Implementing a Digital Strategy for Better Customer Service and Efficiency

1. Implementing a Digital Strategy Sarah Robson Folkestone & Hythe District Council 27 March 2019

2. Why do digital? • Business as usual is no longer an option • Ongoing budget cuts • Population increasing and ageing • Digital natives turning 18 • Customers have high expectations for digital services • Encourages self service and manages demand • More efficient use of resources to move to digital channels

3. Our digital agenda • Digital is not a ‘bolt-on’ on or ‘nice to have’ - it is part of everything • More and better digital services that customers want to use • Redesign how we work to meet current and future needs of our customers. • Rethink everything we do, reduce bureaucracy, place users at the centre • Tackle back office systems as well as front end • New ways of working, collaborate and share learning

4. Increased customer techspectations

5. Better for us, better for the customer • Channel shift – easier for the customer to transact online • ‘One view’ of the customer – removes multiple handling • Ability to access multiple services • End-to-end service delivery • Reduces failure demand – get it right first time • Easier to detect fraud • Back office more efficient, less manual intervention, manages demand and reduces calls • More time dealing with complex enquiries and customers unable to access online services

6. £8.62 £2.83 15p Source: SOCITM

7. Our transformation programme • New operating model enabled by ICT and digitalisation • Redesigned services to benefit our customers • Culture change led from the top

8. Our approach to transformation

9. Design principles

10. Our digital strategy Council’s first Digital Strategy adopted in 2018 Website – transforming our website as our core digital platform Technology – introducing new technology to support end-to-end service delivery Digital inclusion – supporting our customers in overcoming exclusion Culture – how we will embed digital transformation into our culture

11. Local digital declaration • In 2018 our residents successfully completed 25,000 online transactions • As part of our continued commitment to a digital channel shift in services, the Council signed up to Government’s Local Digital Declaration in November 2018 • Affirms our commitment to develop more flexible and personalised online services, whilst delivering value for money https://localdigital.gov.uk/declaration/

12. Financial savings – the opportunity • Reviewing all business processesas part of transformation • Starting with the customer in mind • Applying the design principles • Identifying opportunities for digitalisation • Where business processes can be improved, potentially minimises manual intervention between 15–100% • Opportunity to create an initial year-on-year saving of up to £300k in Customer Services and Business Support – currently being tested

13. And finally… • It’s not for everyone • Important that no one is left behind and unable to access services • Reasons for digital exclusion are complex: • Access - the ability to connect to the internet • Skills - to be able to use the technology • Motivation - knowing why using the internet is a good thing • Trust - fearing lack of security and online crime • A significant element of our Digital Strategy will aim to promote and signpost information and resources to help individuals overcome digital barriers

14. Get in touch… sarah.robson@folkestone-hythe.gov.uk www.folkestone-hythe.gov.uk