5. Digital and Design
Digital is a way of rethinking the
operating model of an organisation to
meet the current and future needs of its
customers in the digital age.
6. Digital and Design
Or, if Uber (or some similarly ghastly
bunch) were to run a service, how would
they do it, and what could we learn from
them (without becoming ghastly
ourselves)?
7. Digital and Design
Our approach
1. A digital operating model that reduces bureaucracy
in favour of the front line
2. Tackling back office systems as well as web front
end, to enable the new operating model
3. Engaging service design to rethink processes
4. Investing in capabilities, not systems
5. Consuming as well as creating
8. Digital and Design
The digital operating model
Digital operating models reduce bureaucracy by
directly linking those with needs with those with
solutions via the network.
Music, news etc. Now Uber, Airbnb.
Also public service - Buurtzorg.
Truth is, we can make savings and keep front line.
9. Digital and Design
Back office IT
To deliver the operating model, we need more than a
web agency style approach.
End to end system redesign to ensure IT is as lean as
possible to free up resource and make savings.
Delivering seamless user experiences on one platform
- no double keying or middleware.
Some of the existing stack remains to deliver specialist
capabilities (accounting, payroll, revs and bens calcs)
10. Digital and Design
Service design
Along with IT efficiencies, services are redesigned
from the bottom up to make best use of the
technology and to drive out pointless effort.
Service design techniques are used that
encourage a user focused, co-designed approach
that meets actual need.
11. Digital and Design
Capabilities
Rather than investing in any single, siloed
solution, we invest in generic capabilities that can
be re-used as building block to develop solutions.
Capabilities are anything that is needed to deliver
a product or service - the entire value chain.
IT is a convenient place to start, but not the end.
12. Digital and Design
Consume and create
The platform is a space where capabilities can be
shared by the Council and any other organisation.
Therefore where appropriate the Council
consumes other people’s capabilities as well as
delivering our own.
13. Digital and Design
A fairly terrible example which
nonetheless hopefully explains the sort
of thing we mean.
20. Digital and Design
Key features
1. Low/no code
2. Buy or build configure
3. Plug in and out
4. Strong data architecture
5. Build services, not applications
6. Scales up - but more importantly, out
27. Digital and Design
Benefits realisation
- inefficiency is hard-wired
- FTE savings must be delivered by the business
- wire in into service planning cycle
- simplify applications estate
- protect or repurpose to front line
28. Digital and Design
What we’re learning
This is really, really, really hard. Really hard.
Need for speed
How do we work with others? How does platform
differ from shared service/partnerships/selling?
What are the conditions needed for successful
digital transformation?