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Supporting Digital Collaboration

Supporting Digital Collaboration. Socitm East 9 th May 2014 Geoff Connell – Director of ICT oneSource working on behalf of…. Agenda. About LB Newham and Havering The story of ICT, Digital and shared services in Newham and Havering since 2010. About oneSource. About Newham.

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Supporting Digital Collaboration

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  1. Supporting Digital Collaboration Socitm East 9th May 2014 Geoff Connell – Director of ICT oneSource working on behalf of…

  2. Agenda About LB Newham and Havering The story of ICT, Digital and shared services in Newham and Havering since 2010. About oneSource

  3. About Newham Compact, but densely populated - approx. 12sqm & 320k population Amongst the Poorest boroughs in England & Wales Life expectancy 2 years less than national average Highest unemployment rate in England Most ethnically diverse (200+ languages) 40% govt. funding reduction since CSR-2010 Youngest population in country Massive regeneration programme. Inc.2012!

  4. About Havering Havering is the 3rd largest London Borough, Green & suburban developments Pop. 237,000 residents. It is the least culturally diverse London borough, but that is changing rapidly (BME population doubled from 2001-2010). Havering has the largest proportion of Adult Social Care users in London and 1 in 3 adults are aged between 40 & 64 £100M PA budgets cuts estimated from 2010-2018..

  5. Partnership Working

  6. Purpose • To reduce ICT overheads through shared service provision or joint procurement. • To improve the effectiveness of ICT systems in the boroughs through shared knowledge, skills and IP assets. • To standardise systems and processes, removing technological barriers from wider sharing of staff or services. • Objective • By 2020 there will be more shared infrastructure, systems and services, but not one size fits all. • Principles • ICT Strategies and approaches will become aligned over time where beneficial to each authority. • Move at the pace of the fastest but allow others to join in when ready

  7. Shared vision • Various workstream leads • Standardise • Consolidate • Share • If we can share the technology • Then we can share the processes • Then we can share the people

  8. Objectives of the Newham & Havering Shared ICT Arrangements To reduce the overheads associated with running Newham and Havering’s ICT services. By 25% (while maintaining capacity to delivering more than ever before!) To freely share knowledge, skills and best practice in order to improve the quality of the respective ICT infrastructures and services. To accelerate the rate of improvement of Havering’s ICT core infrastructure to underpin its organisational transformation. To improve Newham’s back office ERP estate. To demonstrate what could be achieved through partnership working. Other back office areas are now planning to follow. Operated initially as a hybrid “franchise” & “centre-of-excellence” model. Over time it has evolved into a single service delivered across two locations. Slide 8

  9. London Wide ICT Partnership Working • As well as Newham & Havering + wider ELS joint ICT developments, we have… • London Connects for the 33 London LA CIOs, plus rep’s from health and various other groups such as ISfL. • Over the last year we have also teamed up with the procurement community in order to drive standardisation and cost savings through better ICT category management and strategic supplier relationship management. • Athena.

  10. Joining Up London ICT & Procurement Communities

  11. So how did it get started? With an invitation from colleagues at Havering. And has now been running for 4 years, saved £3M PA and improved the overall quality of ICT services in the boroughs. We are doing more with less. A further £1.2M to save this year. Slide 11

  12. Main Areas of ICT Enabled Savings • Funding cuts are accelerating the adoption of new delivery models in order to improve council efficiency rather than cut services. • In order to protect services to local people, councils are pursing a number of cost reduction approaches, most of which require significant ICT solutions and often include the following. • Channel shift & resident self serve from basic advice & guidance to personalised budgets for social care • Internal centralisation and staff self serve • Property portfolio rationalisation (supported by flexible & remote working) • Mobile working • Shared &/or jointly procured services • Process automation

  13. Customer Services Technology Collaboration

  14. ELS 3 Borough Customer ServicesTechnology Collaboration Newham, Havering & Waltham Forest - sharing the systems and processes embedded in the systems to provide better customer service, particularly online at the lowest possible cost. Others joining in. Looking for a future development partner to take to market.

  15. Similar Approaches across the 3 boroughs Consistent set of technologies and increasingly, business processes Joint ICT Development across 3 Boroughs Waltham Forest Customer Transformation Programme Havering Customer Services Improvement Programme Newham Customer Access Programme Programme Sponsor Programme Sponsor Programme Sponsor Programme Board Council Services Programme Board Council Services Programme Board Council Services Programme Manager Programme Manager Programme Manager Programme Work Steams Programme Work Steams Programme Work Steams Joint scoping and requirements gathering workshops – 80%+ Common ICT Solution where possible Joint ICT Development Team Key Benefits: Shared Cost of Development, Reduced Ongoing Support Costs, enabling Future Shared-Service Options

  16. Common Solutions Architecture Borough Localisations Service Line Solution Localisations - per authority Common Service Line Solutions Common Service Line Solutions Bulky & Green Waste, Complaints, Registrars, etc. Common ‘Core’ LG Framework Dynamics CRM Framework ‘CORE’ Customer Portal Achieve Forms LG Website Mapping GIS L/NLPG (Address) Foundation: Microsoft Applications MS Dynamics MS SharePoint BizTalk Multivue Roll-ups Patches Patches Patches

  17. Average My Newham Registrations doubled when cash-offices closed 2nd March 2012. Doubled again when visitor parking permits went primarily on-line from 1st May (in time for the 2012 Olympics!) Rented Property Licensing peak in Dec-Jan. Over 110,000 customers registered on My Newham 71% of residential households Soft launch No PR

  18. Overall Channel Shift Trend - Volume My Newham self-service is delivering a clear trend of reduction in face-to-face contact Approaching 1 Million enquiries handled since 05 May 2011

  19. About oneSource OneSource is built on a successful partnership between two London boroughs - Havering and Newham (technically a joint committee). The two organisations are sharing 21 back office services and are already reaping the benefits in terms of cost-saving and efficiencies, while protecting frontline services for residents. Our aim is to achieve an estimated £40m in savings for the two councils over the next five years (over and above £3M PA for ICT already saved). In creating oneSource, Newham and Havering Councils have capitalised on a successful history of joint service transformation working, including a shared Head of ICT and collaborative procurement. We worked quickly to develop oneSource so we could maximise potential savings. This includes using shared ICT platforms and standard systems. We believe that, in oneSource, we have created a preferred and replicable model for shared services in the public sector Slide 19

  20. oneSource Contacts If you would like to know more about oneSource, please speak to one of the senior management team or contact us in the following ways: Visit www.onesource.co.uk for more details and management team contacts. Phone:           01708 434155 Email:             info@onesource.co.uk Geoff Connell – Director of ICT oneSource – geoff.connell@onesource.co.uk Slide 20

  21. Thanks for Listening. Questions? Slide 21

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