Assessing your organisation’s digital maturityDATE: 12/2017

CONTACT: ISABELLA WALLINGTON

Digital works, it transforms, it makes it easier for business, easier

for government.

“

Hon Malcolm Turnbull MPPrime Minister of Australia

3

WE ARE THE DIGITAL AND DESIGN COMPANY FOR PUBLIC SERVICES.

For nine years we have been working with

government to transform public services,

designed around the people that use them,

supported by digital.

Over that time our team has worked with more

than 150 clients - local public services in the

UK, state governments in Australia, and central

government departments around the world.

What makes FutureGov exceptional is the size

of our networks and the strength of our

relationships in the public sector - we are

connected to some of the most senior people

in government and have made a global impact.

Our clients benefit from the scale of our

ambition and our ability to bring together

design and digital both at a strategic level with

our thought leadership, as well as in practice

through the projects we deliver.

4FUTUREGOV

WE WORK WITH PUBLIC SERVICES IN THREE KEY AREAS…

DIGITAL MATURITY, DISCOVERY AND STRATEGY

Understanding the digital-readiness of your organisation and planning your future digital

transformation activities.

LEADERSHIPAND CAPABILITY BUILDING

Helping your leadersand teams achieve more with

digital and ensuring your workforce is ready.

TRANSFORMATIONDELIVERY

Delivering on better public services through uncovering

user needs and experience and transforming services through

user-centred (re)-design.

PUBLIC SERVICESIN THE DIGITAL AGE

Let’s talk about

Modern public services.

Designed around the people who use them.

Supported by best-in-class organisations and digital infrastructure.

7

WHAT DOES A DIGITALLY MATURE COUNCIL LOOK LIKE?

DIGITAL AT THE HEART OF       ORGANISATION STRATEGY

PROCURE ACCORDING TO SERVICE STANDARDS

SERVICES DESIGNED AROUND THE NEEDS OF USERS

EMBEDDED DIGITAL SKILLS & TALENT ACROSS THE

ORGANISATION

AN ORGANISATION THAT WORKS LIKE THE INTERNET

EMPOWERED TEAMS WORKING WITH SHARED STANDARDS

PRODUCTS & SYSTEMS THAT ENABLE USERS AND STAFF

DATA-DRIVEN TO MAKE BETTER & FASTER DECISIONS

8

START BY DESIGNING WITH SYSTEM-WIDE IMPACT IN MIND

9

FutureGov has developed a digital transformation offer for local government currently being tested and implemented across London and county councils in the UK.

Digital Maturity AssessmentUnderstanding the digital-readiness

of your organisation

Vision and Strategy

Setting the ambition and the tactics to achieve it

TransformationDelivery

Delivering on better public services

Capability Transfer Getting your

workforce ready

Roadmap & Business Case

Planning your future digital transformation activities

Leadership Advisory

Helping your leaders achieve more with digital

OUR DIGITAL AND DESIGN TRANSFORMATION OFFER

The first stage in any digital transformation programme is to understand the digital readiness of your organisation. We’ve designed a Digital Maturity Assessment that helps you work through how close you are to reaching your digital ambitions. It gives you a way to move forward pragmatically by lifting the lid on a range of factors relating to digital readiness of your organisation — from technology to culture, capability to governance.

We run a series of workshops with end users, front-line staff, managers and leaders to explore current thinking on digital technology and discuss existing digital services, infrastructure, data, capability, culture and governance.

As a result, we visualise how digitally mature each part of the organisation is and how ready it is for change. It also help you to identify the inconsistencies between various services and give your organisation the

confidence to make critical decisions needed to deliver better public services.s. Based on this work, we’ll create a realistic plan together that helps your organisation to move forward collectively.

Step 1Digital Maturity

AssessmentUnderstanding the digital-

readiness of your organisation

10

PURPOSE ACTIVITIES

HOW DO WE ASSESS DIGITAL MATURITY IN LOCAL GOVERNMENT?

11

Level of complexity

Level of ambition

SYSTEMATIC

CHANGE

DISCRETE

CHANGE

E.g. paper forms, letters

Paper-based

Practice

For our users:“This is frustrating and old-fashioned.“

1

E.g. digitise an existing

paper form or report,

put PDFs on website for

download

Paper Online

For our users:“It kind of helps but I have to overcome quite a lot of difficulties.”

2

E.g. faster payment,

online application

Digital for Service

Improvement

For our users:“That was easy and fast.“

3

E.g. SH24, Taskrabbit

for care

Digital for Service

Transformation

For our users:“The Council is meeting my needs very well.”

4

Digital for Council

Transformation

For our users:“Everything feels intuitive and considered.”

5

E.g. new capability and

operating model

12

How digital are ECC today?

Level of complexity

Level of ambition

SYSTEMATIC CHANGE

DISCRETE CHANGE

E.g. paper forms, letters

Paper-based PracticeFor our users:

“This is frustrating and old-

fashioned.“

1

E.g. digitise an existing paper

form or report, put PDFs on

website for download

Paper OnlineFor our users:

“It kind of helps but I have

to overcome quite a lot of

difficulties.”

2

E.g. faster payment, online

application

Digital for Service Improvement For our users:

“That was easy and fast.“

3

E.g. SH24, Taskrabbit for

care

Digital for Service TransformationFor our users:

“The Council is meeting my needs

very well.”

4Digital for system-wide TransformationFor our users:

“Everything feels intuitive and

considered.”

5

E.g. new capability and

operating model

CITIZEN SERVICES & PRODUCTS

INTERNAL SERVICES & PRODUCTS

GOVERNANCE (E.g. digital leadership and ownership,

decision-making process, governance

structure and style for digital initiatives,

etc.)

INFRASTRUCTURE (E.g. server, wi-fi, data platform, tools,

system procurement, system/platform

integration, etc.)

PEOPLE & WAYS OF WORKING(E.g. capability, skills, ways of working

i.e. collaboration with service/ ICT/

data teams, agile methodologies,

workforce scalability, etc.)

DEVICES & CHANNELS(E.g. mobile working, citizen service

services, communication channels i.e.

fact-to-face, phone, online, etc.)

VISION & STRATEGY(E.g. vision, mission, purpose/driver,

strategy, etc.)

The tool to help plot your organisation or service

13

Digital Maturity Assessment - Understanding the digital-readiness of your organisation

Digital Self-Assessment Toolkit

Digital Maturity Diagnosis Result

OUTPUTS

14

PURPOSE ACTIVITIES

Defining your digital vision is harder than it sounds -- there is no one size fits all. Each city (and its citizens) will have different digital needs, challenges and ambitions. Adopting a design approach to vision setting we’ll articulate the problems you need to solve to help set a shared vision.

The outcome of the earlier maturity assessment will help us identify the things that need to happen/change to reach those goals. This is the first part of any strategy formulation.

Working with your senior teams, we’ll create an honest space for reflection that allows us to really understand the problems. We’ll use this space (interviews, workshops) to facilitate an understanding of how digital can help enable solutions and together figure out what the activities are that we need to undertake in order to get there.

Bringing insights and inspiration from global, national and local leaders we’ll start to challenge assumptions, work together to set a vision and most importantly

carve a way forward through an incremental and iterative approach.

A vision won’t travel far if not communicated. We can help design artefacts and a communication plan so that this new shared vision can be felt and actioned throughout across councils.

Vision and Strategy

Setting the ambition and the tactics to achieve it

15

Vision and Strategy - Setting the ambition and the tactics to achieve it

Inspirations & Best Practice Draw inspirations from local, national and international digital leaders.

Digital vision and strategy That is tailored for your organisation and ready-to communicate to staff at all levels.

OUTPUTS

THE JOURNEY TOWARDS AN ORGANISATION THAT IS ENABLED BY DIGITAL.

17

Level of complexity

Level of ambition

SYSTEMATIC

CHANGE

DISCRETE

CHANGE

E.g. paper forms, letters

Paper-based

Practice

For our users:“This is frustrating and old-fashioned.“

1

E.g. digitise an existing

paper form or report,

put PDFs on website for

download

Paper Online

For our users:“It kind of helps but I have to overcome quite a lot of difficulties.”

2

E.g. faster payment,

online application

Digital for Service

Improvement

For our users:“That was easy and fast.“

3

E.g. SH24, Taskrabbit

for care

Digital for Service

Transformation

For our users:“The Council is meeting my needs very well.”

4

Digital for Council

Transformation

For our users:“Everything feels intuitive and considered.”

5

E.g. new capability and

operating model

We help organisations work through how closethey are to reaching their digital ambitions.

18

“…assessing ourselves from a user experience perspective; mapping it out and seeing if we can move from paper based to actual service transformation.”Participant working in a council

“I think the value of this model is its simplicity…It is the first step before putting the effort into things like skills, leadership, technology, etc.”Participant

“It is about creating a mindset to know what’s beneficial and why the organisation needsto adopt these processes, otherwise implementation of any sophisticated systemcan be a failure.”Participant

Open State Event 2017

…in Adelaide

19

Greater London Authority

…in London

“Technology enabled transformation has the potential to make public services more effective by designing services around citizen need, enabling speedier, simpler interactions and greater adaptability.”

35 partners looking to accelerate change cross London Boroughs. Assessing the Digital Maturity of London councils and designing a London Office of Technology and Innovation, enabling councils to transform services together

20

A sense of London’s digital maturity and an Ambition setInput from more than 20 boroughs: • A survey of 16 leaders (half CEOs half

CIOs) from 12 councils • 4 workshops with 60 participants • Leadership level conversations with

CEOs, CIOs and more from 10 councils

21

Municipal Association of Victoria

…and in Victoria

FutureGov has starting working with the MAV and Council representatives to encourage shared thinking and build capacity to transform services across councils.

We want to go further faster by uncovering opportunities to collaborateacross the state, starting with a digital maturity assessment and a transformation roadmap.

WHAT’S NEXT FOR VICTORIA?

23

How could we start… • Engage between 10-20 councils from

across the state to participate in a digital maturity assessment process with us (coordinated via the MAV).

• We could create a picture of the state of play across Victorian councils in relation to Digital Maturity based on this critical mass.

• From this we could create a high level roadmap for the state identifying opportunities to collaborate across the sector to go further faster and share investment an resources.

• The MAV can use this to influence further joining up around digital transformation across the state and to invite State Government support to implement.

What we’d love to do next in Victoria

We would like tocollaborate with you

to bring the sector togetherto think about digital

transformation and collaborateacross VIC councils

A high level plan

24

A Rapid state-wide assessment and roadmap report - $10-15K per council (depending on number of councils)

We will: • survey senior leaders including CIO’s, CFO’s and CMO’s • hold 4-6 workshops - attendees should include senior management from key business areas, others based on service areas

and including a mix of business unit managers and frontline staff. • directly interview senior leadership and digital champions across councils. • co-create a Shared Digital Vision for the State and a high level transformation roadmap identifying opportunities to

collaborate.

Jan 2018

CURRENT STATE

Run a digital maturity diagnosis with leaders and

teams

March 2018

HOW WE WILL GET

THERE

Co-design roadmap and

principles to enable teams to deliver

Feb 2018

IDEAL STATE

Articulate a shared digital

vision that is unique to Victoria

SOME SUCCESS STORIES

26

THE CHALLENGE FG APPROACH

Nottinghamshire recognise that digital is rapidly defining how nearly everyone lives their lives and that many of their services were designed before the internet was born. This project presents the chance to look afresh at how we design services to better meet user needs and achieve the goals of the council.

We are working with Nottinghamshire to articulate their ambition for using digital, in its broadest definition, as an enabler of transformation. Our service designers are working in partnership with colleagues in the transport and children’s disability service, supported by people from NCC’s projects, digital, comms, customer and ICT teams.

Through rapid discovery, design and prototyping we will put forward proposals for how a user-centred and design-led approach can identify savings and improve services. We will also look at how well prepared the organisation is to change their way of working.

Digital Vision & Strategy

Service Review & Roadmap

1 Innovation

Lab

2 Delivery

Exemplars

4Lunchtime sessions

Nottinghamshire County Council

Redesigning Services for the Digital Age

6Months

£90,0002

Extended leadership sessions

Digital Maturity

Diagnosis

27

The project is underway, but we have already carried out:

• Staff education sessions on digital, user research and service design (150 people)

• Workshops with CLT and senior managers to assess the organisation’s digital maturity

• User research with transport providers and families using the integrated children’s disability service (ICDS)

• Mapping the transport ecosystem in Nottinghamshire

• Analysis of process and pain points in the ICDS

Identifying up to

£10m in

savings

THE RESULT

28

THE CHALLENGE FG APPROACH

North East Lincolnshire is an ambitious organisation. They recognised that digital is at the heart of any future transformation. The aim of this project was to quickly look at everything that constitutes a digitally mature organisation and make clear recommendations on where to get started.

We facilitated open and honest conversations with front line staff, senior leaders, councillors and partners. Using the FutureGov Digital Maturity model we visualise how digitally mature different parts of the organisation are. This considers both how the service is experienced by citizens, but also the tools and processes used by staff.

The end user The outputs of this process sets North East Lincolnshire Council on the path to reimagining citizen-centred services

The council A clear articulation of the council’s digital maturity and a plan for what they will do next

OUTCOMES FOR …

Digital Vision & Strategy

North East Lincolnshire Council

A Digital Maturity Assessment Your Organisation Can Act Upon

3Months

£35,000 Digital Maturity

Diagnosis

Top100leaders

workshop

29

Since the initial phase of work, FutureGov have been invited back to work through the outcomes from phase one. This has led to a £250k contract of work to fundamentally redesign the major services (those with significant overspends and failing outcomes for users) and build capabilities in the organisation to continue our work when FutureGov leave. The approach is very focussed on the

NE Lincolnshire have signed up for FutureGov working across health and social care, transport and services for children with disabilities. One of the councils on the edge of the UK is starting to lead the way in digital transformation and FutureGov are proud to be at the heart of that change.

THE RESULT“The digital maturity assessment has given not only the leadership team, but the whole council a lot to think about in delivering the best for our communities. The FutureGov approach is very refreshing and engaging and has been of considerable benefit to us — we have a clear vision and some practical principles for moving ahead with an ambitious digital strategy for North East Lincolnshire”

- Rob Walsh, Chief Executive, North East Lincolnshire Council

"

"

WEAREFUTUREGOV.COM

Isabella Wallington Head of FutureGov Australia

isabella@wearefuturegov.com

THE WORLDCAN’T WAIT FOR GOVERNMENT