Helping everyone in Hampshire to benefit from the digital age

Digital HampshireA strategy for Hampshire County Council and its partners

www.hants.gov.uk

Foreword 3

What is Digital Hampshire? 4

Sharing the benefits 6

Five principles 7

Helping everyone join in 8

Supporting business growth 9

Customer in control 10

Digital by default 11

Public services together 12

Making it happen 13

Our partners 16

2 CONTENTS

Version 3 - January 2013

FOrEWOrDBusiness and public services are moving quickly to digital delivery where possible because it offers opportunities to improve customer service as well as reducing cost. Many transactions are now only available electronically, putting those who don’t have access at a disadvantage.

This strategy highlights the importance of a digital infrastructure in Hampshire – broadband, electronic services, access and skills. It describes opportunities which digital offers and the dependencies that exist between a strong economy, social well-being and modernised public services.

Hampshire County Council seeks to make the most of these opportunities in the way we design and deliver our services, helping to ensure that everyone who wants to has the chance to benefit from these changes.

But we also want to encourage business and public service partners across Hampshire to adopt common principles in their own planning for the ‘move to digital’. This strategy outlines those principles to help everyone in Hampshire to benefit from the digital age.

By Gill DuncanDirector of Adult Social Careand Chair, Customer Access Board, Hampshire County Council

3

WHAT iS DiGiTAl HAMpSHirE?

4

Despite widespread use of new technologies there is still much to do to ensure that the take up of digital services is widespread and offers greatest benefit.

Many people remain digitally excluded and this has a negative impact on the economy and pace of public service modernisation. There are many reasons for this, including poor broadband and mobile services in many rural areas.

Unlike many digital inclusion strategies, Digital Hampshire establishes the links between digital inclusion, Hampshire’s economy and modern public services.

By linking together ambition and actions in these areas, we can make faster progress in overcoming the barriers to (and maximising the benefits from) a digital infrastructure in Hampshire.

Public, private and voluntary sectors need to collaborate and share common goals.

Digital inclusion

Hampshire’s economy

Modern public services

5Digital inclusion

Hampshire’s economy

Modern public services

providing choice through access to support, technology and services to help everyone maximise life opportunities in a digital world

Encouraging the development of an effective digital infrastructure and promoting Hampshire as a place to do business

Working with partners across public, business, voluntary and charity sectors to develop more efficient, simpler, faster and joined-up electronic services, designed around the customer

Digital inclusion can enhance lives, support community cohesion and improve equality of opportunity Many people are already benefitting from the internet, digital TV and mobile communications. These offer opportunities to save money, keep in touch, pursue personal interests and help with learning. They bring services to those who live or work in remote areas or for whom travelling in order to access services is difficult.At the same time, some people are not able to take advantage of digital services or choose not to do

so. This may be because of a lack of skills or no access to the internet at home - poor broadband speeds can deter even confident users of technology. For some the cost of home computing is an obstacle. For others a lack of knowledge of what the internet can offer or poorly designed services means they are not interested in getting connected. Therefore a digital strategy must include policies and plans to ensure services are accessible to all, either by increasing the opportunities for direct digital access or providing mediated access.

Hampshire businesses, large and small, need a good digital infrastructure to be competitive, efficient and close to customers.Being able to communicate and share information electronically with suppliers, staff and customers is essential for small and large businesses alike. A lack of access to broadband or mobile services or to an IT-literate workforce, especially in rural areas, restricts growth, inward investment and business start-ups.

As work becomes ‘something you do’ rather than ‘somewhere you go’ flexible access from home or via a mobile phone are as important as fast internet access from business premises.

A strong digital infrastructure in Hampshire is a key factor in promoting business growth in Hampshire regardless of location, and this in turn, helps to support strong local economies and sustainable communities.

Modern public services are shifting delivery where possible to a ‘digital by default’ model, to reduce costs and improve services.Well-designed electronic public services can be designed around communities and individuals in ways never before possible. Yet many council websites do not yet deliver a personalised service.

Making public services as simple to access and as automated as possible can speed up transactions,

empower staff and reduce costs. Sharing technology infrastructure between public service organisations can enable wider ‘shared services’, further improving services whilst increasing efficiency.

Tailoring public services in this way where possible allows scarce resources to be used where necessary on face-to-face services, where electronic services will only ever complement delivery.

Hampshire County Council’s Customer Access Board

The Council’s Customer Access Board directs and oversees customer access activity across the organisation, ensuring maximum join-up within the Council and with partners. Customer contact management is focussed on the Hantsdirect contact centre which provides an easy way for members of the public to contact the Council.

The Customer Access Strategy aims to improve customer experience and reduce transaction costs, and includes a programme of projects to implement Web Self Service channels for key services.

As the Customer Access Strategy continues to develop web self-service at its core, Hantsdirect will offer mediated access to ‘digital by default’ services, providing a solution to those who can’t access digital channels directly.

MAKiNG THE liNKS6

Digitalinclusion

With the right skills and affordable access, citizens

can benefit from the advantages of being online An online

customer base enables organisations to move to

digital channels, reducing costs and releasing valuable resources

Organisations can target scarce funds

and resources to support those who need our services most, or who would otherwise struggle

to access themUsing these

resources to increase digital inclusion offers

improved learning and employment

opportunities for all ages

A local IT-literate workforce enables

businesses large and small to

locate to and thrive in the county

Business growth contributes

to the county’s economic prosperity

In a prosperous economy, more people can afford

access to online services

FiVE priNCiplESAdopting common principles in the move to digital means a greater chance of achieving the benefits and overcoming the barriers.

This doesn’t mean one size fits all; different organisations will have their own priorities and plans for design and delivery of digital services.

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Helping everyone join in

Supporting business growth

Customer in control

Digital by default

public services together

Designing accessible digital services and improving broadband access to ensure that as many people as possible can take advantage of those services

Working together to maximise the opportunities of digital services in Hampshire for businesses large and small, and so encouraging inward investment and lower carbon footprint

Ensuring in the way information and services are made available that the customer is always in control, maximising transparency and self-service where possible

Accelerating the move to a ‘digital only’ delivery where possible, reflecting the needs of different groups and allowing for choice while balancing efficiency with service quality

Ensuring the public services work together to share insight, technology and services, making services more efficient for the taxpayer and more joined up for the service user

8 Helping everyone join inPrinciple 1

In 2011 almost a million people in Hampshire went online every day. But as many as 100,000 are also estimated to be digitally excluded in the county.

There are different reasons why people may not be regular users of digital services. They may be disadvantaged by a lack of skills or confidence, or find going online is difficult because of location or affordability.

Many of those who are currently digitally excluded are those who could benefit most:

• older people can often be supported in their own homes for longer if they have access to home shopping and can communicate with family, friends and support services online

• web access can open up education and employment opportunities for low-income families and those seeking work

• rural isolation can be reduced by access to online services.

Working with the Race Online 2012 and Go ON UK programmes, we aim to encourage people to go online by

• introducing the advantages of being online that will interest them, such as pursuing a hobby

• making it easier to access information and to carry out transactions by ensuring electronic services are intuitive

• encouraging access to training, support networks, and low-cost home computing.

Broadband HampshireAccess to affordable high speed broadband for all of Hampshire is an essential part of this strategy. This is especially challenging in rural areas where broadband is less commercially viable.

Hampshire County Council is working with its partners and with Broadband UK to secure funding to achieve this goal.

9Helping everyone join in Supporting business growthPrinciple 2

A strong digital infrastructure is essential for Hampshire’s growing economy to prosper. The benefits of the county’s environment, high standards of living and strategic transport connections must be matched by powerful digital advantages to maintain its position as a great place to live and do business.

Case study

Online travel agent Dive Worldwide moved from South London to a village near Alresford and was able to expand from 30 to 40 staff.

The digital economy

Businesses need a strong digital infrastructure and an IT-literate workforce to locate and grow in Hampshire.

Technology enables businesses to reduce costs, to automate processes and to manage supply chains.

Fast internet links provide access to specialist services and remote working, which can reduce travel costs, improve productivity and increase business agility.

The internet opens up global markets for both large and small enterprises.

local economies

Technology also has a part in sustaining local economies, especially areas of under-performance, disadvantage or rural isolation.

For example, commuter villages are often abandoned during the day because of a lack of local broadband, making it more difficult to sustain local shops, businesses and services.

Good digital infrastructure can promote rural economies, compensate for limited public transport and reduce the dependency on other public services. It can stimulate tourism, local investment in new enterprises and it supports the ‘Hampshire Open For...’ campaigns.

10 Customer in controlPrinciple 3

A major benefit of the digital revolution is that it makes it possible for individuals to access their own data and records and to select services to meet their needs, at times which suit them.

customer in control

Well-designed web services can provide customers with personalised information and enable them to request services, report issues and undertake transactions online simply and quickly.

To increase take-up of online services, good design is essential. Poorly designed electronic services can defeat even the most experienced web user, and often means additional contact is needed, wasting time and money for client and provider. Understanding our customers’ needs and designing web services around the customer journey are key to delivering the right digital services.

open data and transparency

In line with Government policy, more public data is being made available online. This includes publishing information about public service costs, contracts and plans.

A key aim is to enable customers to understand the reasons for decisions we take, by making the evidence that supports them more readily available.

As well as improving trust in public services, over time this should also reduce the administrative burden of dealing with specific information requests.

self-service examples

Customer transactions are increasingly designed to be undertaken online.

Wherever possible this should be fully automated, and with simple, intuitive interfaces from the perspective of the customer.

Transaction examples include placing an order or making a purchase, making a payment, registering a complaint, and reporting a problem.

11Customer in control Digital by defaultPrinciple 4 More and more public services are being delivered electronically, moving to ‘digital by default’ where possible. This channel shift should be based on well-designed services which put customers in control and reduce costs, and should not widen the digital divide.

Services can be ‘personalised’ or tailored using technology to meet individual needs, or to assist those acting on their behalf - friends, family, carers, local volunteers or contact centres. This can increase choice, opportunity and service quality.

going digitalEmbracing digital channels as the default in service design where possible will help to stimulate:

Business benefits - providing access to online markets, supply chains, electronic data and trading, for small and large enterprises, and making the public sector easier to do business with.

Opportunity - enabling individuals and communities to take more control of their lives, giving access to online data and services to improve productivity, work-life balance and education for all.

public service reform - digital delivery lowers costs whilst protecting vital services from direct cuts, with more choice, local delivery and increased autonomy.

This does not mean that those who are not online will be left behind. Where digital channels are the default, there will still need to be support for those who are not online to ensure they can access every service.

“The most significant progress in 2010 has been agreement by government that future public services will be offered ‘digital by default’, with help available for those who struggle to access services without support.

“I am delighted to hear that Hampshire is working on a strategic vision for the adoption of digital services. I strongly believe that in so doing you will have a positive impact on the economy and the lives of everyone living and working there.

“It’s great to hear that you are supporting opportunity, life chances and equality in your communities by adopting common digital services and infrastructure. I look forward to hearing more about the progress you are making.”

Martha lane Fox, UK Digital Champion

12 public services togetherPrinciple 5

Havant Public service Plaza

A groundbreaking partnership between Havant Borough Council and Hampshire County Council saw the creation of a new public service hub for the town in 2011.

Underpinned by new digital technology to support shared services and flexible working practices, the Public Service Plaza will enable a new streamlined and more efficient way of working to deliver services and information to the public.

Where public services work together to adopt digital services, there are real benefits to be had, including shared learning, joined-up services and reduced operational costs.

Our customers can benefit from accessible services designed around their needs, and the links between different tiers of government and between public service agencies can become more transparent.

This strategy does not promote a ‘one size fits all’ approach - it encourages the adoption of common principles to strengthen collaboration in planning and delivering services in the future.

Collaborative working is important where there are joint ambitions of social inclusion and promoting Hampshire’s economy through the potential of technology.

By working together and sharing the common goals in this strategy, public services can deliver efficient, quality services while reducing costs and targeting resources effectively.

communities first

The Government’s ambition is to shift delivery of public services from centralised government to local delivery, giving local organisations, communities and independent providers a greater role in shaping the future.

A strong local digital infrastructure and collaboration between public service partners are essential factors in creating the conditions necessary to realise this goal.

Isle of Wight

Basingstoke and Deane

Southampton

New Forest

Test Valley

GosportPortsmouth

Havant

Eastleigh

Winchester

East Hampshire

Rushmoor

Hart

Fareham

public services together MAKiNG iT HAppEN 13

These pages provide links to existing and planned activities across Hampshire which enable the digital strategy.

Helping everyone join in

• Working in partnership with schools, children’s centres, community and voluntary organisations, Hampshire learning provides a wide range of courses for the people of Hampshire.

• Computer Skills for life is an online resource providing simple guides to help people to use computers.

• The Village Agent pilot project is run by a partnership between HCC Older People’s Well- Being Team, Age Concern Hampshire, Hampshire Fire and Rescue Service and several district and borough councils. Volunteer Village Agents assist older people to access information to remain independent, using the internet to research the information required.

• A new, updated public iT service in libraries will give access to those who don’t have home computing and enable customers to use online services.

• An ‘Everybody Online’ project in Leigh Park helped 440 people through basic ICT training, 40 people progress to certificated training courses and 14 people into employment or voluntary work.

• Supported by funding from Hampshire Adult Learning and Councillor Ellis’s rural fund, Age Concern Hampshire delivers computer courses for people over 50 to more than 600 new learners across the County each year. A rural IT worker has been appointed to increase the delivery of these popular courses in rural IT Centres.

14 MAKiNG iT HAppENSupporting business growth

Customer in control

• The Council is producing a local broadband plan and presenting a bid for funding from BDUK to include Hampshire, the Isle of Wight, Southampton and Portsmouth.

• Hampshire staff can ‘work anywhere, anytime’ with a flexible range of secure services, using devices such as PDAs or personal smartphones, to access email and calendars on the move. Outlook Web Access and Hantsnet Passport provide email, calendar and full Office tools for home access.

• Information and advice on a wide range of services including residential and at-home care is provided on the web through Adult Services’ Care Choice site.

• The Hampshire Health record (HHR) is a shared electronic record for people living in Hampshire, which provides a mechanism for sharing information about care.

• The Schools information Management System (SIMS) Learning Gateway creates a single, secure point of access into a school’s management information system for teachers, parents and pupils from any computer with an internet connection.

• ‘My Support’ website will allow clients of Adult Services to manage their care provision online from 2013.

• The Hampshire Wizkid learning platform provides a safe online environment in which teachers and pupils can work together. It can be accessed from any internet-connected device that uses a browser, including smartphones.

• The Customer Access Strategy will focus on web services designed using Customer Insight and mapped around the customer journey to ensure we implement the digital services that customers need.

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Digital by default

public services together

• The Council’s Customer Access Strategy, which includes a Web Self Service Programme, aims to provide web services designed around the customer to deliver services in a cost-effective way and through an appropriate choice of channels.

• From 2012, customers will be able to book appointments with Hampshire’s registration Service.

• Library users can reserve and renew items online, and receive email message reminders when loans are due back. A future project will extend this to text messages on mobile phones.

• The Online Admissions system for schools was implemented by Children’s Services in 2010. Take-up of this popular service went from 20% of admissions in 2010 to 90% by 2011 and allowed the service to make efficiency and cost savings.

• Hampshire and Isle of Wight’s new Public Service Network (HpSN2) is a high speed core network that delivers a full range of services to public sector partners. HPSN2 offers improved data, voice and service networks for major partners and affordable solutions for town and parish councils and up to 800 schools.

• Hampshire County Council’s catering service HC3S is working with schools and the Department for Work and Pensions to provide an website for parents to check eligibility for free school meals online, providing a more accessible service for families and reducing the administrative burden on all agencies involved.

• The ‘Tell Us Once’ service is delivered by Hampshire County Council in partnership with the Department for Work and Pensions and the district and borough councils.

It enables customers to choose to allow the Registration Service to share information electronically and securely with other government departments and agencies, such as the DVLA, Identity and Passport service, Housing and Council Tax offices.

The service, currently covering death registrations, will be extended to include birth registrations.

16 OUr pArTNErSWe are working in partnership with these organisations to deliver services benefiting everyone in Hampshire.