This feedback was compiled by LynleyMeyers @ Netcall
This panel was led by Dave Briggs, Chair of LocalGovDigital + Head of Digital Capability & Culture, Birmingham City Council
He interviewed:
Clare Evans, Corporate Services Manager, Tewkesbury District Council
Kate Hurr, Senior Manager: Digital & Customer Experience, Cumbria City Council
Vicky Green, Digital Programme Manager, Ashfield Borough Council.
No more buying a (digital) thing, to do a thing: Instead, build your own (digital solution) that’s fit for purpose and meets your needs.
During this session it was especially good to hear Clare, Kate & Vicky reflect on their low-code journeys, all of which you can learn about at the links in the Resources section at the bottom of this post.
These are award-winning teams of really skilled people who have service and user design at their core. They focus on outcome success, not tech.
Digital customer service focus: While these teams work alongside their IT colleagues, who of course maintain the stack and keep business as usual (BAU) running smoothly, their purpose is separate. They see the need for and provide holistic process design across their authorities to deliver cost-effective end-to-end customer journeys. A successful journey needs to include all users and reflect the activities across all channels. Standard process improvement must include accessible access for customers, single-view case management for advisors, informed middle office and empowered remote workers.
Blended digital team: Tewkesbury report that their team includes an IT specialist and project managers in order to meet their expanding digital transformation remit. They work on both customer facing processes and internal projects.
Clare Evans said “We focused on a clear set of priorities and milestones for the first couple of years as we were replacing an existing digital platform. Each project has been a really big success story – and the engagement we have done at all levels, including senior management, has helped with that. Teams are now seeing the opportunities. We’re about to roll out HR processes and that will touch everyone across the organisation – helping us to showcase the platform’s capabilities and encouraging teams to embrace our transformation approach.
Another success story: Cumbria report that their Highways solution is saving more than 20 hours of management time per week, equating to 28-person weeks per year. The road crews are happier too. The mobile-friendly multi-reporting methods include maps and What Three Words. With over 4,900 miles of roads to cover, it’s great that potholes and roadside issues are much more easily found.
Digital autonomy: Each of these digital teams have the power to design on their local platform. They report that the platform approach has enabled them to look at each process from end-to-end. Then they can build as suits their teams, totally fit for local needs.
A few of their top tips:
Digital needs a dedicated team: It can be tempting for budget holders to see digital as a part-time, just-fit-it-in as extra work… The panel supported Dave Briggs statement in the #localdigital keynote where he said that “when you fund the team, not the project you make change a constant, with ongoing incremental change”.
They all agree that a funded team is the only way for #digitaltransformation to make a significant incremental cost reductions and improve customer experience.
Vicky Green said, “ We’ve got a thousand things to make in our council, a thousand things we want to do. Now it’s about how digital has the resources to manage the tasks”.
Measuring value: All the panellists agreed that it is difficult to definitively report the value they deliver. This is NOT because there is no value. Instead, it’s because the effort delivers change in the department with the process. And those saving don’t accrue to Digital. This unsurprisingly is the point of it all! Digital need to find a way to capture and report on the savings, efficiencies and productivity uplifts that are reported on by the department managers.
Engage stakeholders throughout: Both Tewkesbury and Cumbria teams stressed the need to engage all the stakeholders throughout.
Kate Hurr said… “And never be ashamed of the need to keep everyone updated. You can be doing brilliant stuff, and your peers externally can recognise you and you can get Gold awards. Yet, it’s very important to maintain positive messaging and engagement with senior stakeholders. It’s tough and takes time. The time you might think you don’t have. This comes back to the fact that your hard work passes the value passes to the departments who (unwittingly?) take the credit. Keep your own score card and make sure senior leaders can easily see your total impact.”
The team @Netcall thank the chair and panellists for their time and their generous sharing of their experience and expertise. If you have any questions, we’d be happy to answer at hello@netcall.com.
RESOURCES
Transforming online experiences: Tewkesbury Borough Council transforms its online experience – bringing benefits for the customer, the business and the environment. click here to find out more
Cumbria County Council: The Go-to Team of Problem Solvers: In the first 12 months, this award-winning team of 4 created 16 different systems using low-code delivering rapid ROI. click here to find out more
Ashfield District Council shares 5 lessons learned on their journey to digital: Legacy applications that are not designed for the modern digital age are preventing councils from making progress on their digital ambitions. The digital supplier market is holding local government back. But low-code and robotic process automation are enabling councils to break free, innovate and move forward. One council shares their digital journey so far. click here to find out more