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

0

5

10

15

20

25

Pay Prob Info Reg Comp Ben Advice

Reasons for contacting the council (all methods)

• CPA

• Leader’s or CE’s views

• Latest press releases

NOT:

• 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 No

RATS No

WASPS No

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

Joint portal – County, 4 Districts

Individual council web sites

turned off

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

•Focus Groups

•Mystery shoppers

•Customer work shops

ACTION CHECK LIST

ONE place to go:

•Portal, one stop shop, contact centre

•All services – Councils, Health, Police, Benefits

ACTION CHECK LIST

Employ the right people and skills:

• Customer service managers

• Communicators

• Assistants with people skills

• Innovators