e-government a local authority response the life events access project alan davies: national...
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e-GovernmentA Local Authority response
The Life Events Access Project
Alan Davies: National Programme Manager
“Creating e-Citizens: Developing Public Library Websites for 2005”
Public Library Web Managers Workshop6 November 2002
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Lewisham - demographicsLewisham is the 3rd largest London borough in
terms of population and area population*: 247,141 area: 3,473 hectares ethnicity*: - white 68%
- black 24% unemployment: 14% one-parent families: 7% deprivation index: 11/366 home internet access: 55%
Lewisham is primarily a residential suburb, and has the largest outflow of working population in London
* GLA 2002
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London Borough Councils
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e-Government The use of ICT (internet) to deliver customer-
centric public services It affects the authority’s dealings with citizens,
businesses, and other public agencies as well as internal business processes and employees
Driven by the need for government to: cut costs and improve efficiency meet citizen expectations and improve citizen relationships facilitate economic development
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e-Government and Services Pressure to save money whilst maintaining or
even increasing the level of customer services Services delivered by the internet greatly
reduce the costs of processing transactions Online transactions can streamline processes
whilst reducing human interaction Vertical “stove pipe” delivery mechanisms are
outdated, need to cut across the underlying structures, requiring horizontal “joined-up” delivery mechanisms
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e-Government meeting public needs As citizens become more internet aware and gain
experience and confidence of private sector online services, they will become less tolerant of poor, impersonal services in the public sector
In the digital age public services need to be available instantly, accessible 24x7, from home or work
It’s about making the transition from the industrial society to the emerging information society
Poor web-sites will not suffice, remember that private sector customers are also our customers
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e-Business plan for local government Need to establish our own vision to deliver quality,
cost effective customer-centric public services Explore ways to deliver an integrated approach to
service delivery Change the mindset to customer focused services
Put access to all services online Ensure easy access to online information, 24x7 irrespective of location Re-skill employees to become knowledge workers Benefits of partnership, adopt appropriate private sector techniques Remove barriers and lead by example (e-payments/e-procurement)
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The LEAP response
Think Big The vision and plan
Start Small (Pilots) Limit risk and high-profile disasters Allow for greater innovation and realisation of faster results
Scale Fast As soon as process is proven then scale-up to online service New services to be added constantly until there is full e-government
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The Life Events Access Project Partnership
LEAP is a partnership of 5 local authorities
Funded by: ISB 2 from the DTLR of £1.2m In-kind funding from 5 partners totalling £800k
Develop e-Access to services Underlying “leaf” level processes identified and mapped
Ukonline and “life events” LEAP has wherever possible used individual life episode titles
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Life events “mapped” Leaving School Lewisham Changing Employment Status Lewisham Dealing with Crime Lewisham Starting School Camden Starting a Business Camden Moving Home Newcastle Becoming a Carer Lambeth Becoming Disabled Lambeth Having a Baby Ealing Retirement Ealing Bereavement Ealing
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LEAP - ApproachIdentify Services and Life Events
Develop work programme to cover agreed areas
Partners map processes and Life Event added value links
Knowledge MapsIncluding Life Events’ processes deposited in a web based repository
Whole range of service process maps available to all partners
Partners map processes and Life Event added value links
Partners map processes and Life Event added value links
Migrated to Knowledge management tool
Migrated to Knowledge management tool
Migrated to Knowledge management tool
Migrated to Knowledge management tool
agree
allocate allocate
produce produceproduce
Customer Interface
e.g. call centre
Customer Interface
e.g. One Stop Shops
Customer Interface
e.g. Kiosks,internet
Customer Interface
e.g. Video Conferencing
effort
value
allocate
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Lewisham’s pilot channels & services
InternetCustomer
Middleware
Directorates Generic
Regeneration
Resources
Education & Culture
Social Care & Health
Workflow
Content Management System
DIPGIS
Fax/Email
CBR
MISMail
Intranet
Address SW
Data Warehouse
Kiosk Mail/FaxOther
One StopShop
CallCentre
Digital/cable TV
Internet TellyTalk Minicom
Contact Management & Customer Relationship Management
Citizen Consumer Taxpayer
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Standards Project Management standards
All project managers trained in Lewisham’s standard for project management
Mapping standards Selection of an inexpensive, reliable, simple to use, non
application dependant mapping tool - VISIO 2000
Taxonomy of processes Development of an hierarchical list of customer centric
processes - CUPID
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The purpose of standards
The work produced by one partner needed to be shared by the others. This was difficult because... Many services fall into numerous life events Services were found to be a collection of processes
- often grouped differently by each authority We often name our services/processes differently
Why not simply divide the life events between partners and collect information on services needed for each?
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Process naming standards
We needed to clearly identify and ‘catalogue’ processes whilst still acknowledging our differences, to do this we needed: An Hierarchical Process List (CUPID) Alternative Names Database A Naming Standard (Present participle verbs, using ‘ing’) To take frequently asked questions into account
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Help at Home Getting help for people aged over 65 Applying for help Making a referral for help Asking for extra help or a change in help Getting help for carers of people aged over 65 Applying for help Making a referral for help Asking for extra help or a change in help Getting help for people who are visually impaired Registering as blind or visually impaired Getting a new card for a person who is blind or visually impaired Applying for help Making a referral for help Asking for extra help or a change in help Getting help with rehabilitation Getting a functional assessment Finding out what equipment is available and where to get the equipment Making an appointment to visit the resource centre Getting literature/reading material Finding out about financial help for people who are visually impaired Finding out about benefits Finding out about tax benefits Finding out about a TV licence discount for people who are registered blind Finding out about the free directory service
The LEAP Process Naming Standard
Leaf Level Processes
Sub- Branch Process
Branch ProcessFAQ Grouping
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LEAP StandardChild
BenefitEligibility
Under 16 16 - 18 19 and Over
Is the child infull-time
education?Child is too old toclaim child benefit
Go toA Yes No
Child is not eligible toclaim child benefit as
they are not in full-timeeducation
Is the childworking?
This includesYTS schemes
Yes No
As the child worksthey are not eligible
to claim childbenefit
Is the childliving with you?
A
Yes No
Do you payregular
maintenance forthe child?
Yes No
As you do not pay regularmaintenance you cannotclaim child benefit. The
parent/guardian with whomthe child lives should claim
Go toB
B
Is anyone elseclaiming for the
child?Yes No
Only one claim for achild can be made
Have you beenresident in theUK for 6 out of
the last 12months?
NoYes
Has the childbeen resident in
the UK for 6 out ofthe last 12months?
Yes No
Because you have notbeen resident in the UKfor 6 out of the last 12
months you are noteligible to claim
Because the child hasnot been resident in theUK for 6 out of the last12 months you are not
eligible to claim
You are eligible toclaim child benefit
How old is thechild?
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LEAP and virtual services
I can type anything here
Through the user interface the knowledge can be searched by;
Service Useful GroupingLife EventNatural Language Search
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Searching by description
This example shows a tightly defined description “Apply for free school meals”.
With this search description the user can be taken directly to the desired process.
The user is given the choice of the leaf level processes related to their enquiry.
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Searching the knowledge
Questions continue to be asked until the user is directed to the appropriate solution. Solutions include information, an application form or a booking.
In this example multiple questions are posed, the user selects those that apply.
At any point the user can go back and re-answer any question they choose.
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Searching the knowledge
Supporting information can be provided for the user to help them answer the question. Supporting information can also be a link to an internal or external web resource.
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Searching the knowledge
At the end of the transaction the user is presented with links to suggested solutions.
At the end of a transaction the user can also be offered other related processes.
An example of a suggested solution.
The user can provide feedback on each process. This information can be used for improvement and development.
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Searching the knowledge by life events
There are a number of different ways that the knowledge can be searched or navigated. This search shows the user accessing the knowledge through the life events menu.
This navigation method shows there are a number of different processes that will be relevant to the users search. The user then selects the processes they are interested in.
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Processes can also be searched by organisational hierarchy.
Searching the knowledge by organisational hierarchy
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Processes can also be searched by useful groupings.
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At the end of a transaction the user can choose to continue to explore other processes. The application will not present the user with questions that it has already asked.
For example, this user has already navigated through information regarding a free school meals application, and now wishes to apply for help with school clothing. The user is not asked questions regarding income or where they live as these questions have already been asked in the previous transaction. Only additional questions are asked.
Searching the knowledge
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Applying for a “blue badge”
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LEAP and virtual services
Each process is represented once but can be referenced many times to provide: access by service access by life event access by useful grouping
Future virtual groupings can readily be added as and when needed
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Conclusions: what next? Selection and development of a suitable enhanced
CBR knowledge system Implementation of an integrated CRM system Implementation of a robust customer authentication
system Ensure metadata standards within web front-end to
enable navigation between sites Explore further partnerships e.g. private sector, via
ODPM/Office of e-Envoy etc, to develop XML schemas, e-forms etc. enabling customer access to services
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LEAP - Further Information
Visit the LEAP Website http://www.leap.gov.uk
ContactAlan Davies
National Programme Manager
eGovernment Division
London Borough of Lewisham
tel: 020 8314 6376