Digital Insights
@ www.plantingtheflag.net/digitalinsights
Martin Ferguson
Director of Policy & Research

WORKSHOP
• What digital is …
• What might digital mean for …
• What is Digital Insights and how might I use it?
• Digital service design
• People and skills
• Other resources www.socitm.net

“L’imagination est plus importante que le savoir.”
IMAGINE …
Einstein

WHAT DIGITAL IS …
‘It goes beyond further rounds of process automation to transform processes, business models and customer experience by exploiting the pervasive digital connections between systems, people, places and things. Technologies such as smartphones, tablet computing, social media, big data, analytics, cloud computing, remote sensing and others provide the raw materials to forge a new edge.’
Source: Gartner, The Digital Edge , 2012 www.socitm.net

WHAT DRIVES YOU?
S
O
G
I

WHAT MIGHT
DIGITAL MEAN …
For me?
For my team?
For my organisation?
For my locality?

WHY DIGITAL
INSIGHTS?
Reform strategies:
• Reset
• System re-design
• East of Suez
(Hood, 2010) www.socitm.net

WHAT IS DIGITAL
INSIGHTS?

www.socitm.net

SCOPE
• What digital is
What business problems digital addresses
• Why digital is relevant to Local Public Services
Why digital is not the Localegov programme of 2002
• When to apply digital
When not to apply digital
• Who digital is relevant to
Who’s at risk of being excluded and what to do about it
• How Local and Central digital strategies inter-relate
How service design can benefit from embracing digital www.socitm.net

15 PRINCIPLES

WHO’S INVOLVED?
• Local Government Digital Alliance
• Local Government Association
• Local Public Services CIO Council
• Local Government Delivery and Contact
Councils
• LocalGov Digital Leaders Network
• DCLG
• ITW Networks
• Universities
• Suppliers and Socitm Premium Partners www.socitm.net

HOW MIGHT YOU
PLAY YOUR PART?
• Define
• Discover
• Envision
• Design
• Enable

HOW MIGHT I USE
DIGITAL INSIGHTS?
Define – the focus and scope of your digital programme
Discover – stories about what can be done with digital
Envision – what digital services might look like in your locality
Design – an iterative process to test and implement new service configurations
Enable – the building blocks, methods, tools and skills needed.

DIGITAL SERVICE
DESIGN
• Service models
• Ten design principles
• Four phases www.socitm.net

SERVICE MODELS www.socitm.net

W www.socitm.net

SERVICE DESIGN
PRINCIPLES
• How relevant are these to local public services design?
www.socitm.net

• L www.socitm.net

• L www.socitm.net

FOUR PHASES
• How would these work for you?
www.socitm.net

PEOPLE & SKILLS
• Service mangers
• Designers
• Developers
• User researchers
• Web operations
• Performance analysts www.socitm.net

LESERKOMMENTARSPALTEN
HÖLLENLÄRM … NEXT STEPS
• www.plantingtheflag.net/digitalinsights
• Socitm resources, products and services
• Socitm’s new Digital Consulting services
• Agile ‘pocket guide’
• Insight research report: Digital delivery – the next generation - exemplars
• External resources
• Socitm Region and local workshops
• Priority services – model designs

REFLECTION …..
“Learn from yesterday, live for today, hope for tomorrow. The important thing is not to stop questioning.”
Einstein www.socitm.net
Go to: www.plantingtheflag.net/digitalinsi ghts