Presentation on transforming local public services using technology, digital tools and approaches. Presented by Siobhan Coughlan at Local Digital Today on 14 November 2014.
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Transforming local public services | Siobhan Coughlan | November 2014
1. Transforming local public services
using technology & digital tools & approaches
Siobhan Coughlan,
Programme Manager, Productivity
14 November 2014
www.local.gov.uk
2. Transforming local public services
Report and 11 separate
case studies
http://www.local.gov.uk/web/guest/productivity/-/
3. What set out to do
To capture and share the different effective and
innovative approaches implemented by councils
as well as the savings generated;
•To enable those citizens who can and wish to do so,
carry out their business online
•To enable their staff work more effectively in the
office, remotely and in partner’s offices
4. Background
• Long history of applying technology for example,
back office systems for finance and work orders, e.g.
housing repairs
• LGOL (2000-5), DCLG funded programme to enable
councils implement a range of different technology
tools and approaches, generated £670m savings;
– Connect digitally, school applications and FS
online
– CRM – implementation & integration
– Nomad – supporting mobile & remote working
5. The drivers for councils
• Cuts to councils’ funding – 40% during this
Parliament
• Increasing levels of demand from residents impacted
by the recession
• Demographic pressures – increases in numbers of
over 80 year olds and in births
• Local economic regeneration – supporting SMEs
• New areas of responsibility and changes to existing
arrangements – Public Health, Welfare Reform,
health and care integration, etc.
6. The graph of doom
Income against expenditure 2010/11 to 2019/20
8. Technology & digital as an enabler
• to support increased levels of self-service for residents and
businesses, supporting digital take-up, e.g. for online school
applications, Universal Credit, etc.
• to deliver services and support differently e.g. telecare care
and assisted technologies in resident’s own home
• to work more effectively with partners, sharing information
to join up around shared customers – e.g. troubled families,
vulnerable older adults, etc.
• for staff to work remotely, while out and about, to supports
shared service and shared accommodation arrangements
• to provide up-to-date information in response to
emergencies / incidents, e.g. flood alerts, road or school
closures, etc.
10. Route planning tool
In the face of budget cuts, increased tax burdens for landfill, and
challenging targets to improve recycling, councils are
increasingly exploiting mapping technology to improve the
quality and cost of waste collection, achieve better procurement,
and develop more efficient service partnerships.
•Forest Heath District Council and St Edmundsbury
Borough Council saved £300,000 annually and improved
services through using better geographical data to optimise the
routes for refuse collection and cleaning;
•East Northamptonshire Council saved £200,000 annually
using Ordnance Survey technology
11. Mobile apps
Spelthorne Borough Council to encourage channel shift and
improve service delivery. The app allows the council to
provide customers with access to services, news, transactional
tasks and updates via their smart phones,
The council has benefited from the app which has resulted in:
– 18 per cent increase in for Council Tax internet payments compared
with 2012/13
– 42 per cent increase in internet payments compared with 2012/13
– 10 per cent reduction to calls into customer services since the
introduction of the app
– Customer contact savings have been delivered in the region of
£33,000 for 2013/14 with a reduction of 1.4 FTEs in the call centre for
2014/15.
12. Suffolk Coastal Port Health Authority
• Felixstowe container port system one of the UK’s busiest
ports - 41 per cent of food imported to the UK.
• Suffolk Coastal Port Health Authority (SCPHA) is responsible
for checking the products.
• In 2008 it was using a 15-year-old IT system
• SCPHA developed in-house Port Health Interactive Live
Information System (PHILIS) requires less paperwork - for
staff and food importers.
• annual savings of around 17,000 working hours, £200k
savings a year since it went live in 2009.
• started to license the system to other Port Health Authorities,
e.g. Mersey and London, generating £80k pa extra income.
13. Summary
• Lots of good work happening in councils –
implementing technology & digital tools and
approaches to improve customer and staff
experience
• Examples referenced in this report generated £41m
savings (excluding Connect Digitally, TUO and
UKDB programmes)
Challenge – how we can help mainstream this work to
help other councils?
Notes de l'éditeur
Figures released by the Office for National Statistics in November 2013 showed a projected UK population increase of 9.6 million over the next 25 years from an estimated 63.7 million in mid-2012 to 73.3 million in mid-2037.
The ONS figures released in November 2013 also projected an increasingly ageing population with the average age increasing from 39.7 years old in 2012 to 42.8 by mid-2037. The number of people aged 80 or older was projected to more than double over the same period to 6.2 million.
The House of Lords Committee on Public Service and Demographic Change warned in March 2013 in its report Ready for ageing? that the UK was “woefully underprepared” for the social and economic challenges presented by an ageing society. For example, with the number of people living with long-term medical conditions set to rise sharply, a “radically different model” of care would be needed to support people in their homes and to prevent pressure on the NHS.
The rising UK birth rate is a cause for concern as well as celebration. Annual mid-year population estimates for 2011 and 2012, published by the ONS in August 2013, showed that there were more babies were born in the UK in 2011-12 than any year since 1972. In all, 813,200 UK births were recorded in the year, contributing to population growth that was, in absolute terms, the highest in the EU.
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