sir chris clarke obe frsa front office shared services project word on the street ltd...
TRANSCRIPT
Sir Chris Clarke OBE FRSAFront Office Shared Services Project
Word on the Street Ltd
Transformational Government
“t’s about the people, stupid!”
A crowded pitch!• e Government• Transformational Government• Varney Review • Lyons Review and Place Making• Local Government White Paper• Local Area Agreements• Local Strategic Partnerships• Local Public Service Boards• CPA 2008 = Community AREA Assess
What’s it all (been )about?
• Is it about the economy, stupid?
- £ 4 billion – 15,000 jobs, 3 years
• Put down the infrastructure first ?
• “If you build it, they will come” ?
Government set a target of 2005
for all Councils to electronically
enable 100% of service transactions
that can be
Overall Internet usage vs. Gov e-service usage
40% 41%
48%
64% 64%
68%71%
75%
45%
63%
44%
51%
47%
35%
24%
18%
France Italy UK Australia Canada USA Denmark NewZealand
% o
f p
op
ula
tio
nMind the gap!
• gimme now!
• Mouth on the move• Millisecond mindset• Customer promiscuity• Taking the takers• Video on demand !
dwindling attention span –
• SMS to MSc!
• e volving language• Tate to Tete• Ask the PM!• Ask the OED!
dwindling attention span –
'Clickthroughs' - response to search results
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
1 2 3 4 5 6 7 8 9 10
Item clicked from search list
Series1
The chart shows that when people search the web, two out of three click to the first or second item returned
• 25,000 visitors• Less than ½ success (47%) - DOWN on 2006• 20% to 40% LESS satisfied than 2006
Latest SOCITM better connectedSurvey, February 2007
South West Council web site
A to Z:
BINS Bin Hygiene
RATS Careers in environmental hygiene
WASPS Pest control charges
South West Council web site
Joint portal – Council Direct
FAQs 5. wasps, mice, rats
6. refuse, recycling, bin collection
Councils retain own web sites
Dorsetforyou
0
50,000
100,000
150,000
200,000
250,000
300,000
Total
(direct traffic)
google.co.uk
google.com
staffnet
dorsetcc.gov.uk
dorsetforyou.com
Transformational Government Strategy
“The design of citizen-centric services to ensure effectiveness of delivery to the customer, achieve policy goals, and to release savings by reducing duplication and streamlining processes”
Transformational Government Discussion Forum
Varney examples
• 61 different benefit claim forms, often asking for common information
• citizen needs to confirm identity to government 11 times a year
• a family bereavement – 44 contacts, 180 days
setting up in the period covered by the 2007 Comprehensive Spending Review a service that will allow citizens to inform government once of their change in circumstances;initially this should cover bereavement, birth and change of address
Varney recommendations
The data sharing strategy to be developed by the Ministerial Committee should address impediments to sharing identity information and how these should be resolved to enable improvements in service delivery
Varney recommendations
Blair launches new drive to let officials share data on citizens
Panels of voters will examine proposals
Opponents denounce lurch to 'Big Brother state'
Government to close 551 websites
Of 951 sites, only 26 will definitely stay, 551 will definitely close and hundreds more are expected to follow.
the establishment of more cross-government one–stop-shop services.
These should develop into locations covering both central and local government
Varney recommendations
Key proposals LG white paper
• Fewer PIs and targets
• Enhanced role as strategic leaders/place shapers through stronger LSP and next generation LAA, CAA
• Duty to cooperate, councils and partners
• Stronger cities, strategic regions
• Stronger political leadership
• Unitary/ enhanced two tier bids (divide and rule?)
ACTION CHECK LIST
•Focus on outcomes, not process, technology
•Outcomes focused on social aims and equity
•Improve lives, not scores
ACTION CHECK LIST• LISTEN to people• Use the language THEY use• Get rid of the chaff from the web site• Be guided by what they are looking
for:- ASK- PAY- REPORT- REGISTER- COMPLAIN
ACTION CHECK LIST
ONE place to go:
•Portal, one stop shop, contact centre
•All services – Councils, Health, Police, Benefits