Welcome to Derby
Transformation at Derby
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Corporate Driver – Council Wide Transformation
Fewer Sites, One Stop for Customers
More Customer and Staff Self Service
New ways of working – 4 work styles
Council House Rebuild a key fixed deadline
IT Transformation - £ 14 Million IT Investment
New Corporate Applications:
– CRM, EDRMS, GIS, Internet & Intranet, HR/Payroll
and Oracle Major Upgrade
The Old Building Reception
Council Wide Transformation
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Commenced before the 2010 CSR (the big cuts)
PWC developed Target Operating Model
ICT Investment one of 14 key themes
New ways of working and Property Rationalisation
Business Process Reengineering -standard processes
After 2010 had to take savings before TOM could be
achieved, but still basis of many savings
• 3 rounds of VR increasing pressure, could not have
achieved without new ICT
The Old Building Office
Council House Rebuild
2010
•Old Building occupied by circa 500 staff
•Corridors and Offices, dark and dingy
•Expensive to maintain heat and light
•Numerous satellite buildings (mainly rented)
2013
•New modern building : 1400 desks, 2,000 staff
•Open Plan, river cooled, hydro and solar power
•Closed 10 other sites, saving rental and utility costs
The Old Building - Filing
IT Transformation –
£ 14 Million Investment
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History of Outsourced ICT and Sweating Assets
Full Server refresh and new IP Telephony
Client device refresh for 2,000 staff
New email cluster and new storage
Citrix Servers and Application Migration to Citirx
CRM, GIS, EDRMS and Asset Management
HR/Payroll and Oracle Upgrade
5 Year Microsoft Licence Agreement
E-Services – the last piece of the Jigsaw
The Building Demolition
Corporate Applications
CRM/Customer Reception
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Lagan CRM selected Feb 2011
Operational from June 2011
Started with high volume and simple transactions
In first year (Feb 12) - 21% increase in contacts
(demand); 36% of all contacts electronic
40 new fully integrated web forms
Almost 2000 transactions per month
Expansion into booking and payments
KANA Lagan International Channel Shift Award 2012
Corporate Applications
CRM/Customer Reception
• 2 Payment kiosks – saving 2 FTE and driving card
payments ( + 34%) over cash or cheque (-29%)
• 3% more payments costing 6p each less than before
• Ticketing and appointment system – fewer ad hoc
drop in customers; process more benefits with same
staff (100% of appointments seen was as low as 65%)
• Mobile (I-Pad) knowledge base for meet and greet
and for interactive customer experience surveys
• Customer Self Service PC;s - simple dashboard
The Building New Structure
Corporate Applications
- EDRMS
• Open Text Selected Oct 2011; Operational from May 2012
• Started with 15 key services – with high volume paper
record keeping or paper based systems
• 1 million pages of historic documents imported in 6
months
• Robust protective marking and records management
• Digital mailroom proof of concept live and wider roll in
progress, including accounts payable process
• Achieved paper reduction to match very limited filing
space in the building and less cost of external storage
• Won Open Text award Spring 2013
The Building Chamber
Corporate Applications
GIS
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Cadcorp GIS Selected October 2011
Live for key internal users form June 2012
Replacing more than 15 different mapping systems
New Internet and Intranet facilities
Improved LLPG data locations for 3,500 properties
Capturing new aerial photography & thermal images
Supporting Open Data and INSPIRE directive
Better Integration with key systems – highways,
planning
The Building – Fit-Out
Corporate Applications
Internet/Intranet
• New Internet Nov 2011, New Intranet Nov 2012,
Schools Portal Sep 2013 – all the same platform
• Function based navigation, Cleaner, clearer content
• More powerful search facilities and Top Tasks
• Easier to add both templates & custom built e-forms
• Use of access controls to restrict web support content
and documents for sold services
• Basis for new e-Transaction Portal including
Authentication, Verification and Personalisation
The Building Finish
Corporate Applications
Finance and HR/Payroll
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Major upgrade to Oracle Finance – 6 months
New Drill Down and Manager dashboard reporting
Better facilities for forecasting and profiling
Supporting reduction in accountancy support
Replacing obsolete system – I-Trent Chosen Oct 12
Payroll On Target for Oct 2013, HR (recruitment,
training etc) to follow spring 2013
• Self Service for data entry and reporting
• Linked to review of pay and conditions (single status)
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Floor Plan
Corporate Applications
e_Services
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The last piece of the jigsaw
Commenced April 2013 with phased delivery
Master Data Management and integration
Authentication and Verification
Mobile web platform for staff and customers
Based on robust business cases agreed with each
department
• Repeatable themes such as Book and Pay
• Adding value to CRM, GIS, EDRMS, and Internet
Floor Plan
New Ways of working
4 defined work-styles
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Desk Based – but not always in the office
Thin Client, Small Form PC & Citrix remote gateway
Flexible Worker – eg, Social Worker, Env Health
Laptop and Citrix remote gateway
Street Worker – eg, parking, parks, waste
Tablet or smartphone, access to hotdesks & Citrix
VIP or Power User
Laptop or Desktop & smartphone – based on who
they are or software restrictions & Citrix of course
The New Quiet Area
New Ways of working
4 defined work-styles
• 2010 Estimate was 1500 thin client, 500 other
• Reality was 1200 Laptops and 500 thin client
• Partially due to business culture, Partly due to
software in use
• Street worker low take-up, but mainly I-Pad
• Over 600 staff have worked remotely
– Many through council laptop and VPN (some 2FA)
– But also many using own computers and Citrix gateway
New Customer Reception
New Ways of working
e-Learning
• Developed programme of - e learning for 400 key
staff with University of Derby
• Personal Development
• Managing or Working in a Mobile workforce:
– Introducing Mobile working
– Managing/Leading Virtual Teams
– High Performance using Virtual Tools
– Develop own Mobile working Plan
– http://www.derbyworkstyle.co.uk/menu.asp
The New Workspace
New Ways of working
Corporate Communications
• New Working Portal on Intranet
https://iderby.derby.gov.uk/derby-workstyle/
• Move Co-ordinators appointed and Briefed
• Managers Briefings
• Weekly Bulletins
• Induction Sessions for all Staff – including Tours
• Move Countdown Week 10 to week 1 – Key Actions
• New Travel Plan
• Good Communication was a Game Changer !
Civic Entrance