all contacts electronic • 40 new fully integrated web forms • Almost 2000 transactions per month • Expansion into booking and payments • KANA Lagan International Channel Shift Award 2012

  11. Corporate Applications CRM/Customer Reception • 2 Payment kiosks – saving 2 FTE and driving card payments ( + 34%) over cash or cheque (-29%) • 3% more payments costing 6p each less than before • Ticketing and appointment system – fewer ad hoc drop in customers; process more benefits with same staff (100% of appointments seen was as low as 65%) • Mobile (I-Pad) knowledge base for meet and greet and for interactive customer experience surveys • Customer Self Service PC;s - simple dashboard

  12. The Building New Structure

  13. Corporate Applications - EDRMS • Open Text Selected Oct 2011; Operational from May 2012 • Started with 15 key services – with high volume paper record keeping or paper based systems • 1 million pages of historic documents imported in 6 months • Robust protective marking and records management • Digital mailroom proof of concept live and wider roll in progress, including accounts payable process • Achieved paper reduction to match very limited filing space in the building and less cost of external storage • Won Open Text award Spring 2013

  14. The Building Chamber

  15. Corporate ApplicationsGIS • Cadcorp GIS Selected October 2011 • Live for key internal users form June 2012 • Replacing more than 15 different mapping systems • New Internet and Intranet facilities • Improved LLPG data locations for 3,500 properties • Capturing new aerial photography & thermal images • Supporting Open Data and INSPIRE directive • Better Integration with key systems – highways, planning

  16. The Building – Fit-Out

  17. Corporate ApplicationsInternet/Intranet • New Internet Nov 2011, New Intranet Nov 2012, Schools Portal Sep 2013 – all the same platform • Function based navigation, Cleaner, clearer content • More powerful search facilities and Top Tasks • Easier to add both templates & custom built e-forms • Use of access controls to restrict web support content and documents for sold services • Basis for new e-Transaction Portal including Authentication, Verification and Personalisation

  18. The Building Finish

  19. Corporate ApplicationsFinance and HR/Payroll • Major upgrade to Oracle Finance – 6 months • New Drill Down and Manager dashboard reporting • Better facilities for forecasting and profiling • Supporting reduction in accountancy support • Replacing obsolete system – I-Trent Chosen Oct 12 • Payroll On Target for Oct 2013, HR (recruitment, training etc) to follow spring 2013 • Self Service for data entry and reporting • Linked to review of pay and conditions (single status)

  20. Floor Plan

  21. Corporate Applicationse_Services • The last piece of the jigsaw • Commenced April 2013 with phased delivery • Master Data Management and integration • Authentication and Verification • Mobile web platform for staff and customers • Based on robust business cases agreed with each department • Repeatable themes such as Book and Pay • Adding value to CRM, GIS, EDRMS, and Internet

  22. Floor Plan

  23. New Ways of working 4 defined work-styles • Desk Based – but not always in the office • Thin Client, Small Form PC & Citrix remote gateway • Flexible Worker – eg, Social Worker, Env Health • Laptop and Citrix remote gateway • Street Worker – eg, parking, parks, waste • Tablet or smartphone, access to hotdesks& Citrix • VIP or Power User • Laptop or Desktop & smartphone – based on who they are or software restrictions & Citrix of course

  24. The New Quiet Area

  25. New Ways of working 4 defined work-styles • 2010 Estimate was 1500 thin client, 500 other • Reality was 1200 Laptops and 500 thin client • Partially due to business culture, Partly due to software in use • Street worker low take-up, but mainly I-Pad • Over 600 staff have worked remotely • Many through council laptop and VPN (some 2FA) • But also many using own computers and Citrix gateway

  26. New Customer Reception

  27. New Ways of working e-Learning • Developed programme of - e learning for 400 key staff with University of Derby • Personal Development • Managing or Working in a Mobile workforce: • Introducing Mobile working • Managing/Leading Virtual Teams • High Performance using Virtual Tools • Develop own Mobile working Plan • http://www.derbyworkstyle.co.uk/menu.asp

  28. The New Workspace

  29. New Ways of working Corporate Communications • New Working Portal on Intranet https://iderby.derby.gov.uk/derby-workstyle/ • Move Co-ordinators appointed and Briefed • Managers Briefings • Weekly Bulletins • Induction Sessions for all Staff – including Tours • Move Countdown Week 10 to week 1 – Key Actions • New Travel Plan • Good Communication was a Game Changer !

  30. Civic Entrance

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