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Using customer & demographic data to manage demand and deliver more targeted services
24/05/2016
Better Connected Live 2016
Welcome
Nearly 30 years in local gov ICT, 18 in Newham, 6 jointly with Havering & 2 in oneSource, working with Bexley, Brentwood, Norfolk etc.
Geoff Connell – Director of ICT – oneSource for LBN & LBH (youngest/oldest, multi/mono cultural, red/blue-ish, inner/outer, but both need big savings!)
President of Socitm. Focussing on the changing role of the local government ICT leader and workforce diversity – with a particular focus on youth
What I Will Cover
Data Driven Service Redesign
Green Waste Transformation Example
Landlord Licencing Example
Context Setting
Digital Inclusion
Context
Havering is facing a 97% RSG funding cut, Newham will have over £70m less PA. We have already achieved savings. £100m+ in Newham
Aging population, benefit caps etc driving growth in demand
Health & Social Care Integration & Devolution are creating new challenges & opportunities
Digital technology can underpin and enable new delivery models and achieve better customer experiences and outcomes. If done right!
We all know we cannot just reduce services in line with budget cuts. Adding greater efficiency to current delivery models is not enough
Data Driven Redesign
Used to provide better customer service, better informed social care decisions, improved processes (homelessness entitlement)
Data Warehouse - used to target scarce resources more effectively. (Landlord Licencing example)
Used to predict future demand and shape services accordingly (homelessness, social care early intervention)
Used to determine the priority for shifting transactions online and redesigning end-to-end processes
Joined up view of customer across all main systems, consumed from within CRM & Social Care apps as well as Intranet.
Implementing Online Services
Newham’s top transactions are bulky waste collections, parking permits, housing register, landlord licencing & street scene (fly tips – via app etc)
Havering initially focussed on green waste & bulky collections, then more recently registrars and CT&B (boroughs shares online developments)
Take-up in Newham is over 80% online and Havering over 60% online and catching up fast
Nearly all households in Newham have at least 1 registration on the customer portal, Havering is lower, but 100k+ resident signed up for eNewsletter
Newham focussed on the top transactions that drove face to face contact. Throttled back capacity over legacy channels & saved £12m+
Green Waste
Landlord Licencing
Digital Inclusion
Three Examples
Green Waste – 90% Online
Year two – simplify processes (originally designed for all exceptions, now designed for the majority)
Moved to online only, but tech now aging and in need of refresh (Original business case easy, but need to continuously update)
Digital exclusion, although low, still needed more robust alternatives to support the 7-10% offline (Havering library offer)
Next year, renew anytime, DD option, digital support options in all libraries, part of shopping basket / bundles of chargeable services
Year one – going online - simple targeting of high volume transactions to channel shift (particularly face to face transactions)
6
5
32
41
Landlord Licencing
Data Warehouse used to move from 50% enforcement success to 99% (TIMS)
Also working on shareable custom back end DB
Outcome - £Millions of income, better housing, fairer landlord market, increased CTAX collection
Online self-serve only (LIcencePro on AWS)
Household – Mosaic GroupsThe top five Mosaic groups account for 65% of the households in Havering
LTransient
I UrbanCohesion
O MunicipalChallenge
K ModestTraditions
5.6%
N VintageValue5.7%
M FamilyBasics5.8%
J Rental Hubs7.3%
B PrestigePositions
8.5%D Domestic Success
11.2%
H Aspiring Homemakers13.7%
E Suburban Stability15.8%
F Senior Security16.2%
Sheet 1Mosaic Group
F Senior SecurityE Suburban StabilityH Aspiring HomemakersD Domestic SuccessB Prestige PositionsJ Rental HubsM Family BasicsN Vintage ValueK Modest TraditionsO Municipal ChallengeI Urban CohesionL Transient RentersA Country LivingC City ProsperityG Rural Reality
Dataset: Mosaic Public Sector, 2014Data Source: Experian Produced by Public Health Intelligence
Source - “Internet Use by Borough, and Population Sub-Groups” from the ONS
The table shows whether people aged 16 or over have ever used or never used the internet.The question asked in the Labour Force Survey is "When did you last use the internet?" This question is only asked to people aged 16 and over. The first time this data was available was 2011 Q1. The APS sampled around 333,000 people in the UK (around 27,000 in London). As such all figures must be treated with some caution. Data was supplied directly by ONS under request from the Greater London Authority. Numbers rounded to the nearest thousand.
Where are the households that are digitally excluded?Wards
Number of households
Digitally Excluded Households
Digitally Excluded Households per 1,000 households per ward
Brooklands 6573 338 51.4Cranham 5319 890 167.3Elm Park 5338 573 107.3Emerson Park 4729 543 114.8Gooshays 6188 527 85.2Hacton 5035 748 148.6Harold Wood 5685 585 102.9Havering Park 5330 571 107.1Heaton 5467 728 133.2Hylands 5148 528 102.6Mawneys 5484 644 117.4Pettits 5230 624 119.3Rainham and Wennington 5149 650 126.2Romford Town 7663 299 39.0South Hornchurch 5734 669 116.7Squirrel's Heath 5729 495 86.4St Andrew's 5941 619 104.2Upminster 5340 887 166.1Grand Total 101082 10918
WardsNumber of households
Digitally Excluded Households
Digitally Excluded Households per 1,000 households per ward
Brooklands 6573 338 51.4Cranham 5319 890 167.3Elm Park 5338 573 107.3Emerson Park 4729 543 114.8Gooshays 6188 527 85.2Hacton 5035 748 148.6Harold Wood 5685 585 102.9Havering Park 5330 571 107.1Heaton 5467 728 133.2Hylands 5148 528 102.6Mawneys 5484 644 117.4Pettits 5230 624 119.3Rainham and Wennington 5149 650 126.2Romford Town 7663 299 39.0South Hornchurch 5734 669 116.7Squirrel's Heath 5729 495 86.4St Andrew's 5941 619 104.2Upminster 5340 887 166.1Grand Total 101082 10918
Digital Inclusion
But the analysis shows us where we need to provide support (primarily via volunteers in libraries)
We can also see issues for vulnerable isolated adults that we are using tech to connect to support
Housing tenants use mobiles for internet, but not our services. Universal Credit online only raises concerns
ONS Stats, Go-On UK, internal analysis of Havering Digital Portal Shows exclusion is low
We have come a long way, but need to continuously evolve – tech, data & services
The more we know find out about our customers, the more we need to know
Conclusions
Digital & data must be used to redesign ways of achieving outcomes. Not just automate existing services, but enable, measure and continuously refine new delivery models and greater partnership working
Data must be harnessed in order to improve service quality, efficiency and transparency
The ICT workforce must be further diversified in order to improve the relevance of solutions (be like our customers!)
ICT managers must become digital leaders, working in collaboration with politicians and enlightened service managers to implement data driven, digitally enabled new delivery models
