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The Challenges
Facing Local
CIOs
04/03/2016
Local Digital Futures
Who am I?
27 years in local gov ICT, 18 in Newham, 6 in Newham and
Havering, 2 in oneSource, working with Bexley, Brentwoo...
What I Will Cover
The CIO Challenges
The Opportunities
Summary & Q&A
Context Setting
Context
Havering is facing a 97% RSG funding cut, Newham will have over £70m less PA.
Aging population, benefit caps etc d...
Challenges
Exploit cloud, join up data & systems, but cyber security….
Digital Service Redesign & Channel Shift.
Supportin...
Challenges –Budget!
Keep the lights on! Environment
is getting more complex…
Opportunities
Digital & technological advances provide opportunities to do more /
better with less. Or maybe… less with mu...
Workforce Diversity, need
more women & digital natives
Innovation & Service Improvement
CIO = Chief Innovation Officer?
Shared Services &
Commercialism
Spin-outs – 2. Pest Control
Shared services – oneSource joint committee of Newham & Haveri...
Understand & Tackle Digital Inclusion
Exploit New & Emerging Tech Innovation
oneSource ICT
Roadmap & Challenges
ICT Savings – 40% cost reduction since shared services introduced. £1M
last year, £0.75...
ICT Infrastructure Programme Critical Network (PCN)
Milestone
Key:
Complete
Slipped
Assurance Gate
At risk
Go LiveDependen...
ICT Business Projects - Programme Critical Network (PCN)
Business
Systems
(new &
replacement
applications)
September 2015M...
ICT Business Projects - Programme Critical Network (PCN)
September 2015March
2015
April 2015 May 2015 June 2015 July 2015
...
20,944
23,296
21,083
17,489
17,806
14,368
12,370
9,309
13,107
12,796
13,938
11,198
11,925
7,846
9,524
7,403
10,063
8,869
7...
Slide 20
My Newham – Properties with at least 1 My Newham Registration
7,955
9,007
11,028
13,368
16,994
19,912
25,233
28,3...
Overall CRM Channel Trend
Online only, Parking and
Registrar projects made
Online the preferred method of
customer contact...
Summary & Conclusion
Never been more challenging or exciting or rewarding.
Need to move up the digital and innovation valu...
Slide
Questions, comments?
Geoff.connell@newham.gov.uk
Geoff.connell@havering.gov.uk
Geoff.connell@onesource.co.uk
Thanks ...
The Challenges Facing Local CIOs | Geoff Connell | March 2016
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The Challenges Facing Local CIOs | Geoff Connell | March 2016

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Presentation on 'The Challenges facing local CIOs' by Geoff Connell from the Local Digital Futures - Working as One: Platforms & Sharing event held on 4 March 2016 in London.

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The Challenges Facing Local CIOs | Geoff Connell | March 2016

  1. 1. The Challenges Facing Local CIOs 04/03/2016 Local Digital Futures
  2. 2. Who am I? 27 years in local gov ICT, 18 in Newham, 6 in Newham and Havering, 2 in oneSource, working with Bexley, Brentwood, Norfolk. Chair of various regional & National groups including London CIO Council & Socitm, LCIOC member. Digital Leader top 50, CIO 100, Socitm Member of the Year 2015 Geoff Connell – Director of ICT – oneSource for LBN & LBH (youngest/oldest, red/blue-ish, inner outer, both need savings!) President of Socitm in 2016/17. Focussing on the changing role of the local government ICT leader and workforce diversity.
  3. 3. What I Will Cover The CIO Challenges The Opportunities Summary & Q&A Context Setting
  4. 4. Context Havering is facing a 97% RSG funding cut, Newham will have over £70m less PA. Aging population, benefit caps etc driving growth in demand. Health & Social Care Integration & Devolution are driving new challenges & opportunities We have already made big cuts / savings. £100m+ in Newham, 40-50% ICT cuts. We can’t afford to keep doing what we have done in the past so we have 2 choices. Either do less / lower the quality to fit the new budget or Innovate and change what we do or how we do it. (Realistically both but the latter is better!)
  5. 5. Challenges Exploit cloud, join up data & systems, but cyber security…. Digital Service Redesign & Channel Shift. Supporting Property Rationalisation & service process efficiency through mobile, flexible & remote working. Skills shortages & high costs for digital and data expertise. We also need better collaborative and commercial skills. BAU – Keep the lights on (in-house, strategic sourcing, hybrid cloud) – despite funding cuts.
  6. 6. Challenges –Budget!
  7. 7. Keep the lights on! Environment is getting more complex…
  8. 8. Opportunities Digital & technological advances provide opportunities to do more / better with less. Or maybe… less with much less? Tech & cloud. Data & BI can inform process redesign and change how we target our increasingly scarce resources. Mobile, flexible & remote working enable savings through process efficiency and property rationalisation. Diversity (inc. age, gender, race) in our workforce can provide new ways of looking at old problems. Apprentices lower costs too! Work together, lots of examples from shared services to GDS to local digital initiatives like this. And don’t forget market shaping.
  9. 9. Workforce Diversity, need more women & digital natives
  10. 10. Innovation & Service Improvement CIO = Chief Innovation Officer?
  11. 11. Shared Services & Commercialism Spin-outs – 2. Pest Control Shared services – oneSource joint committee of Newham & Havering Shared services – Tri-borough, evolving, Camden & Islington +? JC. Shared Services – Kingston & Sutton -TUPE to lead authority Pan London work – Shared Platforms - 1Oracle joint support now live Twin track devolution – what partners, what scope? Health & Social Care.. Spin-outs – 1. Language Shop – 51% employee owned mutual Shared services – Wandsworth & Richmond - Whole Council Merger
  12. 12. Understand & Tackle Digital Inclusion
  13. 13. Exploit New & Emerging Tech Innovation
  14. 14. oneSource ICT Roadmap & Challenges ICT Savings – 40% cost reduction since shared services introduced. £1M last year, £0.75M this year & 2016/17 & 2017/18 (or income) Supporting councils transformation plans to achieve overall savings targets while protecting service quality. Priorities: Digital Principles to delivery, 2020, online self-service, use of BI, spinouts / commercialisation, cloud, apps consolidation, ERP, mobile, etc. Programme plan on following slides, but current priority is….. Wider shared services, including Integration of Health & Social Care.
  15. 15. ICT Infrastructure Programme Critical Network (PCN) Milestone Key: Complete Slipped Assurance Gate At risk Go LiveDependency On Hold Both Havering Newham December 2015 At risk On track On track On Hold Slipped At risk On Hold Slipped On track RAP & 2FA Replacement/Solution Delayed Early Direct Access Pilot Group testing Provance Asset Management System TBC Test data to be migrated to Live AppV5 oneSource Telephony Convergence Chip & Pin Analysis OfficeLink - Migration to EE analysis SharePoint Migration, refinements & roll out (Phase 2 – all other areas) Avaya Upgrade Test multi platform RAP Replacement Supplier to be agreed Lync (Voice) for RAP Users Preparation & Installation Testing Office 2016 Servers & Build Testing within ICT Lync video Conferencing Test devices ordered Review of InTune ( Mobile Iron replacement) Legal – Digital working User Experience Virtualization(UE-V) Contact Centre Procurement & Legal Roll out IE11 Final Roll out Location & Licences PilotTB C TB C Switchboard Upgrade 31/4 – 1st batch of Surface HUBs in the UK Replacement of WiFi (LBH) Self Serve Future Data Centre Information gathering Migration/removal of applications from THDC PSeries Procurement Decommission PSeries Review data & write specification Server 2003 Remediation Work Replacement WiFi (LBN) plan & preparation January 2016 February 2016 March 2016 July – September 2016 October – December 2016 January – March 2017April – June 2016 Core Data Centre Build Identity Management Remedial Actions Exchange Cloud migration preparation Migration Server Cloud Backups (ASR) Data Centre Network Refresh Surface Hub Rollout Skype for Business TBC Market Testing Agree Specification Procurement Application Presentation – evaluating options with Microsoft Early adopter Office 2016 Rollout Corporate Office 2016 Rollout Win 10 Mobile device trial Review Device strategy Access to systems (phase 1) Access to systems (phase 2) Evaluation (Top 10 Applications) Identity Management (Review & Design) Evaluation of Network security products Joint Contact Centre (Service Area scoping) Evaluate Office 365 Services Base Windows 10 build mobile devices Testing within ICT Migration Review of B.Y.O.D IPVPN Refresh (remote sites) Network Infrastructure Refresh (hardware & switches for Town Hall & Mercury House) Licence Review SQL server estate Licence Review – Windows Servers SharePoint migration (Phase 1 – ICT ) Workshops & Planning Lync & OCS FederationExchange Federation Network Connectivity SED Development Work (HR portal & One Oracle) Exchange Environment Monitoring & Remedial Actions Continual review of existing Data Centre environment, infrastructure capacity & functionality
  16. 16. ICT Business Projects - Programme Critical Network (PCN) Business Systems (new & replacement applications) September 2015March 2015 April 2015 May 2015 June 2015 July 2015 Electronic issue of Fixed Penalty Notice – Phased rollout Azeus Care( Care First replacement) - Business Process Reviews August 2015 Supporting Social Care – The Care Act Supporting Services (Ugrades of existing applications) On-line self service enhancements – Customer Portal 6/3 - Housing Replacement Tender evaluation Contract Award CompleteAssurance Gate Go LiveDependency At risk On Hold Slipped On trackSlipped On Hold Slipped Both At risk On Hold Newham At risk On track On track Milestone Key: Havering Implementation of new Housing System (replacement of OHMS) July 2016 Lync telephony for Housing Services site at Macon Way 1/11 - Go live RSS Replacement Go Live 11/8 Determine Specialist scanners (Housing) Beeline Application Upgrade Interface Specifications Oracle (R12) read only application available Achieve forms for LPA to Firmstep Cloud Bravo – create storage system for archived NECTR data Bring Local Safeguarding Children’s Board (LSCB) website back in-house InteliSMS for Housing Telecare services – develop & install Troubled Families 30/6 Delayed Early Evaluate products for Room Bookings 30/9 Evaluate IT solution for Mobile Support Wardens 4/6 – Devices ordered Build & Rollout Achieve Forms - Grants for Early Years Children Pest Control - Online booking scope to be determined UAT 16/7 YOIS System Replacement – initial meeting October 2015 November 2015 December 2015 Test Devices 29/7 Board Meeting – timescales to be set Supplier to Commence work Jan 2016 Determine web pages & content 11/8 Sharepoint Collaboration site created 10/9 Go live Scanners ordered & switches installed 30/9 Go live 31/12 Property Licensing System Implementation Pest Control Soft Market Testing TBC Evaluate IT solution for Mobile Support Wardens
  17. 17. ICT Business Projects - Programme Critical Network (PCN) September 2015March 2015 April 2015 May 2015 June 2015 July 2015 Supporting Transformation 46 Clova Road – (Transition of Family Contact Centre to SME) August 2015 CompleteAssurance Gate Go LiveDependency At risk On Hold Slipped On trackSlipped On Hold Slipped Both At risk On Hold Newham At risk On track On track Milestone Key: Havering Web Chat Online Support – Install & Configure Contact Centre Telephony Evaluation Harold Hill Library - IT Installed New Intranet Infrastructure Business Permits Solution – requirements agreed Registrars Database – Demo, analysis & agree changes Newham New Intranet System Remedial work Build changes & Test UAT Training Go Live w/c 16/8 Registrars Online Demo, analysis & agree changes Build and Test Highways Mayrise Interface – Build changes UAT Training Go Live 30/9 Recycling Bins Online Agree Specification Bulid & Test Go Live 30/9 UAT (including IE11 compatibility) Go Live TBC ELIF Database Agree configuration Schools Admissions Waiting LIsts – Build changes & Test UAT Go Live w/c 21/9 Apply Solution, Configure & System Test UAT Training Go Live 30/9 Schools Admissions Online – Development of ChildView HUB (CACI) & UAT UAT Development of online achieve form Go Live 12/8 Building Control online payments Seemydata (repairs) for Liberty Housing Procurement Merge & Relocation Legal Services - Merge & Relocation Delayed Early System Test Moneyworks Project TrainingUAT Revs & Bens Capita Connect – Build & Test October 2015 November 2015 December 2015 Housing CCTV/Security Project completion Dec 2015 Business Permits Solution Replacement System Go Live w/c 30/11UAT 31/12 UAT Go Live w/c 4/10 Scope relocation of Empty homes, Lettings & housing needs to Breyer Offices Parkmap - Investigation and opinions appraisal VM install and Network & circuit test Hardware ordered & received Relocation cancelled Fraud Team – Data Sharing TBC TBC
  18. 18. 20,944 23,296 21,083 17,489 17,806 14,368 12,370 9,309 13,107 12,796 13,938 11,198 11,925 7,846 9,524 7,403 10,063 8,869 7,963 4,787 8,612 6,201 6,316 5,165 6,538 5,659 6,108 4,888 5,035 4,894 4,139 3,108 3,459 2,528 3,538 2,747 2,733 2,627 2,743 2,390 3,371 3,653 3,038 2,609 3,066 2,762 2,874 2,637 2,273 2,568 2,364 1,938 2,440 7,220 8,780 7,741 6,812 7,368 7,747 7,458 4,778 6,324 6,143 7,001 6,411 6,293 4,998 5,107 4,899 4,545 4,493 4,580 2,869 4,287 4,264 4,372 4,895 7,920 7,360 8,943 6,664 7,002 6,383 5,322 4,136 5,914 5,765 6,770 6,726 6,861 7,958 7,981 6,320 7,020 5,698 4,430 3,943 4,303 3,588 4,408 4,031 3,821 4,946 5,113 4,001 4,551 25 44 1,082 1,244 1,308 1,267 1,244 1,185 2,025 1,340 2,570 2,823 4,746 4,794 6,192 5,926 7,593 10,955 15,012 17,205 27,783 5,972 6,612 7,322 7,443 7,941 9,107 8,475 8,837 8,241 8,063 8,201 11,664 9,056 11,169 12,506 12,310 12,592 13,263 13,098 15,006 12,942 11,910 10,918 13,070 11,542 14,700 15,326 14,138 13,878 14,777 16,939 16,535 0% 10% 20% 30% 40% 50% 60% 70% 80% - 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 45,000 50,000 Face To Face Telephone Inform My Newham Email (old eforms) Love Newham Letter Fax SMS Social Media My Newham % Face To Face % Telephone % Self Service % Slide 19 Overall Channel Shift Trend - Volume Successful reduction in CRM face-to-face contact from 67% to <10% through channel-shift Many services made on- line only from Jan 2015 Over £12M per annum Savings Banked from Phases 1 & 2 alone, now 80%+
  19. 19. Slide 20 My Newham – Properties with at least 1 My Newham Registration 7,955 9,007 11,028 13,368 16,994 19,912 25,233 28,316 31,573 35,837 40,570 45,085 51,214 53,367 55,955 58,126 60,343 62,756 65,069 67,420 69,319 71,096 72,781 74,383 76,665 78,371 80,402 82,298 83,899 85,428 87,033 88,545 90,238 91,703 93,011 93,954 95,249 96,347 97,637 98,765 99,817 100,857 101,976 103,102 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% - 20,000 40,000 60,000 80,000 100,000 120,000 Jun11 Jul11 Aug11 Sep11 Oct11 Nov11 Dec11 Jan12 Feb12 Mar12 Apr12 May12 Jun12 Jul12 Aug12 Sep12 Oct12 Nov12 Dec12 Jan13 Feb13 Mar13 Apr13 May13 Jun13 Jul13 Aug13 Sep13 Oct13 Nov13 Dec13 Jan14 Feb14 Mar14 Apr14 May14 Jun14 Jul14 Aug14 Sep14 Oct14 Nov14 Dec14 Jan15 Feb15 Mar15 Apr15 May15 Jun15 Jul15 Aug15 Sep15 01- Jun- 11 01- Jul- 11 01- Aug- 11 01- Sep- 11 01- Oct- 11 01- Nov- 11 01- Dec- 11 01- Jan- 12 01- Feb- 12 01- Mar- 12 01- Apr- 12 01- May- 12 01- Jun- 12 01- Jul- 12 01- Aug- 12 01- Sep- 12 01- Oct- 12 01- Nov- 12 01- Dec- 12 01- Jan- 13 01- Feb- 13 01- Mar- 13 01- Apr- 13 01- May- 13 01- Jun- 13 01- Jul- 13 01- Aug- 13 01- Sep- 13 01- Oct- 13 01- Nov- 13 01- Dec- 13 01- Jan- 14 01- Feb- 14 01- Mar- 14 01- Apr- 14 01- May- 14 01- Jun- 14 01- Jul- 14 01- Aug- 14 01- Sep- 14 01- Oct- 14 01- Nov- 14 01- Dec- 14 01- Jan- 15 01- Feb- 15 01- Mar- 15 01- Apr- 15 01- May- 15 01- Jun- 15 01- Jul- 15 01- Aug- 15 01- Sep- 15 Non-Registered Properties 107, 107, 106, 105, 105, 103, 103, 102, 100, 99,8 97,8 95,5 91,9 89,3 84,1 81,0 77,7 73,3 68,6 64,1 58,0 56,9 54,2 54,4 52,2 49,9 47,7 45,3 43,4 41,9 40,2 38,7 37,1 35,5 33,5 31,6 30,1 28,9 28,0 26,5 25,1 23,7 22,4 21,5 20,5 19,5 18,6 17,6 16,8 15,8 14,9 13,9 Properties Registered on My Newham 8 103 1,29 2,47 3,60 4,75 5,65 6,48 7,95 9,00 11,0 13,3 16,9 19,9 25,2 28,3 31,5 35,8 40,5 45,0 51,2 53,3 55,9 58,1 60,3 62,7 65,0 67,4 69,3 71,0 72,7 74,3 76,6 78,3 80,4 82,2 83,8 85,4 87,0 88,5 90,2 91,7 93,0 93,9 95,2 96,3 97,6 98,7 99,8 100, 101, 103, % 0% 0% 1% 2% 3% 4% 5% 6% 7% 8% 10% 12% 16% 18% 23% 26% 29% 33% 37% 41% 47% 48% 51% 52% 54% 56% 58% 60% 61% 63% 64% 66% 67% 69% 71% 72% 74% 75% 76% 77% 78% 79% 81% 81% 82% 83% 84% 85% 86% 86% 87% 88% Over 90% of all Newham residential properties have a registration on My Newham
  20. 20. Overall CRM Channel Trend Online only, Parking and Registrar projects made Online the preferred method of customer contact in January.
  21. 21. Summary & Conclusion Never been more challenging or exciting or rewarding. Need to move up the digital and innovation value chain (or risk role moving down the organisation or disappearing entirely). Need to be collaborative leaders & share overheads & solutions. Diversity (age, gender, race, etc) in our workforce can provide new ways of looking at old problems. Lots of challenges and opportunities for the CIO.
  22. 22. Slide Questions, comments? Geoff.connell@newham.gov.uk Geoff.connell@havering.gov.uk Geoff.connell@onesource.co.uk Thanks for listening

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