Reduce, Reuse, Recycle - A Low-Code Mantra for Modern Government
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Public innovator LGSS has a vision to “Think Like a Customer, Act Like a Taxpayer.” When it comes to digital solutions for the public sector, that means creating solutions that reduce costs and can be reused and repurposed where it makes most sense. Join us and see how a seemingly simple first mobile app has launched a wave of new shared services solutions saving time and money for councils.
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Reduce, Reuse, Recycle - A Low-Code Mantra for Modern Government
- 1. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government
- 2. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government| Reduce, Reuse, Recycle - A Low-code Mantra for Modern Government Cheryl Doran Head of Digital Services | LGSS @ in cheryldoran cdoran@northamptonshire.gov.uk /cheryl-doran
- 3. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government| Reduce, Reuse, Recycle - A Low-code Mantra for Modern Government Our services – A bit about us, and our challenges
- 4. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government What Is LGSS? Shared services for local gov, health and housing Local government partners Local government customers Health and housing customers Cambridgeshire, Northamptonshire, Milton Keynes Councils Norwich City Council, Northampton Borough Council Northamptonshire Healthcare Foundation trust Northampton Partnership Homes
- 5. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Our Digital Transformation Challenge Several different legacy technology estates Partners wanted to work at different speeds Procuring on a collaborative basis Differing organisation types Mobilising without huge up- front investment Retaining individuality whilst reusing what we do within our shared service
- 6. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Making awesome digital services for our partners and customers
- 7. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government What We Do Think like a start up Design Building the right thing Deliver In the right way Platform With the right tools
- 8. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Design Building the right thing
- 9. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Delivery …in the right way People coming together as a multi-disciplinary team to deliver a product to an ultimate goal - releasing iteratively in short, sharp sprint cycles. SPRINT 1 SPRINT 2 SPRINT 3
- 10. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Deliver an affordable, intuitive, intelligent platform for outstanding public services now and in the future. …with the right tools Platform Vision
- 11. People + Technology = Platform
- 12. | Change session name in master slide Here’s Some Examples of What We’ve Built
- 13. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government CRM lite; basic interaction counting with case management for queries handled in the CSC Halo CRM MVP delivered in 4 months - approx. cost £20K £250K Cost avoidance
- 14. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Digital and paperless process for issuing, checking and administering permits Recycling Centre e-permits Online form
- 15. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Enforcement mobile app Easy to use app for site staff, designed collaboratively with them Recycling Centre e-permits
- 16. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government BadgeAble Saves at least £50K per council per annum Multi-tenant application sharing the same core build; easy-to-create new branding for new partners Scoring matrix means that only customers who need an OT assessment will be able to book this online. Full back-office case management for each stage End-to-end integrations to reduce back office admin; payments and refunds, identity assurance and to DfT to print the badge. Northamptonshire Milton Keynes Cambridgeshire
- 17. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Notification of Care Concerns Raising concerns made easy To enable front-line care workers to easily report concerns that allow the Council to use the data to proactively manage and reduce safeguarding issues. Designed for users
- 18. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Mileage and Expenses Easy to use online service for claims with approvals Handles 85,000 claims per month Integrated to ERP and payroll Two-factor authentication, available to non-network employees
- 19. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government| Reduce, Reuse, Recycle - A Low-code Mantra for Modern Government Saving Through Re-use Here’s how we pay it forward using small components loosely joined
- 20. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government
- 21. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government
- 22. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government
- 23. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government
- 24. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government
- 25. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government
- 26. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government What’s Next? Bus passes Parking permits Appointments for children’s services
- 27. |Reduce, Reuse, Recycle – A Low-code Mantra for Modern Government Thank You! @ incdoran@northamptonshire.gov.uk /cheryl-doran
Editor's Notes
- LGSS One of the largest public sector shared services in the country. Established in 2010 when CCC and NCC decided to share an ERP system, they then moved their back office services into the shared service and it has grown from there. The shared service is managed by a joint committee of three partner councils; Cambridgeshire and Northamptonshire Counties plus Milton Keynes. The shared services also provides services to other bodies in a more traditional customer relationship to local government customers and health and housing customers.
- Our challenge as a shared service trying to support all these customers has been to try and pull all of the strands together to come up with a service that’s close enough to each organisation to deliver to their needs and keep momentum moving forwards, whilst recognising that they are all different, with different siloed, legacy technology and varying degrees of technical debt created from trying to adapt to the internet era using the wrong tools. Our partners have their own priorities and need to move at their own pace, any development work we were doing needed to like it was made to measure for that council, whilst maximising the work done for the other partners. We also wanted to mobilise a digital team so that they could try the fancy agile stuff without having to lay down too much up front investment. That thought process really shifted us on to looking at some collaborative “pay as you go” procurement models.
- We needed to come up with a way in dealing with all the challenges and going back to my earlier comments about how hard we (collectively) make technology implementation and all the technical debt we were creating with these huge siloed legacy systems – LGSS decided to create the LGSS Digital Service which I am very privileged to be leading. Reflecting on my experience much of the previous failure was down to approach and team context as much as the particular technology – we decided to aim high with our ultimate goal and to make sure that we put the right conditions in place to make that a success.
- Splitting our approach into what I call our three planets. These planets need to be in alignment in order to make the awesome digital services as per our ultimate goal. If one of the planets is not in quite the right tie and space – chances are the project will hit issues, and potentially not deliver any value at all. Design: understanding user needs and collaboiratively designing a solution that meets them Delivery: using agile techniques to involve the right people at the right time and deliver value iteratively Platform: having a building block approach to tools and seeing our technologies as capabilities that we can join together
- Building the right thing and everyone in the team understanding what that is, is way more difficult to achieve than it sounds. Having different agendas and production line engagement leads to the wrong thing being built time and time again. Putting the user at the centre and teaming everyone up to focus on their needs, really helps nail this down, then involving the right people at the problem solving stage to see how the technology options meet the needs of users. Using prototypes to test those options is also hugely helpful in making sure we’re building the right thing. The amount of design work done, needs to reflect the size of the project though, so we work hard to make sure we’re doing just enough design to get going. We have a team playbook that we use to help with the design phase
- When your product is ready to move into delivery - Team is the ethos Agile does not mean lack of control, we have a strong methodology and a playbook to support our people when they are working on projects. Time, cost and scope are managed carefully through solution release planning. We have scrum masters to facilitate/coach the team through the delivery cycle. Our product owners generally come from the business and are new to the work so we make sure an LGSS Digital team member involved in the design hand holds them through the process. Some of our business owners have been absolutely awesome in this role, and when we get it right, it’s really great! When it’s not quite right, let’s just say we have ample opportunity to learn. We have to work like a start up as we have a team shared across many partners so we plan and pool our team’s time using forecasting tools to schedule projects and measure how much effort each application is taking to build. This means we can measure our cost to build really well, which in turn helps when the business case is being put together.
- Our platform vision (there on your screens) is fundamentally about enabling customers who have a range of technologies with a variety of end dates to know it’s not rip and replace. Customers have been with us in ensuring they make good choices jn technology and making the most of the resources that they have. In short our approach uses four principles” Reusing tech Reducing legacy Data as an asset Increasing velocity Our platform is a collection of loosely joined blocks based on capabilities. However, given our scale and size, low code was always going to be an important part of our platform, simply because we don’t have the capacity to build or manage all from scratch ourselves. Choosing the right low code partner was one of our first big choices. We went with outsystems – after piloting real life application builds with different technologies. Outsystems helped us to work in the eay we wanted to work i.e. less time worrying about patching and server builds and more time investing in creating the services and iteratively improving them. Fundamental to this is the ability to use the dev ops way of working, allowing our own digital team to deploy and debug their applications and create and make changes to APIs. Many of the low code technologies rely on the supplier to do these tasks, which in turn reduces velocity in development.
- No technology adds value without the right team in place to set it up. We’ve worked hard on our design, delivery and technical skills to make sure we have the complete package and can deliver and support those awesome digital services we working together on to build. We work closely with our partner organisations to ensure we have the right product ownership in place and empowerment of the team to deliver at speed.
- First up, we have Halo - The name was picked by the customer services team is linked to their new Headquarters at 1 Angel Square. Halo is the equivalent of a CRM Lite application, it’s an interaction logger, plus some basic case management for queries that can’t be processed directly into an online form. We developed this with Northamptonshire County Council. This work in my opinion is breaking the mould in traditional contact centre offerings. The team is incredibly focused on delivering first class online services and had a very clear understanding of the data they needed from their CRM for the organization, and were keen not to replicate their data in that system. We built a Minimum Viable product in just four months, costing the council approximately £20K, and avoiding them a minimum of £250K in costs. Their previous CRM which went out of support had lots of bespoke integrations had cost half a million, so that’s a bit of a cautious estimate.
- The recycling centre e-permits project is primarily about finding an easy way to get income. There were policies to charge for trade waste bat recycling centres that couldn’t be implemented effectively as there was not simple way for non traders to apply for permits to show that they were entitled to tip waste. This meant that staff at recycling centres were not asking people to pay for tipping trade waste as they could not be sure they were a entitled to do so. The form we created asks the user to submit details about them and their vehicle and has logic built in which counts the number of visits per period in line with the policy. Next slide
- Then, once a user has submitted a form and the logic has approved it, the team at the recycling centre have an app that they use to scan the number plates of vehicles. This means they can challenge vehicles turning up without a permit – and ask them to either get one sorted, or pay the required trade waste fee if they are not eligible for a permit.
- This is BadgeAble. This is an end to end digital blue badge service. It’s a multi-tenant application for our three partners and which means they share the same code and means its easy for us to create and look after a separate differently branded instance with it’s own data base for other partners/customers. The power of the Outsystems platform is key to enabling that. These are high volume services, so scalability and reliability are must haves from the solution. Badgeable has built in logic to determine eligibility which is configurable by each Council based on how they want to handle mobility assessments, then behind it is full back office case management with communications/alerts and the works. Its end to end – which means we have integrations to reduce back office admin to payments and refunds, an identity assurance service, postbode look up, and the DfT to print the badges. The reductions in back office admin have saved at least £50K per partner per annum and increased customer satisfaction in that there is now a really easy online for m to use and badges are arriving much faster. Northamptonshire’s online take up for this service is a staggering 93%.
- This application is to make the raising of concerns about service users from front line care workers easy. There’s a mobile application for the team and the social work team use the data to proactively manage and reduce safeguarding issues.
- We built our mileage and expenses application I just six weeks. It’s another high volume application and handles about 85,000 mileage and expense claims per month. It’s an intuitive, easy to use design which uses maps, to automatically calculate distances, saving users a lot of time in manually recording journeys. It’s integrated to ERP and payroll and has built in approvals which means we can confirm who the employee is and make sure their claim goes to their line manager for approval before going through to payroll. Our users particularly like the mileage calculator and the ability to save their frequent journeys which makes it easy for them to submit their online claims. It also has two factor authentication which means we can offer this to off network users (such as front line careworkers and recycling centre workers) to submit their mileage and expense claims without needing to resort to paper forms.
- The reusability of the developed components in Outsystems has meant we are just getting faster and better at delivering new digital services.
- Here’s a view of the components (or capabilities) we had to build to get the Blue Badge system moving. I’m not expecting you to read all of these but if I just pick out the head lines you can see there are some boxes greyed out meaning that function was not needed for this application but could be needed by others.
- Nex tup we have the waste e-permits system - you can see the components used are different, reusing previous developed components and adding new ones in
- And again for mileage and expenses
- And again for the off network access
- And again for Halo CRM
- And all of the high level component parts together . The point being that we get faster and better with each application we build. Learning and improving, whilst having less to build. What’s not to like?
- We are working on applications in these areas and for these customers right now, As I mentioned the reusability of the developed components in Outsystems has meant we are just getting quicker and quicker at delivering new applications because each time we have less to build. We’ll be continuing to improve on how we work, like any agile team should so that we are always Building the right thing, in the right way, with the right tools.