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The Challenges Facing Local CIOs
04/03/2016
Local Digital Futures
Who am I?
27 years in local gov ICT, 18 in Newham, 6 in Newham and Havering, 2 in oneSource, working with Bexley, Brentwood, Norfolk.
Chair of various regional & National groups including London CIO Council & Socitm, LCIOC member.
Digital Leader top 50, CIO 100, Socitm Member of the Year 2015
Geoff Connell – Director of ICT – oneSource for LBN & LBH (youngest/oldest, red/blue-ish, inner outer, both need savings!)
President of Socitm in 2016/17. Focussing on the changing role of the local government ICT leader and workforce diversity.
What I Will Cover
The CIO Challenges
The Opportunities
Summary & Q&A
Context Setting
Context
Havering is facing a 97% RSG funding cut, Newham will have over £70m less PA.
Aging population, benefit caps etc driving growth in demand.
Health & Social Care Integration & Devolution are driving new challenges & opportunities
We have already made big cuts / savings. £100m+ in Newham, 40-50% ICT cuts.
We can’t afford to keep doing what we have done in the past so we have 2 choices. Either do less / lower the quality to fit the new budget or Innovate and change what we do or how we do it. (Realistically both but the latter is better!)
Challenges
Exploit cloud, join up data & systems, but cyber security….
Digital Service Redesign & Channel Shift.
Supporting Property Rationalisation & service process efficiency through mobile, flexible & remote working.
Skills shortages & high costs for digital and data expertise. We also need better collaborative and commercial skills.
BAU – Keep the lights on (in-house, strategic sourcing, hybrid cloud) – despite funding cuts.
Challenges –Budget!
Keep the lights on! Environment is getting more complex…
Opportunities
Digital & technological advances provide opportunities to do more / better with less. Or maybe… less with much less? Tech & cloud.
Data & BI can inform process redesign and change how we target our increasingly scarce resources.
Mobile, flexible & remote working enable savings through process efficiency and property rationalisation.
Diversity (inc. age, gender, race) in our workforce can provide new ways of looking at old problems. Apprentices lower costs too!
Work together, lots of examples from shared services to GDS to local digital initiatives like this. And don’t forget market shaping.
Workforce Diversity, need more women & digital natives
Innovation & Service ImprovementCIO = Chief Innovation Officer?
Shared Services & Commercialism
Spin-outs – 2. Pest Control
Shared services – oneSource joint committee of Newham & Havering
Shared services – Tri-borough, evolving, Camden & Islington +? JC.
Shared Services – Kingston & Sutton -TUPE to lead authority
Pan London work – Shared Platforms - 1Oracle joint support now live
Twin track devolution – what partners, what scope? Health & Social Care..
Spin-outs – 1. Language Shop – 51% employee owned mutual
Shared services – Wandsworth & Richmond - Whole Council Merger
Understand & Tackle Digital Inclusion
Exploit New & Emerging Tech Innovation
oneSource ICT Roadmap & Challenges
ICT Savings – 40% cost reduction since shared services introduced. £1M last year, £0.75M this year & 2016/17 & 2017/18 (or income)
Supporting councils transformation plans to achieve overall savings targets while protecting service quality.
Priorities: Digital Principles to delivery, 2020, online self-service, use of BI, spinouts / commercialisation, cloud, apps consolidation, ERP, mobile, etc.
Programme plan on following slides, but current priority is…..
Wider shared services, including Integration of Health & Social Care.
ICT Infrastructure Programme Critical Network (PCN)Milestone Key:
Complete
SlippedAssurance Gate
At risk Go LiveDependency
On Hold
Networks
Telephony
Software
Enhancements
Data
Centre
BothHavering
Newham
December 2015
At risk
On track
On track On Hold Slipped At risk
On Hold
Slipped
On track
RAP & 2FA Replacement/Solution
Delayed Early
Direct AccessPilot Group testing
Provance Asset Management System TBC
Test data to be migrated to Live
AppV5
oneSource Telephony Convergence
Chip & Pin Analysis
OfficeLink - Migration to EE analysis
SharePoint Migration, refinements & roll out (Phase 2 – all other areas)
Avaya Upgrade
Test multi platform
RAP ReplacementSupplier to be agreed
Lync (Voice) for RAP Users Preparation & Installation
Testing
Office 2016 Servers & Build Testing within ICT
Lync video Conferencing Test devices ordered
Review of InTune ( Mobile Iron replacement)
Legal – Digital working
User Experience Virtualization(UE-V)
Contact Centre Procurement & Legal
Roll out
IE11 Final Roll out
Location & Licences PilotTBC
TBC
Switchboard Upgrade
31/4 – 1st batch of Surface HUBs in the UK
Replacement of WiFi (LBH) Self Serve
Future Data CentreInformation gathering Migration/removal of applications from THDC PSeries
Procurement
Decommission PSeries
Review data & write specification
Server 2003 Remediation Work
Replacement WiFi (LBN)plan & preparation
January 2016 February 2016 March 2016 July – September 2016 October – December 2016 January – March 2017April – June 2016
Core Data Centre Build
Identity Management Remedial Actions
Exchange Cloud migration preparation
Migration
Server Cloud Backups (ASR)
Data Centre Network Refresh
Surface Hub Rollout
Skype for BusinessTBC Market Testing Agree Specification Procurement
Application Presentation – evaluating options with Microsoft
Early adopter Office 2016 Rollout Corporate Office 2016 Rollout
Win 10 Mobile device trial Review Device strategyDigital
Workspace
Onboarding
Bexley
Finance Service
Access to systems(phase 1)
Access to systems (phase 2)
Evaluation (Top 10 Applications)
Identity Management (Review & Design)
Evaluation of Network security products
Joint Contact Centre(Service Area scoping)
Evaluate Office 365 Services
Base Windows 10 build mobile devices Testing within ICT
Migration Review of B.Y.O.D
IPVPN Refresh (remote sites)Network Infrastructure Refresh (hardware & switches for Town Hall & Mercury House)
Licence Review SQL server estate
Licence Review – Windows Servers
SharePoint migration (Phase 1 – ICT )
Workshops & Planning
Lync & OCS FederationExchange Federation
Network Connectivity
SED Development Work (HR portal & One Oracle)
Cloud Exchange Environment Monitoring & Remedial Actions
Continual review of existing Data Centre environment, infrastructure capacity & functionality
ICT Business Projects - Programme Critical Network (PCN)
Business Systems
(new & replacement applications)
September 2015March 2015 April 2015 May 2015 June 2015 July 2015
Electronic issue of Fixed Penalty Notice – Phased rollout
Azeus Care( Care First replacement) - Business ProcessReviews
August 2015
Supporting Social Care – The Care Act
Supporting Services(Ugrades of existing applications)
On-line self service enhancements – Customer Portal
6/3 - Housing Replacement Tender evaluation
Contract Award
Complete Assurance Gate Go LiveDependencyAt risk
On Hold
Slipped
On trackSlipped
On Hold SlippedBoth
At risk On Hold
Newham At risk
On track
On trackMilestone Key:
Havering
Implementation of new Housing System (replacement of OHMS) July 2016
Lync telephony for Housing Services site at Macon Way
1/11 - Go live
RSS Replacement Go Live11/8
Determine Specialist scanners (Housing)
Beeline Application Upgrade
Interface Specifications
Oracle (R12) read only application available
Achieve forms for LPA to Firmstep Cloud
Bravo – create storage system for archived NECTR data
Bring Local Safeguarding Children’s Board (LSCB) website back in-house
InteliSMS for Housing Telecare services – develop & install
Troubled Families 30/6
Delayed Early
Evaluate products for Room Bookings 30/9
Evaluate IT solution for Mobile Support Wardens
4/6 – Devicesordered
Build & Rollout
Achieve Forms - Grants for Early Years Children
Pest Control - Online booking scope to be determined
UAT
16/7 YOIS System Replacement – initial meeting
October 2015 November 2015 December 2015
Test Devices
29/7 Board Meeting – timescales to be set
Supplier toCommence work Jan 2016
Determine web pages & content 11/8 Sharepoint Collaboration site created
10/9 Go live
Scanners ordered & switches installed 30/9 Go live
31/12
Property Licensing System Implementation
Pest ControlSoft Market Testing TBC
Evaluate IT solution for Mobile Support Wardens
ICT Business Projects - Programme Critical Network (PCN)
September 2015March 2015
April 2015 May 2015 June 2015 July 2015
Supporting Transformation
46 Clova Road – (Transition of Family Contact Centre to SME)
August 2015
Complete Assurance Gate Go LiveDependencyAt risk
On Hold
Slipped
On trackSlipped
On Hold SlippedBoth
At risk On Hold
Newham At risk
On track
On trackMilestone Key:
Havering
Web Chat Online Support – Install & Configure
Contact Centre Telephony Evaluation
Harold Hill Library - IT Installed
New Intranet Infrastructure
Business Permits Solution – requirements agreed
Registrars Database –Demo, analysis & agree changes
Newham New Intranet
System Remedial work
Build changes & Test
UAT TrainingGo Live w/c 16/8
Registrars Online Demo, analysis & agree changes Build and Test
Highways Mayrise Interface – Build changes UAT Training
Go Live 30/9
Recycling Bins OnlineAgree Specification Bulid & Test
Go Live 30/9
UAT(including IE11 compatibility)
Go LiveTBC
ELIF DatabaseAgree configuration
Schools Admissions Waiting LIsts – Build changes & Test UAT
Go Live w/c 21/9
Apply Solution, Configure& System Test
UAT TrainingGo Live 30/9
Schools Admissions Online – Developmentof ChildView HUB (CACI) & UAT
UATDevelopment of online achieve form
Go Live 12/8
Building Control online payments
Seemydata (repairs) for Liberty Housing
ProcurementMerge & Relocation Legal Services - Merge & Relocation
Delayed Early
System Test
Moneyworks Project
TrainingUAT
Revs & Bens Capita Connect – Build & Test
October 2015 November 2015 December 2015
Housing CCTV/Security Project completion Dec 2015
Business Permits Solution Replacement System
Go Live w/c 30/11UAT
31/12
UATGo Live w/c 4/10
Scope relocation of Empty homes, Lettings & housing needs to Breyer Offices
Parkmap - Investigation and opinions appraisal
VM install andNetwork & circuit test
Hardware ordered & received
Relocation cancelled
Fraud Team – Data Sharing TBC
TBC
20,9
44
23,2
96
21,0
83
17,4
89
17,8
06
14,3
68
12,3
70
9,30
9
13,1
07
12,7
96
13,9
38
11,1
98
11,9
25
7,84
6
9,52
4
7,40
3
10,0
63
8,86
9
7,96
3
4,78
7
8,61
2
6,20
1
6,31
6
5,16
5
6,53
8
5,65
9
6,10
8
4,88
8
5,03
5
4,89
4
4,13
9
3,10
8
3,45
9
2,52
8
3,53
8
2,74
7
2,73
3
2,62
7
2,74
3
2,39
0
3,37
1
3,65
3
3,03
8
2,60
9
3,06
6
2,76
2
2,87
4
2,63
7
2,27
3
2,56
8
2,36
4
1,93
8
2,44
0
7,22
0
8,78
0
7,74
1
6,81
2
7,36
8
7,74
7
7,45
8
4,77
8
6,32
4
6,14
3 7,00
1
6,41
1
6,29
3
4,99
8 5,10
7
4,89
9
4,54
5
4,49
3
4,58
0
2,86
9
4,28
7
4,26
4
4,37
2
4,89
5
7,92
0
7,36
0 8,94
3
6,66
4
7,00
2
6,38
3
5,32
2
4,13
6 5,91
4
5,76
5 6,77
0
6,72
6
6,86
1
7,95
8
7,98
1
6,32
0 7,02
0
5,69
8
4,43
0
3,94
3
4,30
3
3,58
8
4,40
8
4,03
1
3,82
1
4,94
6
5,11
3
4,00
1
4,55
1
25
44
1,08
2
1,24
4 1,30
8
1,26
7
1,24
4
1,18
5
2,02
5
1,34
0
2,57
0
2,82
3
4,74
6
4,79
4
6,19
2
5,92
6
7,59
3
10,9
55
15,0
12
17,2
05
27,7
83
5,97
2
6,61
2
7,32
2
7,44
3
7,94
1
9,10
7
8,47
5
8,83
7
8,24
1
8,06
3
8,20
1
11,6
64
9,05
6
11,1
69
12,5
06
12,3
10
12,5
92
13,2
63
13,0
98
15,0
06
12,9
42
11,9
10
10,9
18 13
,070
11,5
42 14
,700
15,3
26
14,1
38
13,8
78
14,7
77
16,9
39
16,5
35
0%
10%
20%
30%
40%
50%
60%
70%
80%
-
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
50,000
Face To Face Telephone Inform My Newham Email (old eforms)
Love Newham Letter Fax SMS Social Media
My Newham % Face To Face % Telephone % Self Service %Slide 19
Overall Channel Shift Trend - VolumeSuccessful reduction in CRM face-to-face contact from 67% to <10% through channel-shift
Many services
made on-line only from Jan
2015
Over £12M per annum Savings Banked from Phases 1 & 2 alone, now 80%+
Slide 20
My Newham – Properties with at least 1 My Newham Registration
7,95
59,
007
11,0
2813
,368 16
,994
19,9
12 25,2
3328
,316 31
,573 35
,837 40
,570 45
,085 51
,214
53,3
6755
,955
58,1
2660
,343
62,7
5665
,069
67,4
2069
,319
71,0
9672
,781
74,3
8376
,665
78,3
7180
,402
82,2
9883
,899
85,4
2887
,033
88,5
4590
,238
91,7
0393
,011
93,9
5495
,249
96,3
4797
,637
98,7
6599
,817
100,
857
101,
976
103,
102
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
-
20,000
40,000
60,000
80,000
100,000
120,000
Jun
11 Ju
l 11
Aug
11
Sep
11 O
ct 11
Nov
11
Dec
11
Jan
12 Fe
b 12
Mar
12
Apr
12
May
12
Jun
12 Ju
l 12
Aug
12
Sep
12 O
ct 12
Nov
12
Dec
12
Jan
13 Fe
b 13
Mar
13
Apr
13
May
13
Jun
13 Ju
l 13
Aug
13
Sep
13 O
ct 13
Nov
13
Dec
13
Jan
14 Fe
b 14
Mar
14
Apr
14
May
14
Jun
14 Ju
l 14
Aug
14
Sep
14 O
ct 14
Nov
14
Dec
14
Jan
15 Fe
b 15
Mar
15
Apr
15
May
15
Jun
15 Ju
l 15
Aug
15
Sep
15
01-Jun-11
01-Jul-11
01-Aug-11
01-Sep-11
01-Oct-11
01-Nov-11
01-Dec-11
01-Jan-12
01-Feb-12
01-Mar-12
01-Apr-12
01-May-
12
01-Jun-12
01-Jul-12
01-Aug-12
01-Sep-12
01-Oct-12
01-Nov-12
01-Dec-12
01-Jan-13
01-Feb-13
01-Mar-13
01-Apr-13
01-May-
13
01-Jun-13
01-Jul-13
01-Aug-13
01-Sep-13
01-Oct-13
01-Nov-13
01-Dec-13
01-Jan-14
01-Feb-14
01-Mar-14
01-Apr-14
01-May-
14
01-Jun-14
01-Jul-14
01-Aug-14
01-Sep-14
01-Oct-14
01-Nov-14
01-Dec-14
01-Jan-15
01-Feb-15
01-Mar-15
01-Apr-15
01-May-
15
01-Jun-15
01-Jul-15
01-Aug-15
01-Sep-15
Non-Registered Properties 107, 107, 106, 105, 105, 103, 103, 102, 100, 99,8 97,8 95,5 91,9 89,3 84,1 81,0 77,7 73,3 68,6 64,1 58,0 56,9 54,2 54,4 52,2 49,9 47,7 45,3 43,4 41,9 40,2 38,7 37,1 35,5 33,5 31,6 30,1 28,9 28,0 26,5 25,1 23,7 22,4 21,5 20,5 19,5 18,6 17,6 16,8 15,8 14,9 13,9
Properties Registered on My Newham 8 103 1,29 2,47 3,60 4,75 5,65 6,48 7,95 9,00 11,0 13,3 16,9 19,9 25,2 28,3 31,5 35,8 40,5 45,0 51,2 53,3 55,9 58,1 60,3 62,7 65,0 67,4 69,3 71,0 72,7 74,3 76,6 78,3 80,4 82,2 83,8 85,4 87,0 88,5 90,2 91,7 93,0 93,9 95,2 96,3 97,6 98,7 99,8 100, 101, 103,
% 0% 0% 1% 2% 3% 4% 5% 6% 7% 8% 10% 12% 16% 18% 23% 26% 29% 33% 37% 41% 47% 48% 51% 52% 54% 56% 58% 60% 61% 63% 64% 66% 67% 69% 71% 72% 74% 75% 76% 77% 78% 79% 81% 81% 82% 83% 84% 85% 86% 86% 87% 88%
Over 90% of all
Newham residential properties
have a registration
on My Newham
Overall CRM Channel Trend
Online only, Parking and Registrar projects made
Online the preferred method of customer contact in
January.
Summary & Conclusion
Never been more challenging or exciting or rewarding.
Need to move up the digital and innovation value chain (or risk role moving down the organisation or disappearing entirely).
Need to be collaborative leaders & share overheads & solutions.
Diversity (age, gender, race, etc) in our workforce can provide new ways of looking at old problems.
Lots of challenges and opportunities for the CIO.