Digital by Default Services

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Why is Digital by Default hard?

Easier to call or visit perception

Vulnerable Groups

Stakeholder buy in

Public Sector bodies have many services

Public Sector bodies have many LOB apps

Infrastructure needed to support it can be v costly

Legacy LOB Apps need servers. Servers need support staff, maintaining, upgrading, and ultimately replacing with migration costs associated with that.

Cloud services like Microsoft Azure negate all of the above. With Azure now getting IL2 accreditation IT security managers can rest easy

Most line of business processing have been created for a niche function and built in legacy technologies.

By reviewing all top and admin heavy tasks public sector bodies should look to see where systems can be replaced or amalgamated. There should never be two applications doing pretty much the same thing for two departments….

With hundreds of services the key is ensuring that top and administration heavy tasks are understood and easily accessible.

You may get 100,000 of a top task per annum but if administering a task with 10,000 hits per year is more costly the digitisation of this service should actually be a greater priority!

Getting real buy in from Councillors/Executive Management/Suppliers/Housing Associations/3rd Sector Organisations is critical.

A Digital Champion high in the corporate management team should ensure this.

There will always be vulnerable people in society and also ‘nonliners’. The key is therefore consultation with local support stakeholders to be educated in delivering the services closer to or in citizen’s homes. Local Libraries can be a key asset given their relative numbers and proximity to citizens where internet access is not available at home.

The best way to solve this is to ensure that all online services work on any device and provide access to information and transactional services that are better than speaking to a human.

NotesEasier to call or visit perception

Vulnerable Groups Stakeholder buy in

Public Sector bodies have many services

Public Sector bodies have many LOB apps

Infrastructure needed to support it can be v costly

All customers need to be thought of

Younger Generation

Regular Internet users

Vulnerable People

At home

With a support worker

Nonliners

Council eHUB i.e. Library

Wherever, Whenever

Online Access thatworks well and provides the same level of function upon ALL devices

Citizens fill in one application where services need the same info

Citizens are instantly guided to online services

Online services recognise other services

Citizens should not be penalised for the separation between directorates

Doing things online saves you money so they should not have to hunt ANY online services down

Citizens don’t necessarily know what services are available or what they are entitled to

Better UX and greater cohesion of departmental data

Anything done online reduces paper & postage costs, reduces staff costs and can be delivered 24/7

Using intelligence more online services are used and greater efficiencies generated

Examples

100% Online Housing Benefit Claims

100% Online Emergency Support Scheme

Delivered through 24 council offices/libraries

Accessible on Mobile Devices

Updates 2 LOB applications instantly upon submission

41% of claims awarded the same day as they are received

LGC IT Initiative of the Year Award

Delivered through Multiple Support Providers e.g. CAB, St Mungoes.

Accessible on Mobile Devices

Updates intelligent LOB system in real time with decisions made within hours80% of claims paid the same day as they are receivedUsing the Cloud they were live with the front and back office in less than 7 days

The Mobile

Internet

30% of Council website

hits are now done on mobile devices

Local Authority Websites

Not mobile friendly92%

8%♥ Mobile

1) Getting User Experience rightA bad user experience can affect

channel shift uptake

2 eForms for the same purpose

2) Apps inherently cause some users to lose out

Using the mobile internet ensures access by all

Mobile style sheets mean you can cater for all devices and all Mobile Operating Systems whilst still providing a great user experience.

Apps are a great idea for a single consumer service. Councils have 100s of services and so duplicate/triplicate etc. the effort creating an app doesn’t make sense.

Mobile OS market share