september 2020 version 0 - huddle

ICT and Customer PortfolioSeptember 2020

Version 0.4

Digital and IT Strategy

ICT Programme # 2

Contents

• Purpose of the strategy

• Drivers for change and digital blueprint

• Our strategic guiding principles

• Strategic themes and mission statement

• Delivery approach

• Roadmap

• Outcomes

Purpose of the strategy

Unitary IT Programme

Compelling vision of a preferred future Long-term, coherent strategy on how to achieve the vision

Agility to adapt to a constantly changing environment Leadership to facilitate and inspire change

Empowered people and joint teams to deliver the changeMindset shift to ensure cultural change

Tools to enable and support transformation

Unitary IT Programme # 4

We want customers to have an excellent digital experience when they interact with us so that they choose our digital services by default where possible.

We want the technology investment to enable our people to make informed decisions and deliver better outcomes for our customer.

We want our strategic and operational decisions to be based on evidence and insight gained from the data we collect and hold.

We want to manage demand for our services - predicting events, intervening to prevent harm, disrupting the yet unchallenged norm.

We want our employees to be able to work from anywhere and open the possibilities for who they can partner with and develop innovative collaboration models.


Drivers for change and digital blueprint


ICT Programme # 7

Drivers for change

• Move to unitary organisations

• Customer expectations for speed of response, accessible, digital services and high-quality services

• Employees and members have an increased expectation for intuitive, off the shelf IT applications and services that they can just consume

• Current trends across the sector for using technologies to extend the reach of Council services, to personalise service experience and to engender the community spirit.

• Funding pressures requiring service departments to do more with less.

• Delivering a transformational digital blueprint (see next slide)

• Emerging technology innovations, many of which are potentially disruptive, such as cloud services.

ICT Programme # 8

Our digital blueprint

Customer and Digital Unitary Programme

Strategic guiding principles


ICT Programme # 10

Digital principles

Start by identifying and understanding the users’ needs

Align user needs with business objectives

Build end to end services to meet user need, not websites

Design with data, not hunches or opinions to inform decisions

Be agile, iterate and improve based on user feedback

Build for everyone, make it accessible and keep it simple

Design for context; where, when and how it impacts peoples needs

Lean toward cloud services

Share, re-use and collaborate internally and externally

These digital principles provide high-level guidance for everyone involved in shaping digital and technology services within the unitary organisations. The goal is to provide our customers and staff an excellent and consistent experience. They are aligned to the local government digital declaration, are real world examples and industry best practice

Mission statement and strategic themes


ICT Programme # 12

Our mission statement

ExciteEmpowerEnable

Innovate

ICT Programme # 13

Strategic themes

Innovation and AutomationFocus on demand management, predictive analysis, preventative interventions, disruptive change, mindset shift

& digital literacy. Agile outcome driven solutions cocreated with users; customers, partners & internal teams

Enabling technology MS365 and Cloud services platform

Enabled CustomersFocus on providing end to end digital services that customers

will use by choice

Optimised multi-channel services

Enabling technology: Integrated digital customer platform

Empowered Members & Employees

Focus on providing staff & members with the right tools and

information regardless of time, location or device

Enabling technology: MS365 platform and fit for purpose

devices

Excited Organisation Focus on providing insight from data to enhance organisational agility, strategic and operational

management outcomes

Enabling technology: Integrated business intelligence platform


Delivery approach


ICT Programme # 15

Our approach


ICT Programme # 16

Our proposed phases Im

pact

of C

hang

e

Driving Focus from Technology to Transformation

Foundation

Enable

Innovate

ICT Programme # 17

Team readiness and capability

To create substantial value and enable significant organisational change we will bring together our existing traditional, predictable and reliable IT operations(mode 1) with the new proactive digital and innovative capability (mode 2) to play an essential role in digital transformation.

The current focus of the IT operating model is asset to process-optimising. The organisation aspires to become service-optimisingin the interim period and work toward optimising value in the longer run. This represents a significant change and two scaleableIT organisations will need to be built whilst carefully disaggregating the County Council’s infrastructure. We recognise that we need to invest in our IT teams’ skills to fulfill this vision.

Roadmap and timeline


ICT Programme # 19

Prioritise: Day 1 deliverables (safe and legal plus)

Innovation and AutomationVoice and email bots pilots, adults social care transformation, business intelligence platform

Enabling technology MS365, Cloud services platform, Eclipse

CustomerWebsite MVP

Online schools' admissionsDigital platform specification

New contact numbers Customer experience strategyCritical customer service tools


Employees & MembersOffice productivity incl Email, chat, voice and video and collaboration

Devices Strategy and some new end user laptop devices

Committee Management systemIntranet

internal communication tools

Enabling technology: MS365 platform

OrganisationERP (Finance, HR, payroll) system

Income management Adult Social Care systemSchools and Education

Unitary address databasesOther line of business systems

amendments

Enabling technology: ERP Gold, LLPG, Capita One and various line of

business systems

ICT Programme # 20

Standardise: Priority and post vesting day deliverables

Innovation and Automation Digital customer platform enhancements, Service redesign-process automation, data insights driven optimisation,

connected field services, integrated business intelligence and analytics capability

Enabling technology MS365, Cloud services platform, digital customer platform

CustomerDigital customer platform

Demand Management Proactive and preventative

interventionIncreased digital services


EmployeesIntegration of telephony with Teams

Unitary room booking solutionData management and data science

capabilityDigital design and delivery capability

Enabling technology: MS365 platform and fit for purpose devices

Organisation

Application Consolidation and rationalisation (election,

procurement, Revs & Bens, planning, Housing, e-recruitment, door access

systems) Safety and risk management system

Enabling technology: ERP Gold, LLPG, Capita One and various line of

business systems

ICT Programme # 21

Minimum viable product (MVP) timeline

Managing the change



Our digital and technology strategy is ambitious and represents a huge shift in our current operating model. To deliver this strategy we need a strong approach to change management across the organisation – which can be broken down in to three plans.

• Adoption of technology supporting behavioural change• Fostering a culture of innovation• IT people, skills and capability development

ICT Programme # 24

Adoption and change ecosystemWe will create a strong change ecosystem that drives sustainable individual behaviour change.

Why

How

WhatWho

ICT Programme # 26

Behavioural Change

Change is hard…1. Behaviour change is DISCRETIONARY

(resistance is hard wired)

2. Adoption cannot be ‘done’ by IT

3. Adoption takes TIME

Return on investment for IT transformation is dependent on behaviour change.

We will give equal priority to both people change management and technology change management as business and customer value is only realised when individuals adopt the new solution and change their behaviours

ICT Programme # 27

Fostering a culture of innovationTo achieve innovation, IT specialists will need to work in cross functional teams, being really close to the business supportingand understanding the outcomes from the start of a project. This will enable us to maximise value to the business whilst reusing technology platforms and service patterns and feeding the data into our whole organization view.

• TUPE transfer from W to N• SLAs for any remaining shared

services• Contractual hand overs

Implementation plan • Continuous learning embedded• Performance improving • Safe practice embedded• Lead in time is low• Customer satisfaction is high

Continuous learning and improvement • Fit for purpose structure to drive

change • Clear accountability for North and

West councils• Shadow IT brought in to the centre

Structure• Assess current skills and attitudes

of team• Create future skills map

Capability assessment

• Feasibility study to create two services • Costs to split calculated • Options to retain any shared elements considered

Capacity review to split into two• Prioritise value streams for transformation• Centralise IT budgets• Enterprise agility and scale• Dev Ops practice

Transform delivery • Provide access to specialist learning for the future

model• Use Local Digital free resource to support• Change plan and leadership development

Development and culture change plans

The scale of change for the IT service, is huge.The change needs to link to the cultural change for the whole organisation, we need to shift our people from an operations mindset to a transformation mindset.

IT people development journey

8 IT orgs 1 operating model

1 service plan serving multiple orgs

2 IT orgs

1 shared strategy& leadership

Agile practiceembedded

NN IT leadershipin place

2020 2022

2023

2021 2024

Outcomes and opportunities


ICT Programme # 30

Business opportunities and benefits

Redesign or reimagine the service Reduce demand Automate transaction

processing Channel shift

The unitary IT programme is an enabling workstream. It enables the other Future Northants programmes to deliver better outcomes, financial and non-financial savings and supports our new and modern ways of working.

These metrics, savings and benefits will be accounted for within the enabled programmes to avoid double counting. Our strategy will also enable green initiatives and a reduction in our carbon footprint.

ICT Programme # 31

ICT savings opportunities

Application rationalisation and decomissioning

• De-duplication of application functionality

• Consolidation of applications • Reduction in patching and

maintenance costs• Economies of scale when

procuring

End user devices

• Multiple devices per user (terminal, laptop, tablet & Mobile) consolidated to one

• Consolidation of device types and reduced maintenance cost

• Economies of scale when procuring

Data centre consolidation

• Consolidate 12 on-premise datacentres/server rooms

• Pay as you go cloud services• Rationalisation of disaster

recovery capability• Telephony consolidation• Reskill and redeploy Information

and technology staff

End


Authors:Cheryl Doran, ICT Enabler LeadRob Musekiwa, Consultant Enterprise Architect

september 2020 version 0 - huddle

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