Local Government-as-a-Platform

1. Local Government- as-a-Platform In partnership with A&W

2. Local Government-as-a-Platform Like many other Local Authorities, Adur & Worthing (A&W) Councils, were struggling with disjointed user journeys due to department silos, vertically focused business processes and inﬂexible, outdated systems. This has left them with a complex, fragmented and expensive architecture that cannot respond to evolving user and business needs. We have been working with A&W to design and deliver a platform-based approach to building new end-to-end digital services in the context of their complex legacy environment. Like many other Local Authorities, Adur & Worthing (A&W) Councils were struggling with disjointed user journeys caused by department silos, vertically focused business processes and inﬂexible, out-dated systems. This has left them with a complex, fragmented and expensive architecture was unable to respond to evolving user or business needs. Methods Digital have been working with A&W to design and deliver a platform-based approach to building new end-to-end digital services in the context of their complex legacy environment.

3. Local Governmennt IT There are a number of issues with the legacy technology Data Silos High Cost Excessive External Support Resource Intensive & Specialist Knowledge Long Contracts Onsite Infrastructure Inﬂexible Processes Outdated TechDiﬃcult to Integrate Limited Access Complex Upgrades & Change Management

4. Legacy Architecture Landscape

5. Any Device, Any Time, Any Where Simpliﬁed Upgrades & Change Management Interoperable (E.g. Open APIs) Latest Tech Cloud Infrastructure Conﬁgurable Processes Shared Data Lower Costs Ecosystems Built on Open Standards Secure Flexible ‘as-a-service’ Contracts Digital Technology Opportunities

6. Platform Architecture Landscape

7. There are 3 core building blocks for managing transactions across a Local Authority. Getting these right is integral to the platform approach. Core Components Platform Approach People Businesses Places I.e. Citizens, Internal Staﬀ, External Staﬀ etc. I.e. Commercial, 3rd Sector, Public Bodies etc. I.e. Address, GIS Coordinate or GIS Polygon iii There are three core building blocks for managing transactions across a local authority. Getting these right is integral to the platform

8. Cases I.e. Complaint, Green Bin Request, Information Enquiry etc. Platform Approach The complex array of interactions between various types of People, Businesses and Places need to be managed centrally on the platform. This is achieved by using Cases to record interactions between each component. E.g. A Green Bin Request Case is raised by John Smith for his house, 10 Highstreet Rd. This is delivered by Tony Marsh who works for Green Bin Ltd. i e Managing Interactions a

9. Using Cases to manage interactions between People, Businesses and Places means that everyone with access to a platform can interact and collaborate on delivering services for citizens and businesses. Managing interactions Platform Approach Managing Interactions

10. Web Social Email Text Phone Letters Interaction Channels Platform Approach Interactions with People and Businesses can be conducted across a variety of channels throughout the lifecycle of a Case. It is important that a platform fully supports the required capabilities to centrally manage interactions across these channels ManualAutomated .

11. Request Information Report Issues Book Services Submit Applications Pay for Services Transactions with People and Businesses can be roughly categorised into these Case types. It is important that a platform fully supports the required capabilities to centrally manage these types of transactions. Platform Approach Types of Transactions

12. Core Citizen Platform Capabilities Types of Transactions To support these centralised interactions and various transaction types, Local Government will need the flowing core capabilities. Online Booking Information Publishing Automated Notifications Case Management Service Catalogue Reports & Dashboards Application Forms Citizen Portal Document Creation SLA Management Payments Audit History Customer Selfsevice Open Data Publishing Workflow Management Inspection Assessment Performance Management Intergration To support these centralised interactions and various transactions types, Local Government will need the following core capabilities.

13. Platform Technology Picking the right tools Councils need to pick a tool that can manage these interactions, centralise communication channels and support service transactions by using core capabilities. Core Capabilities Manage Transactions Manage Channels Manage Interactions Councils need to pick a tool that can manage these interactions, centralise communication channels and support service transactions by using core capabilities. Picking The Right Tools

14. Platform Technology Salesforce & MatsSoft Councils need to pick a tool that can manage these interactions, centralise communication channels and support service transactions by using core capabilities.

15. Digital Technology Salesforce Beneﬁts Centralised Shared Data Model Best of Breed Contact Centre Functionality Built on Open StandardsMature Ecosystem Software-as-a-Service Contracts Cloud Infrastructure Latest TechInteroperable (E.g. Open APIs) User Interface Designed for Telephone Interactions Managed Quarterly Upgrades

16. Shared Data Affordable Platform Tool Rapid Development Timescales Affordable Internal Skill Set (I.e. Low developer skills needed) Software-as-a-Service Contracts Secure Cloud Infrastructure Interoperable (E.g. Open APIs) Mobile Responsive Design (I.e. Any Device, Any Time, Any Where) Simplified Upgrades & Change Management Latest Tech Configurable Processes Digital Technology MatsSoft Benefits

17. methodsdigital.co.uk info@methods.co.uk 020 7240 1121 16 St. Martin’s Le Grand London EC1A 4EN Local Government-as-a-Platform by James Herbert, Sean Tubbs (Methods Digital) and Paul Brewer (Adur & Worthing Council) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. Local Government-as-a-Platform by James Herbert, Sean Tubbs (Methods digital) and Paul Brewer (Adur & Worthing Councils) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.