Eleanor Schooling - Walking the walk - Islington`s digital

Walking the Walk …… Islington’s Digital
We want staff to be as productive as
possible by providing them with the right
tools to do their jobs and secure access to
the systems and information they need from
wherever they are working. This needs to be
as much about behaviour, culture and
process change as it is about supporting
Walking the walk
Islington’s digital journey
9th December 2013
An historical perspective
2006 – Smart working across the organisation
Staff allocated laptops and hand held personal devices to work more flexibly
Conversion of paper records to electronic where ever possible.
Multifunctional devices for copying, printing and scanning – no individual printers.
Ratio desks to staff 7:10
Buildings released, capital receipts and cost savings as a result
2008 - Austerity measures
Freeze on new IT purchases.
Implementation of equipment recovery and recycling programme – significant cost avoidance and
2009 – Response to consumerisation and the digital revolution
BYOD solutions…….social media……..
2012 – National events and changes to service models
The Olympics & Jubilee – small scale tablet pilots
Reintegration of 4 key outsourced services and alignment of Public Health …. new services,
different ways of working, different job roles.
No longer one size fits all!
2013 – Things are different now………….
Drivers for change
The Challenge:
A changing organisational landscape
Different financial position - needing to do more with less and do things
We need a more flexible and responsive workforce.
Local government and partner services are changing shape.
Need for internal and external collaboration – higher on the agenda.
Digital revolution and new wave of technologies creating opportunities.
An aging infrastructure creating business risk.
Our response ………..
Working Without Walls – A Technology Enabling Project
Supporting business strategy and needs,
Increasing productivity…… improving service delivery and customer satisfaction.
Contributing to savings and productivity gains emerging from our corporate
transformation programmes.
A multi-year programme putting digital at the heart of our organisation and our
Phase 1 focussed on delivering an updated IT environment.
Business transformation enabled by digital
The Vision in brief……..
“Log-on and go”!
Work anywhere using any device.
Connect and collaborate without the constraints of organisational or technological boundaries.
Easily share information whilst protecting our sensitive data – make doing the right thing the easy
Sounds simple but ...It is a journey… It is complex… Relies on a fit for purpose infrastructure.
How we’ll do it ………..
 Create a culture of confidence, behaviour change and digitisation.
 Deliver sustainable change and business benefits.
 Enable and support efficiencies and savings across the business.
 Update the legacy infrastructure and invest in its future, plus keep it stable whilst we change
 Provide staff with the equipment & tools they need to do their jobs.
What it’s NOT ……………. An I-Pad project!!!!
Business leadership and ownership from
the start
Business-led focus : vision, requirements and outcomes
Business sponsorship : led by corporate director providing direct link to
corporate management board.
Cross organisational collaboration - active programme board with
senior business representatives including colleagues from
Communications, HR, Finance and Digital Services.
Engagement with and support from political leadership
Components needed to support delivery of
our vision
1. Identify the range of work styles that exist across our organisation.
2. Identify new ways of working and what tools are needed.
3. Implement new business processes, working practices, behaviours and
4. Update technology platform without which the programme cannot be
5. Provide new end point devices with work anywhere tools.
Gathering Business Requirements
Interviews with managers
Engagement with the disabled
staff forum
Councillor requirements
Requests for tablet devices
H/W & application
assessment & analysis
Technical compatibility
Provides input into
decisions about:
 Direction of travel.
 Budget and
 Technology
 Business areas to
pilot remote
 Work anywhere
Business Engagement & Findings
 48 individual meetings
 24 teams identified as mobile,
field based teams
Cultures &
Capability &
 3 scenarios created
Processes &
 7 teams identified as wholly
office based but with
potential to work more
 Staff Disability Forum, Unions
and Councillors
Survey Findings
4500 Surveyed
61% response
work upto one day a week from
need to
93% collaborate
Very Mobile
with colleagues and other teams
Fixed or
Semi Mobile
need to
share information
internally and externally
Low levels of formal process
and use of work flow.
Business Needs and Challenges
 Deliver applications on any device
 Enable collaboration beyond corporate boundaries
 Interoperability across devices
 Updated technology and systems
 Culture/behaviours
 Changing business processes and working practices
 Security of information –v- flexible ways of working
 Office Environment – changing to accommodate new ways of working
 Mobilising applications
So we know,
What our drivers are
What we need
Process change
Culture change
Behaviour change
Supporting technology
Where are we now …….
Business stakeholders identifying areas where staff are highly mobile and where
there can be repeatable service transformation.
Focus on service readiness.
Rising to the challenge of mobilising business applications.
Detailed technology designs underway.
Initiate pilots
Moving forward with our role based asset strategy and away from one size fits.
Tactical and strategic device refresh planning
What have we learnt ………….
Digital transformation is as much about behaviour, culture and process change as it
about technology.
In a way technology is the easy part – service readiness and pace of adoption will vary.
New digital skills and confidence to lead change across the organisation.
Embracing the new digital landscape and associated opportunities requires an
organisational wide response. Co-design and collaboration is key!
“One size fits all” no longer cuts it! A strong corporate approach with flexibility to meet
individual business needs is essential but it’s not easy!
Sustainable organisational change requires tenacity and drive together with cross-cutting
and top:down business leadership and executive sponsorship.
We all have a responsibility to embrace digital. That means we all need to think about
how we can use technology to transform our services –it’s not just an IT role!
Managing the continual stream of external disruptions ie PSN and security.