Wakefield Council’s Technology Strategy2018 – 2023

Section 1 Wakefield Council’s objectives 03 Customer Experience and Digital Strategies 04

Section 2 Where are we now? 05 Technology Vision 06 Technology Maturity Model 07

Section 3: How do we get there? Technology Roadmap 08

Section 4 The process of maintaining the Technology Strategy 09

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Contents

Background and Context

The Council’s purpose is to make Wakefield a place where people thrive, businesses succeed and visitors are welcome.

Underpinning every one of these priorities are a number of enabling strategies – including the Technology Strategy for the Council.

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Section 1

Wakefield Council’s objectives

Wakefield district: people thrive, businesses succeed and visitors are welcome.

Our Priorities

Successful businesses

Growing a higher value economy and creating good jobs. Successful

people Reducing inequalities, growing skill levels,

enabling a good quality of life andsupporting families.

Successful council

Ambitious, enterprising, dedicated and efficient in delivering excellent services.

Successful places

Celebrating a unique cultural offer and creating vibrant communities that are

better connected.

l We intervene early

l We have real impact

l We champion good growth

The Wakefield Way - The principles that underpin how we work are:

l We help people help themselves

l We are business-minded and socially responsible

l We provide a positive customer experience

l We tackle poverty

l We keep people safe at times of vulnerability

l We are forward thinking

• Customers can’t always find what they want

• Sometimes it’s time consuming to access a service

• We have multiple access points

• We don’t always get it right first time

We promise that customers will:

have digital services so good they will want to use them

be able to track progress of services

easily access the right information, advice and guidance

right information to make decisions and be able to get help

We will always:

support the most vulnerable

provide a proportionate level of service

help people to help themselves

We want customers to be able to help themselves, and to access the right information, for the right services at the right time.

A Technology strategy is required to enable the delivery of the Customer Experience and Digital Strategies

Delivering a Positive Customer Experience

Customer Experience and Digital Strategies

Now The Future

Low need

High need

Medium need

A Positive Customer Experience

• website improvements

• get it right first time

• make digital transactions as easy as possible

• make it easier to find the right information, advice and guidance

• manage demand

• provide an opportunity for customers to self-serve where possible

• good quality data

• single view of the customer

• two-way communication with customers

• business intelligence

• fraud prevention

• digital identity

• intelligence driving service improvement and / or transformation

• constant positive innovation

• people focussed

• intelligence and demand management

• whole system improvement

• behavioural change

• marketing

• use of ‘internet of things’ technology tools - e.g. care at home

• digital inclusion

• accessibility

• business needs anticipated and supported

• digital infrastructure

• collaborative

Digital Service

Intelligence

Culture

Digital Community

Section 1

4

In recent years the ICT service has had to focus the majority of available time and resources on ‘keeping the lights on’.

In places, this has inhibited innovation, collaboration and the adoptions of modern working practices. It is imperative that the Council stays ahead of the rapidly changing technology landscape.

Gap analysis has identified that regardless of this when compared to benchmarking ICT have still achieved a high level of customer satisfaction, and that in the main ICT have delivered a quality service – but are not achieving their true potential.

Example Voice of the customer survey quotes illustrate this:

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“Although IT are really helpful and effective; this appears to be more in a trouble-shooting capacity rather than proactive engagement to use technology to support departments in improving effectiveness”

Section 2

Where are we now?

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Section 2

Technology transforms, and will:

Be driven by customer and business need.

Be design driven using intelligence.

Be consistent, not uniform.

Keep information compliant, safe and secure.

Help people to help themselves.

The Technology Strategy will support delivery of the Customer Experience Strategy, and the Council’s desire to improve the digital offer to the public.

Improvement themes around culture, customer offer and digital infrastructure, will be the focus of our work over the life of this strategy.

Technology Vision

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Section 2

The work we have done has identified the current and future maturity state of the ICT service.

Technology Maturity Model

Tactical

Stag

e 1:

Ad

hoc

Stag

e 2:

Op

erat

iona

lly

Focu

sed

Stag

e 3:

IT

man

aged

as

a bu

sine

ss

Stag

e 4:

Va

lue

Crea

tor

Stag

e 5:

Bu

sine

ss

Inte

grat

or

Future Desired State Maturity

Current State Technology Maturity

StrategicTechnology Excellence

Business Centric

IT Centric

Reactive, disconnected from business, internal focus, processes and

technology fragmented. Limited architecture view

PredTechnologyable processes around service delivery and management.

Awareness of need for change

Standardisation across the IT function.

Rigour & controls of internal IT process & project delivery.

Limited business alignment

Business aligned. Focusing on connected

“joint” service delivery and capability development

Seamless business integration. Service driven.

Continuous learning, converging on optimised technology

service applications

Consolidation

Rationalisation

Optimisation

Agility

1. B

as

ic Best Effort

2. C

ontr

olle

d (Operationally Focussed)

3. S

tand

ardi

sed (Technology Managed as a business)

4. O

ptimised (Value Creator)

5. In

novative (Business Integration)

Technology Transforms

Our Ambition is that Technology transforms and that we have a technology centre of excellence with innovation at heart.

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Section 3

How do we get there?

Technology Roadmap

The journey from current state to the future will require investment in systems, processes and people (including governance).

20192018 2020 2021 2022

P H A S E 1 P H A S E 2 P H A S E 3

Foundation InnovativeGetting to good

• Children’s stabilisation and enhancements • Desktop hardware

re-fresh• Mobile technology device upgrade

• Cloud Assessment

• Systems Rationalisation

& Integration Approach

• Agile Pilot & Training

• Win 10 & O365 Upgrade

• Intranet

• Program

me set-

up

• Tra

nsfor

mation

Bus

iness

Case

& In

vestm

ent

• Implement IT Target operating

model

• Design

and i

mplemen

t

new go

verna

nce s

tructu

re

and p

rocess

• IT

Cont

racts

• De

fine

serv

ice

man

agem

ent

stra

tegy

(ITI

Lv4)

• Im

plem

ent I

TIL

best

prac

tice

proc

esse

s

• IT

IL v

4 Tr

aini

ng

• To

ols

Road

map

and

roll

out

• Im

plem

ent I

T so

urci

ng s

trate

gy

• Win 10 & O365 Go Live

• CRM Go Live

• Agile & DevOps

• Centralise IT helpdesks

• Implement MDM

• Document management

• Collaboration Tools

• WAN Upgrade

• Innovations - RPA - IoT

• Enhance existing front

office systems

• Proof of Concept Innovations - Chatbots

• SaaS, IaaS & PaaS Implementation

• End User Device Strategy

• Data Governance & Quality for BI/DA

• Define Cloud Strategy

• Document Management Strategy

• Telephony Infrastructure Upgrade

• Workplace Collaboration Strategy

• Database strategy

• Intelligence Strategy

• Capability gap Analysis

, Skills

and Training requirements

• Current state IT Target

operating model

• Exis

ting g

overna

nce n

eed

and c

urren

t stat

e

• De

velo

p IT

sou

rcin

g st

rate

gy

• De

fine

IT p

rocu

rem

ent s

trate

gy

• IT

Contr

acts

Ratio

nalis

ation

• CRM Options &

Approach Defined

• Enhance Customer

Experience

programmes

• Innovate existing systems

• Continuous improvement

and Sustainability

• Re

view

and

upd

ate

IT

sou

rcin

g s

trate

gy

• Fill Open Roles

• Business Partnering

with HE/FE

• Technolo

gy Surve

y &

prioriti

sation

• Te

chno

logy C

apita

l

Budg

et Re

view

Vision:Technology transforms

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Section 4

The delivery of a Technology Strategy is not a single event - once defined it is an ongoing process

The delivery of a Technology Strategy is an iterative process and evolves over time between the business and the ICT department.

Once the Technology Strategy approach has been agreed and implementation begins, it must be regularly reviewed so that it continues to meet needs of the business, the services and the public.

The process of maintaining the Technology Strategy

Review Regularly

5. Review performance

1. Define vision and mission

2. Define Technology

Strategy

Continuous review of the Technology

Strategy

3. Implement strategy

4. Cascade and align strategy