ICT & Digital Strategy and
Transformation
Claudette Jones
The City of Edinburgh Council
City of Edinburgh Council
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Population
500,000 people
Staff
18,600 (2nd biggest in the city)
Revenue Budget
£1Bn
ICT Budget
£35m
Supported Desktops 7,000 Corporate
10,000 Learning and Teaching
Estate
Challenges
• ICT was largely outdated
and unfit to support the
Council’s ambitions
• The Council had few real
on-line transactions
• Long history of staff
dissatisfaction with the
ICT Service
• Innovation was dead
• No engagement with
customers or anyone
else externally!
Stakeholder engagement so far…
Empowered
Citizens
•Citizens Focus groups
based on segmentation
analysis
•Analysis from Edinburgh
People’s Survey
Empowered
Management
•ICT and Digital Board
•Extended CMT
•Senior Management Teams
•Directorate ICT and Digital
Boards
Empowered
Learners
•ICT and Digital Leads
•Research from Learning
and Teaching refresh
•Head Teachers ICT project
group
Visitors
and Students
Empowered
•Survey with visitors
•Visit Scotland
•Focus group with Students
Empowered
Elected Members
•Elected Member ICT Sounding
Board
•Elected Member
Open Day
Empowered
Businesses
•Business Gateway
•Survey with local
Businesses
Empowered
Partners
•Edinburgh Partnership
Executive
•NHS Lothian
Empowered
Workforce
•Focus groups with each directorate
•Employee Survey 2012
•ICT Survey
•ICT Open Day
Incremental change, is not enough
Citizen Engagement
• Desk based analysis
• Workshops
Citizen Engagement
• Co-design of web-site
Internal Engagement
Staff/Elected Member Open Days
Workforce Storyboard
Empowered Edinburgh
Edinburgh, a city empowered through ICT
Empowered
Empowered
Visitors
“A City where where technology
Is used to make my visit
easier and more enjoyable”
Citizens
“ICT enables me to interact with the
Council, through my choice of
technology, and keeps me informed on
the things which are important to me”
Empowered
Services
“Our use of technology means that we
provide improved services
which are easier for
customers to access”
Empowered
Empowered
“Our schools use technology
well, really improving teaching”
Partners
“Technology makes a real
difference to the way
we provide joined
up services to the
people of Scotland”
Empowered
Empowered
Workforce
“ICT helps make my role easier
and allows me to engage
effectively to improve my work”
Management
“ICT provides me with the
information and tools I
need to manage
an effective and
efficient organisation”
Learners
Empowered
Elected Members
“ICT allows me to interact with
citizens to better understand
and meet their needs”
Empowered
Businesses
“ICT makes
Edinburgh an even
more attractive place
for doing business”
Aligning the Programme
• 150 projects reviewed
to understand their
outcome focus.
• Map to Council
priorities and
Partnership Outcomes
External engagement so far…
What does the transformation plan
look like?
150 projects including:
 Implementing new Governance and team structure
 Refresh all corporate and school desktops
 Upgrading key systems like HR and Finance
 Creating a responsive web site
 Creating a Golden Record or “single view” of the
customer
 Connecting to Scotland-wide Citizen Account for
improved logon
 Video conferencing from the desktop
 Collaboration tools with partners
 Full business functionality on iPads
 New Contact Centre Management System with Social
Media and Live Chat
 30 top transactions fully on-line
 Simplifying architecture to improve future speed of
change
 Implementing Business Intelligence to redesign services
based on data
 Assisted Digital programme
What’s changed in a year?
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Perceptions
Agile development
Ambitious targets
Early engagement
Focus on citizen
Core building blocks
Commercial focus
What have we achieved?
• New ICT and Digital Strategy
complete
• Wave 1 projects ahead of
schedule – 150!!!
• Wave 2 under development
• Relatively little spend for the
scale of change
• Learned a lot from customers
• Very positive feedback
• ICT team has changed
• Whole approach to
technology delivery has
changed
Service Scope
Sourcing Strategy
Some key principles
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Value for money
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Openness
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Community benefits/
sustainability
Encouraging innovation
Indicative Timeline
OJEU
PQQ
Longlist
and
ITPD
Notices
published
Issued and
Evaluated
Invitation to
Participate
Outline
Solutions
January
2014
February
2014
March 2014
Summer
2014
Dialogue
Shortlist
and
Detailed
Solution
ISDS
Evaluation
and
Award
Autumn 2014
Preferred
Bidder
ISFT
April 2015
Spring 2015
Key Messages
• Doing things differently
• Doing different things
• Putting the customer first
• Delivering at scale and
pace