local government-as-a-platform
TRANSCRIPT
Local Government-as-a-PlatformIn partnership with A&W
Local Government-as-a-Platform
Like many other Local Authorities, Adur & Worthing (A&W) Councils, were struggling with disjointed user journeys due to department silos, vertically focused business processes and inflexible, outdated systems. This has left them with a complex, fragmented and expensive architecture that cannot respond to evolving user and business needs. We have been working with A&W to design and deliver a platform-based approach to building new end-to-end digital services in the context of their complex legacy environment.
Like many other Local Authorities, Adur & Worthing (A&W) Councils were struggling with disjointed user journeys caused by department silos, vertically focused business processes and inflexible, out-dated systems. This has left them with a complex, fragmented and expensive architecture was unable to respond to evolving user or business needs.
Methods Digital have been working with A&W to design and deliver a platform-based approach to building new end-to-end digital services in the context of their complex legacy environment.
Local Governmennt ITThere are a number of issues with the legacy technology
Data Silos High Cost
Excessive External Support Resource Intensive & Specialist Knowledge
Long Contracts Onsite Infrastructure Inflexible Processes
Outdated TechDifficult to Integrate
Limited Access Complex Upgrades & Change Management
Legacy Architecture Landscape
Any Device, Any Time, Any Where
Simplified Upgrades & Change Management
Interoperable (E.g. Open APIs)
Latest Tech
Cloud Infrastructure Configurable Processes
Shared Data Lower Costs
Ecosystems Built on Open Standards
Secure Flexible ‘as-a-service’ Contracts
Digital Technology Opportunities
Platform Architecture Landscape
There are 3 core building blocks for managing transactions across a Local Authority. Getting these right is integral to the platform approach.
Core ComponentsPlatform Approach
People Businesses PlacesI.e. Citizens, Internal Staff,
External Staff etc.I.e. Commercial, 3rd Sector,
Public Bodies etc.I.e. Address, GIS Coordinate
or GIS Polygoniii
There are three core building blocks for managing transactions across a local authority. Getting these right is integral to the platform
CasesI.e. Complaint, Green Bin
Request, Information Enquiry etc.
Platform Approach
The complex array of interactions between various types of People, Businesses and Places need to be managed centrally on the platform. This is achieved by using
Cases to record interactions between each component.
E.g. A Green Bin Request Case is raised by John Smith for his house, 10 Highstreet Rd. This is delivered by Tony Marsh who works
for Green Bin Ltd.
ie
Managing Interactions
a
Using Cases to manage interactions between People, Businesses and Places means that everyone with
access to a platform can interact and collaborate on delivering services for
citizens and businesses.
Managing interactionsPlatform ApproachManaging Interactions
Web Social Email Text Phone Letters
Interaction ChannelsPlatform Approach
Interactions with People and Businesses can be conducted across a variety of channels throughout the lifecycle of a Case. It is important that a platform fully supports the
required capabilities to centrally manage interactions across these channels
ManualAutomated
.
Request Information
ReportIssues
BookServices
SubmitApplications
Pay forServices
Transactions with People and Businesses can be roughly categorised into these Case types. It is important that a platform fully supports the required capabilities to centrally
manage these types of transactions.
Platform ApproachTypes of Transactions
Core Citizen Platform CapabilitiesTypes of Transactions
To support these centralised interactions and various transaction types, Local Government will need the flowing core capabilities.
Online Booking
Information
Publishing
Automated
NotificationsCase
Management
Service Catalogue
Reports
& Dashboards
Application
Forms
Citizen
Portal
Document
Creation
SLA
Management Payments Audit History
Customer
Selfsevice
Open Data
Publishing
WorkflowManagement
Inspection
Assessment
Performance
Management Intergration
To support these centralised interactions and various transactions types, Local Government will need the following core capabilities.
Platform TechnologyPicking the right tools
Councils need to pick a tool that can manage these interactions, centralise communication channels and support service transactions by using core
capabilities.
CoreCapabilities
Manage Transactions
Manage Channels
Manage Interactions
Councils need to pick a tool that can manage these interactions, centralise communication channels and support service transactions by using core
capabilities.
Picking The Right Tools
Platform TechnologySalesforce & MatsSoft
Councils need to pick a tool that can manage these interactions, centralise communication channels and support service transactions by
using core capabilities.
Digital TechnologySalesforce Benefits
Centralised Shared Data
Model
Best of Breed Contact Centre Functionality
Built on Open StandardsMature Ecosystem
Software-as-a-Service Contracts
Cloud Infrastructure
Latest TechInteroperable
(E.g. Open APIs)
User Interface Designed for Telephone
Interactions
Managed Quarterly Upgrades
Shared Data Affordable Platform Tool
Rapid Development Timescales
Affordable Internal Skill Set
(I.e. Low developer skills
needed)
Software-as-a-Service Contracts
Secure Cloud Infrastructure
Interoperable
(E.g. Open APIs)
Mobile Responsive Design
(I.e. Any Device, Any Time, Any Where)
Simplified Upgrades & Change Management
Latest Tech
Configurable Processes
Digital TechnologyMatsSoft Benefits
methodsdigital.co.uk
020 7240 1121
16 St. Martin’s Le GrandLondon EC1A 4EN
Local Government-as-a-Platform by James Herbert, Sean Tubbs (Methods Digital) and Paul Brewer (Adur & Worthing Council) is licensed under a Creative
Commons Attribution-ShareAlike 4.0 International License.Local Government-as-a-Platform by James Herbert, Sean Tubbs (Methods digital) and Paul Brewer (Adur & Worthing Councils) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.