Herefordshire Connects In 2005 Herefordshire Council was facing - PDF document

Introduction Herefordshire Connects In 2005 Herefordshire Council was facing both a challenge and an opportunity: - � Levels of funding into the Council would be Programme Update for Members decreasing over the next few years, whilst costs of care for our ageing population were rising 29 March 2007 rapidly Akif Kazi � Streamlined working practices underpinned by new technology could enable revised operating Programme Manager models which would lower costs whilst improving service 1 2 Preliminary Work SIP Workshops � Core team nominated by their directorates � Three Service Improvement Plan (SIP) workshops held with each � Core team identified over 900 computer directorate ‘systems’ in use in directorates � Change Champions nominated by directorates to help with communications � Service Improvements Plans, complete with indicative benefits, � Tendering process completed for Phase 1 of drawn up & signed off by project – contract awarded to Axon Group Directors plc Staff from Corporate Programmes & ICT � seconded to help 3 4 Creating the business Getting the Public View cases SIPs � A telephone poll of Herefordshire Citizens was carried out to gather opinions on the Scope Benefits Integrated provision of services Integrated Performance Costs Workstreams Support Customer Management Services � A video of random on street interviews with Services Herefordshire Citizens and Herefordshire Council employees was produced, giving their views and this was shared at workshops Comparison with other Authorities Directorates 5 6 Site Visits

Getting Agreement The BIG Lesson learnt The completed business cases were approved � The Transformation Programme would have � by the Project Board, Corporate Management technology as an enabler in order to change the Board and Cabinet organisation. Phase 1 was complete However, � An external audit of the programme was carried the cultural change would only truly be � out at this point by the Audit Commission and achieved through effective Change the response to the Audit report is being taken Management to Cabinet in April 7 8 Scope of Herefordshire Procurement route Connects � Electronic Document & � Flexible/ Remote/ Mobile/ Records Management Smarter working Solution (including � Finance and Budgeting Workflow) (EDRMS) OJEU OGC � Electronic Social Care � Procurement CATALIST Record (ESCR) � Property & Asset � One Customer, One Management Record � Performance � HR/Payroll/Self Service � OJEU - the Official Journal of the European Union Management � Training/e-Learning � OGC – Office of Government Commerce � Change management and cultural transformation � Benefits management and realisation 9 10 Round 1 Round 1:Invitation to Quote Six areas examined � Supplier Progressed? Ability to Deliver 1. Accenture N Strategic Partnership 2. BT N Implementation Experience 3. CAP Gemini N Benefits Realisation – taking savings out for re- 4. Deloitte Y investment Fujitsu N Change Management 5. Hedra Y Scalability & Flexibility 6. LogicaCMG Y Serco Y Xansa N Presented to Programme Board on 16 November 2006 11 12

Round 2 – Invitation to Scorers Tender – Areas covered Name Directorate Name Directorate Name Directorate Alan Holmes Human Resources George Salmon C&YP Mike Willmont Environment � Change Management Alun Smith Resources Heather Foster Resources Niccy Meredith Herefordshire Connects Amanda Attfield Human Resources James Anthony A&C Paul Griffiths Herefordshire Connects � A one-day presentation from each Supplier Andrew Hasler A&C John Eades Environment Paul Nicholas Environment Andy Beavan C&CS John Pritchard C&CS Rachel Bayley C&CS � Technology demonstrations Anita Taylor A&C Jonathan Riches Herefordshire Connects Richard Ball Environment Ann Williams Human Resources Kevin Griffiths Herefordshire Connects Richard Gabb A&C � Functional Requirements Anthony Sawyer C&CS Lesley Hack C&CS Russell Cheasley Resources � Implementation Experience Clive Hall Environment Lin Beddis C&CS Sarah Thraves C&CS Dean Hogan Resources Linda Maden C&YP Shirley Mackay Herefordshire Connects � Commercial aspects of each proposal Deborah Williams C&YP Maggie Wells A&C Sian Lines Environment Derek Edwards Resources Martin Fowler C&YP Steve Martin C&CS Ellen Pawley C&CS Martin Heuter C&CS Steve Merrell C&YP Fiona Nicholls C&CS Martin Smith A&C Sue Dale A&C Gary Williams Resources Maxine Bassett C&CS Suzanne Wenczek Herefordshire Connects Geoff Hardy C&CS Mike Piercy C&CS 13 14 Proposed Supplier Timetable Partnerships � 15 th Jan ITT responses received � 22 nd Jan Change Management � 31 st Jan/1 st Feb Technical Demonstration � 2 nd Feb Deloitte Presentation � 5 th Feb LogicaCMG Presentation � 6 th Feb SERCO Presentation � 7 th /8 th Feb Technical Demonstration � 9 th /13 th Feb Functional Requirements � 14 th Feb Implementation Experience 15 16 Some Programme Change Management Logistics � Over 150 colleagues contributed and reviewed ITT (prior Change Management Implementation Supplier Functional Requirements Commercials Experience Presentations to issue) � In excess of 50 scorers � Process invigilated at all stages 12 Questions Document Performance Benefits Realisation Management Management � 2,500 pages received back from the suppliers in their responses to the ITT Support Required Communication Differentiators � Over 100,000 scores and comments processed Methodology Key Success Measurement Examples re Overcoming Overcoming Why you? Additional/ Structure Problems Training HC Factors Overall Inertia skills � 12 scoring days and workshops from � Over 50 representatives from the 3 suppliers attended over the 3 days, ranging from a Chief Executive and Partners to front-line area Specialists and Consultants 17 18

What is Change Change management Management? � Making changes in a planned and systematic � 12 Questions and an overall score fashion Plus the ‘what people do alongside technology’ � Ensuring Outcomes are met as planned and we take our people with us aspects of: � Electronic Document and Records Management � “It is not the strongest of the species that survives, � Performance Management nor the most intelligent, but the one most responsive to change” � Benefits Realisation 19 20 Change Management Functional Requirements scored 9 th /13 th Feb Example Question Principal Questions asked of the Supplier with a break down of the attributes Guidance as to what Your Your we are seeking in a partner under each is being looked for Comments Score 0-10 Change Management Implementation Supplier Functional Requirements Commercials Experience Presentations 4. Which Communication Models Worked best? They had a communications strategy and methodology which was used effectively who is the target to progress implementation through involvement of staff at all levels in the audience, what did they organisations they have partnered receive how often They had a detailed understanding of a range of key complexities involved in understanding maintaining communications with Staff, Councillors, Partners, the Public and complexity 12 Questions Document Performance Businesses at all stages of a major business transformation programme Benefits Realisation Management Management They implemented a wide variety of methods of communication to appeal to all Staff, Councillors, Partners, the Public and Businesses and adapted these to fit different stages of the programme They practiced a strategy of rolling communications and measured the effectiveness how did they measure of different methods of communications with different audiences and at different Support Required stages of the programme Communication Differentiators They identified gaps and appointed specialists to assist with communications as Measurement Methodology Key Success Examples re Overcoming Overcoming required Additional/ Why you? Structure Problems Training from HC Factors Overall They included their Partner's staff in customising communications and assisted with Inertia skills the development of staff and the transfer of skills in this area They worked with the customer organisation's external partners in implementing eg PCT and Voluntary their communications strategy Sector Organisations They worked with the organisation's internal experts. Additional Elements 21 22 Total 0 Functional Extract from Functional Requirements requirements scoring � Technical Document Score 0 - 10 Score Score Score � Almost 1000 requirements Requirement � High Level with Standards Doc ref Notes Scorer Deloitte LogicaCMG Serco Customer Access � Specific Answers – Can do / Cannot do 2.1 Channels All 2.1.1 Face to face Telephone 2.1.2 � A- Meets requirement fully as standard or with Website 2.1.3 standard configuration Email 2.1.4 � B - Meets requirement with customisation or use of 2.1.5 Written mail additional product 2.1.6 Fax � C - Does not meet requirement Mobile devices 2.1.7 23 24