How mobile working can help you deliver local authority - PowerPoint PPT Presentation

How mobile working can help you deliver local authority transformation 10th February 2016 Birmingham Abavus Ltd. & iTouch Vision www.abavus.co.uk

Agenda • Registration & coffee • Introduction & welcome - 1000 – The contemporary context for UK Local Authority operations • The lifecycle of a ‘Service Requests’ - 1015 – How does technology enable the process • Refreshment break - 1100 • A Customer Journey - 1120 – Stafford Borough Council • Advanced mobile working capabilities -1150 – The breadth of options and potential candidates for technology enablement • Summary conclusions & close • Lunch & networking - 1300

Contemporary Challenges to Public Service Delivery …still… • Shrinking budgets (cashable savings) • Reducing resources (people & assets) • Shifting customer expectations • Immediate responses • Expectations of quality & choice • New unmediated & unstructured channels • Self service channels • Diverse range of social media platforms 3

How has UK Local Government responded? The Traditional Model Environmental Customer Social Care Revenue & Planning Services Services Benefits Administration Administration Administration Administration Administration Line Of Business Line Of Business Line Of Business Line Of Business Line Of Business Systems Systems Systems Systems Systems Fragmented Data, Duplicate Administration, Fragmented System Architecture, Diverged Procedures, High Cost of Ownership Deep Process Expertise, Specialised Process, Service Specific System Architecture

How has UK Local Govt responded? The Emerging Model Enterprise Administrative Support Resource (Customer Services) Service Specific Service Specific Service Specific Service Specific Specialists Specialists Specialists Specialists Consolidated System Consolidated System Consolidated System & Data Architecture & Data Architecture & Data Architecture Radical Departure From ‘Salami Slicing’ Cost Reductions Unified Support Processes, Access to Specialist Skills as Required, 5 Unified Data, Lower Cost of Ownership

Where does My Council Services fit? The Emerging Model CHANNEL OF CHOICE Closed Customer Loop Self Service Feedback CRM Contact Enterprise Administrative Support Resource (Customer Services) Centre Case Service Specific Service Specific Service Specific Management Specialists Specialists Specialists & Automation Integration, Cloud Delivery Consolidated System & Data Architecture Consolidated System & Data Architecture & MDM Mobile Worker 6

A Selection of My Council Services Clients… • Allerdale Borough Council (Full MCS Suite) Access, integration into in house Microsoft SQL based CRM, Leisure App) • Belfast City Council (Customer Digital Access , integration to in house developed CRM) • Plymouth City Council (Customer Digital Access) • Blackburn with Darwen Council (Customer Digital • Royal Borough of Kensington & Chelsea Access) (Customer Digital Access, Mobile Worker, Case Management) • Bournemouth Borough Council (Customer Digital Access integration to Lagan CRM) • St Helen's Metropolitan Borough Council (integration into Lotus Notes based CRM) • Boston Borough Council (Customer Digital Access) • Southend Borough Council (Lagan CRM) • Cannock Chase District Council ( Customer Digital Access) • Stafford Borough Council (Mobile Worker, Customer Digital Access, integration to Lagan) • Doncaster Metropolitan Borough Council (Customer Digital Access , integration to Lagan • Test Valley Borough Council (Mobile Worker) CRM) • Thanet district Council (Customer Digital Access) • East Dunbartonshire Council (Customer Digital • Torfaen County Borough Council (Customer Access , integration to Lagan CRM) Digital Access, CRM, Mobile Worker) • Flintshire County Council (Customer Digital • Vale of Glamorgan Council (Customer Digital Access, integration to Java based CRM) Access) • Glasgow City Council (Customer Digital Access, • Wiltshire Council (Customer Digital Access, CRM, integration to Remedy CRM) Case Managment, Mobile Worker) integration into • Maidstone Borough Council (Mobile Worker) Mayrise & Exor line of business applications) • New forest District Council (Customer Digital • Winchester City Council (Customer Digital Access)

Summary & close… • Contact us at: • www.abavus.co.uk • 0208 530 2505 • @AbavusLtd • info@abavus.co.uk