Overview & Scrutiny Committee

ICT Report

12th October 2015

ICT Facts & Figures

• ICT Supports– 2,620 End Users– 3,574 Council IT PC’s, Laptops, IGels– 500 Council IT Tablets– 550 Council Smart Phones– 787 Council Business Systems

• Centralised Service / 4 ICT Teams1. ICT Service Desk2. ICT Technology (hardware, network & security)3. ICT Business Systems (software applications & information governance)4. ICT Projects & Programmes (major system changes & new systems)

• Budget– ICT base budget £3.2m p.a.– ICT strategy budget circa £2m p.a.

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ICT Service Desk

• Opening Hours– 8am-5pm Monday-Friday– Drop in service 10am-12pm and 2-4pm Monday-Friday

• 6 Staff Rota– 2 Staff taking phone calls– 2 Staff dealing with email/on-line requests– 2 Staff drop in service– 140 Phone calls per day– 120 Emails/on-line requests per day

• Member Support– Given priority support– Wallet cards & posters in Members Area with 4 contact names/numbers– Dedicated email address

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ICT Plans

• For Councillors– WorkSmart for Members

• For Residents & Businesses– Web & Digital Strategy

• For Staff– WorkSmart for Staff

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WorkSmart for Members New Technology

Members Working Group

• Councillor Smart (Chair)• Councillor Christie• Councillor Foote• Councillor Lambert• Councillor Mann• Councillor Malhotra• Councillor Todd

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Technology for Members

• iPhone 6 or iPhone 6 Plus to replace Samsung Phones• Tablets (IPad) to have the Microsoft Office365 to edit documents.

• Some members may opt for no tablet if they have iPhone 6 Plus

• 4G upgrade dependant on need (cost associated)• IGels to replace PCs in the physical Member areas• Laptops will not be part of the offering unless individuals make a

strong case for one• Box to primarily be rolled out to Cabinet and self-nominated

interested members. Box will subsequently be promoted to the rest of the Members

The Plan

• Analysis and Technical Specification - 14th Sep to 18th Sep• Initial Budget Estimates – 17th Sep• Business Engagement Workshop – 28th Sep• Confirmation of costs – 29th Sep• Pilot Hardware, SecurEnvoy licences ordered by 5th Oct• Pilot Go / No Go – 12th Oct• Pilot – 13th Oct to 23rd Oct• Mass Deployment Phase For Members Appointment Based Clinic Deployment – 26th Oct to 6th NovMop up sessions – 9th Nov to 27th NovOfficers will be scheduled in line with relevant members

Web & Digital Strategy For Residents & Businesses

Subject to Cabinet Approval in November 2015

Web and Digital Vision

The vision:

Digital by Default

The web is the preferred way of dealing with the Council for the majority of residents, businesses,

staff and Members.

This is because it is the quickest, most convenient, cheapest, easy to use and secure way of obtaining

information and accessing services.

Aims

• To fully understand our customers as individuals. To use customer data to develop an online customer experience which is tailored to the preference and requirements of the individual.

• To maximise use of web and digital communications technologies to enhance and sustain the council’s online services, communication, engagement and consultation with residents, staff, members and other key audiences.

• To bring together the council’s web and social media sites, as well as those of its suppliers, into a ‘one stop shop’ that is easy to find (and accessible to all), easy to use, cost-effective and efficient for users and council alike.

Aims continued

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• To enhance communications and community engagement through: the introduction of a digital version of Hounslow Matters; localised e- news bulletins and targeted email/SMS communications; easier ways for residents and businesses to have their say about council-related matters, including statutory consultations.

• To achieve financial efficiency savings and performance improvements across the council associated with channel shift by providing the means for cheaper, automated online transactions/reporting; online statutory consultation and digital publishing.

• To provide a staff specific platform that promotes information sharing, collaboration and engagement - fitting with the principles of WorkSmart.

Programme overview – 6 projectsProject One – New Web Content Management System

Our existing web content management system is old and unsupported. It makes changes difficult and is unreliable. We need to select and procure a new web Content Management System. This is the foundation for creating a new Council website which is covered in Project Three.

The benefit of this project for our residents will be a reliable, flexible and agile web platform for the Council’s website in the future.

This project also enables the successful delivery of the other projects in the strategy including the new Council web site.

Project Two – Residents Portal (linked to Salesforce CRM)

Integral with the Council website will be a Residents Portal that allows our customer to transact with the Council on-line including providing the means for quickly capturing key data about our customers that can inform a personalised web and digital offering.

The benefit of this project for our residents will be a personalised portal that allows them to conduct and monitor their services with the Council. This project also enables channel shift and the successful delivery of its associated savings.

Programme overview – 6 projects

Project Three – New Council Website

Is the development of a new Council website and the migration plan for bringing other Hounslow websites together into a single “one stop shop”.

The benefit of this project for our residents will be an easier and quicker way to find information and transact with the Council without having to search 19 different Council websites.

Without an attractive, contemporary, reliable and multi-lingual website containing accurate and up to date information with easy to use on-line services, our residents and businesses will continue to use telephone, email, letter and front desk channels to access our services and not channel shift.

Customer satisfaction with the Council will also decrease over time because residents will increasingly expect us to have a good modern website.

Our current website is a generation behind the current best Council websites and this gap will increase over time if we do not invest in renewing it, e.g. it looks old fashioned, is clunky to use, doesn’t offer contemporary Council website functions such as My Account resident portal, Find My Nearest, About My Area, On-Line Consultations, Petitions, etc.

Programme overview – 6 projects

Project Four – Social Media - Communications & Engagement

To improve how we use Social Media and how residents can transact with us via social media platforms.

The benefit of this project for our residents will be that they will have a more personalised on-line experience with the Council whilst being able to interact via a range of social media platforms.

It also enables the delivery of Communications savings assuming Hounslow Matters ceases in its current printed form and is replaced by targeted digital communications

Programme overview – 6 projects

Project Five - Renewal of our intranet

Renewal of our intranet to provide single on-line platform for information, collaboration, knowledge sharing and learning for staff and Members. The intranet should reflect the same principles that we are trying to achieve with our website project - standard branding, transactional and simple to use.

The benefit of this project for our residents will be that our staff and Members interact will be able to carry out their role more effectively for them from any location.

Improving the structure of information and the ability to better search that information will make it quicker and easier for staff and members to find the essential information they need to do their roles more effectively.

Project Six – Members Portal further development

Further development of the Members Portal based on Members feedback and requirements.

The benefit of this project for our residents will be that our Members they interact with will be able to provide an improved service for them by have an effective way of handling cases, building on from the launch of the Members portal.

Web & Digital Savings

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• Customer Services & Finance• Self service and channel shift savings of £143k over next 2 years

• Communications• Savings of £278K over next 3 years assume Hounslow Matters

ceases in its current printed form and is replaced by targeted digital communications

• Revenues & Benefits• Part of the Liberata contract savings for the next 3 years are being

generated from e-billing and use of the web portal Liberata are developing

Programme Overview

PROGRAMME STAGE Nov‐15 Dec‐15 Jan‐16 Feb‐16 Mar‐16 Apr‐16 May‐16 Jun‐16 Jul‐16 Aug‐16 Sep‐16 Oct‐16 Nov‐16 Dec‐16 Jan‐17 Feb‐17 Mar‐17 Apr‐17Stage One:Hounslow main website established.Deliverables include CMS, templates and agreed design, platform for migrating and adding new contentStage Two:Migration of website to central platform that have been deemed priority 1 or 2 (from a 1 easy to 5 hard scale)Stage Three:Migration of website to central platform that have been deemed priority 3 and above  (from a 1 easy to 5 hard scale)

Phase One:Proof of concept, integration to Salesforce

Phase Two:Proof of concept, integration to Line of Business SystemPhase Three:Production Portal

Case generation into CMSSocial Media site consolidationDigital bulletins and targeted email

PROJECT FIVE:Renewal of Intranet Full renewal (assumption

PROJECT SIX: Members Portal ‐ Further Development Scope to be determined

PROJECTS ONE AND THREE: Procure Content Management System (CMS), develop new website and migrate

PROJECT TWO:   Residents Portal

PROJECT FOUR: Social Media ‐ 

Communications and engagement

Subject to Cabinet Approval in November 2015

WorkSmart for Staff New Technology

New Technology – out of the officeWorking remotely

•Windows 7 wifi enabled laptop– Will connect to corporate and external wifi securely– Optional keyboard will be provided when working remotely– Mouse provided– Laptop carrycase options will be available– Will be able to connect to home monitors– Ability to work offline when no wifi is available– Ability to video conference, instant message, share files

•People will access the network via a Soft token (replacing the RSA token)– Can be accessed via your phone rather than needing a “physical” token

•Soft Phones– Make and receive calls using a “soft phone” accessible through laptop, using a

headset (wifi required)

New Technology – in the officeWorking in the office

•All desks will be equipped with the following standard technology:– Power, monitor, mouse and keyboard– iGEL thin client device– Cables to “dock” your laptop to keyboard, monitor and mouse and network

cables– Network Cable– Hard Phone

•Touchdown space will be equipped with the following standard technology– Power, Network Cables

•Shared Resources– Multi functional printers, corporate wifi

Questions?