Socitm London Regional Meeting
Public Sector ICT – 2015 and Beyond
Friday, 16 January 2015
Agenda
12:30
Lunch & Registration
13:30
13:35
13:40
Welcome & Updates: Geoff Connell, Chair of Socitm London
Socitm update: Nigel Bragg, Socitm
London Libraries Futures: Mike Clarke, Association of London
14:00
NPS Strategy: Steve Knighton / Nigel Blair, Northgate Public Services
14:20
BREAK
14:35
14:45
15:15
Online Services: London Borough of Newham
CCS London ICT work programme: Ashley Shelbrooke
Northgate Public Services - Roadmap Sessions
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16:00
Chief Librarians
Social Care: Cathryn Ella
Revenues & Benefits: Nigel Blair
Housing: Sean Dalby
PARIS Payments: Chris Lord
Drinks & Networking
2
NPS Strategy
Steve Knighton / Nigel Blair
Northgate Public Services attendees
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Steve Knighton: Business Development Director
Nigel Blair: Head of Product Management & Innovation
Cathryn Ella: Product Manager (Social Care)
Sean Dalby: Product Manager (Housing)
Chris Lord: Business Analysis Manager (PARIS payments)
Juliet Gurney: Account Director
4
Sale of Northgate Public Services
On 22nd December 2014, Northgate Public Services was
acquired by Cinven - a leading European private equity
firm.
“At Cinven, we aim to
create real growth in
the businesses we
acquire.”
Their investment is a real vote of confidence in us
and it’s great news for our business and our clients.
What are the benefits?
 As an independent business we now have more scope
to develop the systems and services that work best
for our clients.
 We now have access to additional funds to support
our plans for innovation and growth, both in the UK
and internationally.
 In the short term, Northgate Public Services and
Cinven are focused on making this change as seamless
as possible for all existing clients.
Cinven has invested in Northgate
Public Services because they
recognise our potential to innovate
and grow.
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NPS in London
Local Government solutions in every London
authority including;
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CRM
Document Management
Revenues & Benefits
Housing
Social Care
Planning, Building Control, Licensing
Cash Receipting / Payment Services
Fraud Management
Local Welfare Provision
Blue Badge
Plus a portfolio of wraparound services
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IT hosting services – including Wandsworth,
Southwark, Hillingdon, Croydon
R&B Resilience services - including Tower
Hamlets, Wandsworth, Kingston
Social Fund managed service – including
Haringey, Richmond, Bromley, Camden
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…….and beyond
 National - Systems in every NHS
hospital through national
programmes
 National - Every police force
 National - Half of all fire brigades
and ambulance trusts
 National – Blue Badge
 National – PentiP national penalty
and ticketing, ANPR Data centre
 National – HGV Road User Levy
 National – Organ Donor Register
 National – Statutory Redundancy
Payments
 International – Social Housing in
Ireland, Canada, Australia & New
Zealand
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NPS Cloud Delivery
Foundation
Software
Fusion
Foundation
Software
Processing Services
Business
Services
ICT
Infrastructure
Public Service
Digital Innovation
Cloud Delivery
Public
Business
Services
ICT
Infrastructure
NPS Foundation Layer
10
The GDS Challenge
11
New: London Councils Appeals
Services
12
Social Care
Cathryn Ella
14
Social Care
Case management, self service,
mobile
Market share
 UK 22% (46)
 England 20%
 Scotland 31%
 Wales 27%
London Footprint – Barking &
Dagenham, Croydon, Havering
Larger authorities – 28% of County
Councils
Adults
Key drivers – Care Act, efficiency
savings
15
Social Care
Case management,
Self service,
Mobile
Children
Market share
 UK 15% (28)
 England 10%
 Scotland 28%
 Wales 27%
London Footprint – Barking & Dagenham, Havering
Key Drivers – Child Protection, efficiency savings
Significant Policy changes – ICS > Munro > Children and Families Act
Northgate in Social Care
 Since 2011 we have invested significantly in developing
and improving our Social Care systems
 Improved ‘usability’ by streamlining processes, making
it quicker and easier to enter case information 30%-
65% efficiency savings
 Implemented Munro review recommendations
 New solutions to address the changing landscape of
Social Care
 Now major upgrade programme so authorities can
benefit from these improvements
Social Care systems need to respond to the
changing world around them
Demographics and Funding Cuts
The social care system is
widely accepted to require
fundamental change
More people living
with long-term
health conditions
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Population (millions)
Long-term Health
Conditions
An ageing population
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14
12
Over 65
10
Over 80
8
6
4
2
0
2014
Care
Budgets
decreasing
by 30%
Assessments
to increase by
500,000 by
2016
Bucks predict a
41% rise in costs
by 19/20
2030
2050
London Councils’
predict cost
increase of
£1.3bn by 2019/20
Transition to Integrated Care
Web
Traditional SC Case
Management
 Move from back-office heavy
CMS to citizen-centric
 Back-office becomes lighter as
citizens become more
empowered
Revenues & Benefits
Nigel Blair
22
Revenues
160 customers manage over
1 million commercial properties
which generate an annual revenue
of £11 billion in Business Rates.
Domestic
Commercial
172 customers manage 12.6 million
domestic properties (houses, flats
etc.) which generate an annual
revenue of just over £16 billion in
Council Tax.
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Benefits
Northgate customers
pay out £9 billion in
Housing Benefit per
annum (2.27 million
claims)
This is over half the
total paid out in the UK
(approx 52%)
Northgate customers
pay out £2.28 billion in
Council Tax Support per
annum (2.75 million
Claims)
This is just under half
the total paid out in the
UK(approx 47%)
London
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Our Objectives 2014 / 2015
1. Welfare Reform / CTR
 Deliver Legislation Programme
 Keep Track of Universal Credit Programme
 Fraud & Error Reduction Incentive Scheme (FERIS)
 Deliver new CTR Schemes
 Liaison with DWP / Customers / Pilots
 Scottish Devolution
2. Revenues Legislation / Growth
 Ongoing Business Rates Rationalisation
 New Enforcement Regulations
 Business Improvement Districts
 Liaison with DCLG / Customers
 Debt Prioritisation
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Our Objectives 2014 / 2015
3. Happy Customers
 Retain ALL our R+B Customers
 Support all User Groups (Regional / Product Groups /
User Group Executive)
 Keep close to our customers / resolve any disputes
 Provide products, services and innovation to help
customers deliver their essential services
4. Channel Shift & Automation
 Citizen Access
 Ongoing Business Rates Rationalisation
 New Enforcement Regulations
 Enhance Landlord Portal
 Northgate Digital Services
5. Continue to Innovate
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Speed of Processing
Speed of Processing
Source : DWP
Housing
Sean Dalby
Sector Challenges
 Supply / Demand for accommodation
 Need to understand the business
 Financial Governance
 Asset Strategy
 Options Appraisal
 Customer Insight
 Business Insight
 Digital Services
 Release resources
 Economies
 Development Management / Feasibility
 Extended Services
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Our Objectives
Customer Insight and Self Service
Business Insight, Housing Enterprise & Asset Management
FY14
User
Experience
Customer Insight
• Early intervention
• Tenant services
• Income & debt mgt
• Channel shift
FY15
Business
Intelligence
FY16
Cloud First
(SaaS)
Business Insight
• Housing Enterprise
• Financials & HR
• Business Intelligence
Deployment
Design
Market Packages
• Tailored solutions to
size of customer
• Enhanced deployment
design
• Cloud delivery
Continued 3rd
Party
Alignment
Asset Management
• Integrated repairs
• Asset planning
• Component accounting
• Business Intelligence
Housing
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June 2015 - Housing v6.12
 Customer Insight
 Housing Enterprise
 Bi-lingual facilities
 Review of Business Insight
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November 2015 - Housing v6.13
 Business Insight / Dashboards
 Housing Enterprise
 Self Serve UI enhancements
 Self Serve and Smart Apps
 Enhanced asset management
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June 2016 - Housing v6.14
 Housing Enterprise
 Business Insight
 Extended channel options
 Multi-agency working and data sharing
 Multi-market configurations
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Front Office Enterprise & Customer Insight
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June 2015 – Foe / CI v1.4
 CI additional transactions for Housing
 CI / Housing Self Serve Integration
 MS CRM Platform version upgrade
 Prioritised enhancements
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November 2015 - Foe / CI v1.5
 CI transactions for Housing
 CI Campaign Management improvements
 CI review booking capability
 CI review self serve enhancements
 Prioritised enhancements
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June 2016 - Foe / CI v1.6
 CI – Mobile Access
 CI – Load Balancing
 CI – Social Media
 Prioritised enhancements
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OHMS
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Release 55 (April 2015)
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Release 56 (October 2015)
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Mutual exchange enhancements
Bedroom tax liability indicator via DOB assessment
Customer Insight
Release 57 (April 2016)
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Mobilisation of COS
Welfare Reform – DD registration via COS
Web Services for DRS integration
Extended Customer Insight
Business Objects enhancements
Release 58 (October 2016)
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Anti-Fraud measure – sub-lets
Partner Portal
Business Objects enhancements
PARIS Payments
Chris Lord
Overview
 Payments and Revenues Information System
 Payments
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Multi-Channel
 Internet
 Telephone – mediated and self-serve (IVR)
 Counter Receipting
Fund / Reference Number validation
Card payments (Debit and Credit)
Cash
Miscellaneous income
File imports e.g. bank statements, bailiffs
 Income Management
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File exports e.g. General Ledger, back-office systems
Suspense Management
Management reporting
 PA-DSS compliant
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Key Features
 Supports Shared Service operations
 Partner organisations can take payments on behalf
of other partners
 Powerful and extensive integration capabilities
 Sales integration
 a simple XML interface allowing 3rd party applications
to use PARIS to process internet payments e.g.
Leisure bookings systems etc.
 Host integration
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enables 3rd party application to use PARIS to capture and
process payments e.g. CRM solutions
 PARIS handles capturing card details, printing receipts
and interface with any Chip & PIN device
 Real Time Links
 online two-way integration hugely successful in the
collection of parking fines
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Product Strategy
 Input from Steering Group
 representing User Group
 Direct strategic engagement with our larger and
more progressive customers
 Exploit our own in-depth domain and product
experience
 Learn from previous releases, identify
improvement opportunities
 Internal Product Panel
 Roadmap is simple tool for communicating product
direction and strategy
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Product Development
 Development approach
 Agile development leading to modular functional
releases made available throughout year
 Optional, switch activated, includes Services
 One-off price per module
 Release strategy
 Single mandatory full release each year (Nov)
 Delivered by NPS Consultants
 Supports budgeting by LA
 De-support of previous releases
 Maintain PA-DSS compliance contributing to your
PCI-DSS compliance
 Patch release(s) where necessary i.e. defect
resolution
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Product Roadmap
Current
Near Term
Future
PayPal
Integration
Browser Cash
Payments
New / emerging
payment
methods
Wireless PED
Payment Card
Manager / eWallets
Payment industry
accreditations /
compliance
IVR VoIP / SIP
Continuous Card
Payments
New technologies
/ infrastructure
v3.0.3
Fund Manager
New markets
pAypAge
Hosted IVR
Service
Current
Modular
functional
releases and
annual release on
track for 2015
Near Term
Based on current
customer demand
Future
Subject to
continuous
review