Presentation from Andrew Hawkins at Eduserv and Ian Gale from Bristol City Council showing how IT has enabled change at Bristol.

1. www.eduserv.org.uk
IT, enabling local government
change
A case study with Bristol City Council
Ian Gale, Bristol City Council
Andrew Hawkins, Eduserv

2. Where we are

3. And where we are heading
Personal Online
9 to 5 24 x 7
Silos Collaboration
Inflexible Agile & Mobile
Reactive Preventative
BUSINESS
CHANGE
CHANNEL SHIFT
HIGH AVAILABILITY
INTEGRATED SERVICES
SPEED
INTERVENTIONS

4. Is IT and enabler?

5. Digital vs IT ?
Digital
ICT
New Online Services
Inflexible Legacy

6. Digital vs IT ?
Digital
Innovative Services
Integrated Legacy
ICT

7. Lets hear about Bristol City Council

8. Slide 8
Business Change & ICT
Service Delivery & Integration
Bristol City Council

9. Slide 9
Business Change & ICT
Service Delivery & Integration
The Business Challenge
Business Change & ICT
 Savings - £90m over three years
 Building rationalisation
 Reducing headcount
 Improving efficiency
 Maintaining front-line services
 Increasing demands
 Digital services

10. Slide 10
Business Change & ICT
Service Delivery & Integration
Accommodation Strategy

11. Slide 11
Business Change & ICT
Service Delivery & Integration
Accommodation Strategy
 From this….
 Messy
 Territorial
 Silo’ed
 Expensive

12. Slide 12
Business Change & ICT
Service Delivery & Integration
Accommodation Strategy
 To this….
 Open Plan
 Hot-desking
 Collaborative spaces
 Drop-in space

13. Slide 13
Business Change & ICT
Service Delivery & Integration
Achieved by IT enablers
 Dell Laptops for all
 Full Wi-Fi Coverage
 MS-Lync for messaging
 Cisco Remote Access
VPN
 Video Conferencing -
internal and external
 Epson Wi-Fi Smart
projectors
 Unified Comms

14. Slide 14
Business Change & ICT
Service Delivery & Integration
Empowering citizens through
Digital Services

15. Slide 15
Business Change & ICT
Service Delivery & Integration
15

16. Slide 16
Business Change & ICT
Service Delivery & Integration
One Zone – high profile and high
propensity to self-serve
 By the end of day one 97 applications had been successfully processed on-line
 ~ 65% applied for on line.
 Previously :
 45 minutes per application processing time
 10 days elapsed time per request
 Would only be possible through Digital Services

17. Slide 17
Business Change & ICT
Service Delivery & Integration
New and improved student online form
Previously students had to go online,
print off this form, complete by hand and
post to us with a photocopy of their
Student Certificate
Now students can apply on-line
and attach evidence of their
certificate to this application. The
form was successfully
implemented on the 23
September 2014 and so far we
have received well over 1,000
applications from this channel

18. Slide 18
Business Change & ICT
Service Delivery & Integration
 On-line application form for Older Persons bus pass, checking customers identity/age
and address is live
 Within the first 2 weeks we had 33 successful applications
 Positive customer feedback via the online feedback form included: “It's great; although
entitled to a bus pass, I am still working and find it difficult to visit a
local office.”
 This change has:
 Reduced paper handling in the back office
 Created choice for the customer to apply on-line
 Improved the customer experience, with forms developed based on citizen feedback
 We expect
 Prevented around 2400+ visits by customers to the CSP
 Prevented (or reduced) 400+ original documents from being posted and returned to customers by
special delivery (saving time and money)
Concessionary Travel

19. Slide 19
Business Change & ICT
Service Delivery & Integration
Agile Approach
Discovery
Design
Deploy
Sprint 1
Discovery
Design
Deploy
Discovery
Design
Deploy
Sprint 2 Sprint 3
Discovery
Design
Deploy
Sprint 1
Discovery
Design
Deploy
Discovery
Design
Deploy
Sprint 2 Sprint 3
Discovery
Design
Deploy
Sprint 1
Discovery
Design
Deploy
Discovery
Design
Deploy
Sprint 2 Sprint 3
Cohort 1
Cohort 2
Cohort 3

20. Slide 20
Business Change & ICT
Service Delivery & Integration
Summary
 Technology has enabled new ways of working
 New ways of working have enabled technology