Supporting
Digital
Collaboration
Socitm East
9th May 2014
Geoff Connell – Director of ICT
oneSource working on behalf of…
Agenda
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About LB Newham and Havering
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The story of ICT, Digital and shared services in Newham and
Havering since 2010.
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About oneSource
Slide 2
About Newham
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Compact, but densely populated - approx. 12sqm & 320k population
Amongst the Poorest boroughs in England & Wales
Life expectancy 2 years less than national average
Highest unemployment rate in England
Most ethnically diverse (200+ languages)
40% govt. funding reduction since CSR-2010
Youngest population in country
Massive regeneration programme. Inc.2012!
Slide
About Havering
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Havering is the 3rd largest London Borough, Green & suburban developments
Pop. 237,000 residents.
It is the least culturally diverse London borough, but that is changing rapidly (BME
population doubled from 2001-2010).
Havering has the largest proportion of Adult Social Care users in London and 1 in
3 adults are aged between 40 & 64
£100M PA budgets cuts estimated from 2010-2018..
Slide
Partnership Working
Purpose
• To reduce ICT overheads through shared
service provision or joint procurement.
• To improve the effectiveness of ICT
systems in the boroughs through shared
knowledge, skills and IP assets.
• To standardise systems and processes,
removing technological barriers from
wider sharing of staff or services.
Objective
• By 2020 there will be more shared
infrastructure, systems and services, but
not one size fits all.
Principles
• ICT Strategies and approaches will
become aligned over time where
beneficial to each authority.
• Move at the pace of the fastest but allow
others to join in when ready
Shared vision
Various workstream leads
• Standardise
• Consolidate
• Share
• If we can share the
technology
• Then we can share the
processes
• Then we can share the
people
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Objectives of the Newham & Havering
Shared ICT Arrangements
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To reduce the overheads associated with running Newham and Havering’s ICT
services. By 25% (while maintaining capacity to delivering more than ever before!)
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To freely share knowledge, skills and best practice in order to improve the quality of the
respective ICT infrastructures and services.
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To accelerate the rate of improvement of Havering’s ICT core infrastructure to underpin
its organisational transformation. To improve Newham’s back office ERP estate.
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To demonstrate what could be achieved through partnership working. Other back office
areas are now planning to follow.
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Operated initially as a hybrid “franchise” & “centre-of-excellence” model. Over time it
has evolved into a single service delivered across two locations.
Slide 8
London Wide ICT Partnership Working
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As well as Newham & Havering + wider ELS joint ICT developments, we have…
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London Connects for the 33 London LA CIOs, plus rep’s from health and various
other groups such as ISfL.
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Over the last year we have also teamed up with the procurement community in order
to drive standardisation and cost savings through better ICT category management
and strategic supplier relationship management.
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Athena.
Joining Up London ICT & Procurement Communities
So how did it get started?
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With an invitation from colleagues at Havering.
And has now been running for 4 years, saved £3M PA and improved the
overall quality of ICT services in the boroughs.
We are doing more with less.
A further £1.2M to save this year.
Slide 11
Main Areas of ICT Enabled Savings
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Funding cuts are accelerating the adoption of new delivery models in order to improve
council efficiency rather than cut services.
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In order to protect services to local people, councils are pursing a number of cost reduction
approaches, most of which require significant ICT solutions and often include the following.
– Channel shift & resident self serve from basic advice & guidance to personalised
budgets for social care
– Internal centralisation and staff self serve
– Property portfolio rationalisation (supported by flexible & remote working)
– Mobile working
– Shared &/or jointly procured services
– Process automation
Customer Services Technology Collaboration
ELS 3 Borough Customer Services
Technology Collaboration
Newham, Havering &
Waltham Forest sharing the systems
and processes
embedded in the
systems to provide
better customer
service, particularly
online at the lowest
possible cost.
Others joining in.
Looking for a future
development partner to
take to market.
14
Joint ICT Development across 3 Boroughs
Similar Approaches across the 3 boroughs
Consistent set of technologies and increasingly, business processes
Havering
Customer Services
Improvement Programme
Newham
Customer
Access Programme
Waltham Forest
Customer
Transformation Programme
Programme
Board
Programme
Board
Programme
Board
Programme
Manager
Programme
Work Steams
Programme
Manager
Programme
Work Steams
Programme
Manager
Council Services
Programme
Sponsor
Council Services
Programme
Sponsor
Council Services
Programme
Sponsor
Programme
Work Steams
Joint scoping and requirements gathering workshops – 80%+ Common ICT Solution where possible
Joint ICT Development Team
Key Benefits: Shared Cost of Development, Reduced Ongoing Support Costs, enabling Future Shared-Service
Options
Common Solutions Architecture
Borough
Localisations
Service Line Solution
Localisations - per authority
Common Service
Line Solutions
Common ‘Core’
LG Framework
Foundation:
Microsoft
Applications
Common Service Line Solutions
Bulky & Green Waste, Complaints, Registrars, etc.
Dynamics CRM
Framework
‘CORE’
MS Dynamics
Roll-ups
Customer
Portal
Achieve Forms
MS
Patches
SharePoint
Slide
LG Website
Mapping
GIS
L/NLPG
(Address)
BizTalk
Multivue
Patches
Patches
My Newham Weekly Registrations & Self-Service Enquiries
Average My Newham Registrations doubled
when cash-offices closed 2nd March 2012.
Doubled again when visitor parking permits
went primarily on-line from 1st May (in time
for the 2012 Olympics!)
Rented Property Licensing peak in Dec-Jan.
6,000
5,000
300.0
Over 110,000 customers
registered on My Newham
71% of residential
households
250.0
200.0
4,000
150.0
3,000
100.0
Soft launch
No PR
2,000
50.0
1,000
02 Apr
02 Mar
02 Feb
Total Enqs (1,000s)
02 Jan
02 Dec
02 Nov
02 Oct
02 Sep
02 Aug
02 Jul
Total Regns (1,000s)
02 Jun
02 May
02 Apr
02 Mar
02 Feb
Slide 17
02 Jan
Self-Service Enqs
02 Dec
02 Nov
02 Oct
02 Sep
02 Aug
02 Jul
02 Jun
Registrations
02 May
02 Apr
02 Mar
02 Feb
02 Jan
02 Dec
02 Nov
02 Oct
02 Sep
02 Aug
02 Jul
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0.0
Cumul ative Totals i n Thousands (Dotted Lines Only)
7,000
Overall Channel Shift Trend - Volume
My Newham self-service is
delivering a clear trend of
reduction in face-to-face contact
35,000
68
1,806
1,167
1,040
1,365
11,841
9,819
6,531
6,794
Apr-14 1,807
3,081
1
Mar-14 3,846
4,825
Nov-13
3
Feb-14 2,866 5,821
5,725
Oct-13
1
5,921
5,972
Sep-13
621
8
6
Dec-13 3,518 4,141
5,152
Aug-13
Aug-12
Jul-12
Jun-12
May-12
Apr-12
Dec-11
Nov-11
Oct-11
Sep-11
Aug-11
Jul-11
Jun-11
May-11
12,399
8,780
8,784
9,028
9,510
6,109
5,326
3
Jul-13
6,391
2
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Love Newham
1,013
1,092
5,663
7,007
1,343
Jun-13
6,665
9,758
7,926
9,191
3
7
1,157
1,602
1,241
6,549
7,920
1,559
May-13
4,895
5,167
Apr-13
8,943
7,753
6,419
7,161
4,372
8,620
Jan-13
6,318
4,790 2,870
Dec-12
1,297
Mar-13
7,971
Nov-12
1,388 1,290
4,264
4,288
8,880
Oct-12
867
2
207
2
6,205
1,449
4,580
4,498
4,559
1,455
10,066
4,930
7,408
1,481
1,139 1,271
Feb-13
17,733
1,512
1,862
2,126
1,196
1,388
Jan-14 3,670
1,862
15,872
11,634
6,701
1,511
8,248
7,184
5,125
9,541
6,326
5,662
5,587
3,131
6,477
2,169
911
1,020
2,143
5,011
14,200
Mar-12
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1,266
7,854
13,085
Feb-12
1,388
11,937
13,124
Jan-12
908
11,383
2,125
6,471
4,888 1,286
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9,309
7,622
12,372
1,260
1,025
2,836
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7,163
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1,420
1,286
1,372
1,727
6,284
1,426
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14,373
17,809
17,492
21,084
23,297
20,945
5,000
1,189
1,661
15,000
2,742
Sep-12
1,204
7,954
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7,524
1,363
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1,437
1,222
1,121
6,944
20,000
10,000
28,386
1,118
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7,934
7,399
25,000
8,952
1,164
1,735
33
30,000
8,547
40,000
Approaching
1 Million
enquiries
handled since
05 May 2011
1,155
7,360
45,000
May- Jun- Jul- Aug- Sep- Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep- Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep- Oct- Nov- Dec- Jan- Feb- Mar- Apr11 11 11 11 11 11 11 11 12 12 12 12 12 12 12 12 12 12 12 12 13 13 13 13 13 13 13 13 13 13 13 13 14 14 14 14
1 392 251 261 166 240 184 255 355 142 171 259 111 147 202 257 346 373 386 735 669 601 642 494 313 454 376 766 662
Email (old eforms) 1,7 1,8 1,1 1,1 1,2 1,6 1,7 1,2 1,2 1,0 1,1 908 1,2 1,2 2,7 1,5 1,0 1,0 1,1 911 1,1 1,5 1,1 1,2 1,8 1,3 1,3 1,5 1,1 1,2 1,3 1,0 1,6 1,0 1,1 621
My Newham
Inform
33
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68 1,1 1,3 1,4 1,4 1,3 1,2 2,1 1,4 2,8 3,1 5,5 5,6 7,1 6,7 8,2 11, 15, 17, 28, 6,4 7,1 7,7 7,9 8,5 9,7 9,1 9,5 9,0 8,7 8,7 12, 9,8 11, 6,5
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-
-
-
-
-
-
-
-
-
-
1,3 2,1 2,1 2,1 1,8 1,4 1,4 867 1,4 1,3 1,2 1,2 207 2
2
7
3
2
3
1
6
3
8
1
Telephone
7,3 8,9 7,9 6,9 7,5 7,9 7,6 4,8 6,4 6,2 7,1 6,4 6,3 5,0 5,1 4,9 4,5 4,4 4,5 2,8 4,2 4,2 4,3 4,8 7,9 7,3 8,9 6,6 7,0 6,3 5,3 4,1 5,9 5,8 6,7 3,0
Face To Face
20, 23, 21, 17, 17, 14, 12, 9,3 13, 13, 14, 11, 11, 7,8 9,5 7,4 10, 8,8 7,9 4,7 8,6 6,2 6,3 5,1 6,5 5,6 6,1 5,1 5,9 5,7 4,8 3,5 3,6 2,8 3,8 1,8
Face To Face
20, 23, 21, 17, 17, 14, 12, 9,3 13, 13, 14, 11, 11, 7,8 9,5 7,4 10, 8,8 7,9 4,7 8,6 6,2 6,3 5,1 6,5 5,6 6,1 5,1 5,9 5,7 4,8 3,5 3,6 2,8 3,8 1,8
Slide 18
About oneSource
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OneSource is built on a successful partnership between two London
boroughs - Havering and Newham (technically a joint committee).
The two organisations are sharing 21 back office services and are already
reaping the benefits in terms of cost-saving and efficiencies, while protecting
frontline services for residents. Our aim is to achieve an estimated £40m in
savings for the two councils over the next five years (over and above £3M PA
for ICT already saved).
In creating oneSource, Newham and Havering Councils have capitalised on
a successful history of joint service transformation working, including a
shared Head of ICT and collaborative procurement. We worked quickly to
develop oneSource so we could maximise potential savings. This includes
using shared ICT platforms and standard systems.
We believe that, in oneSource, we have created a preferred and replicable
model for shared services in the public sector
Slide 19
oneSource Contacts
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If you would like to know more about oneSource, please speak to one of the
senior management team or contact us in the following ways:
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Visit www.onesource.co.uk for more details and management team contacts.
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Phone:
Email:
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Geoff Connell – Director of ICT oneSource – geoff.connell@onesource.co.uk
01708 434155
info@onesource.co.uk
Slide 20
Thanks for Listening. Questions?
Slide 21