What are the Business Benefits of Unified Communications? Mario Devargas

2. What are the Business Benefits of Unified Communications?Mario Devargas Monday, 29 September 2014

3. The Next 30 Minutes: • Bolton MBC Context • Bolton MBC & Its Citizens • What’s changing in the Council? • How will the changes affect our customers? • What are the Business Benefits of Unified Communications? • The Information Challenge • The ICT Strategy • The Communications Challenge

4. Bolton MBC - Context

5. Introduction to Bolton Metro • Situated in the North West of England • Bolton MBC was formed in 1974 • Population of around 265,000 • unemployment rate of 3.4% • 33% of its population living in one of the 10% most deprived wards in England (2001 Census, Indices of Deprivation 2000) • 11% of the population non-white (2001 Census) • Local Authority employs approx 14,000 staff • Annual spend of approx £550 million

6. What our Citizens want? • Public expectations are changing fast • demand immediate service • fill in just one form • have access to information • make one call only • be served any time • receive high quality materials • Private sector comparisons Demand Service Quality Conscious

7. ODPM guidance and directives Context Locally we identify what we want to see change but national funding influence how and when we plan and implement new developments Inspection Framework Bolton Council Plan t-Government Requirements Community Strategy Other Central Gov Initiatives Local Priorities

8. What’s Changing in the Council? • Our Change Programme • Organisational Development • Staff Development • Business Planning • Corporate Support Systems • Business process re-engineering • Data sharing across agencies • Communicating Change • Improving Access Access Bolton – contact centre, one stop shops & kiosks

9. How will the changes affect the Council? • improved service • more convenient • faster service • lower administration costs • e -learning • Knowledge management • e-procurement • Shared information (Services) • Improved communications / Accessibility • IP – It’s Possible

10. What are the Business Benefits of Unified Communications?

11. ICT – The Information Challenge

12. The Information Paradox The value of ICT is being increasingly questioned... ? ? ? ? ? ? ? ? ? ? ? ...yet organisations continue to spend more and more on ICT

13. ICT – The ICT Strategy Senior Management Involvement

14. ICT – The ICT Strategy ..........beyond e-Government To Deliver effective, innovative and inclusive ICT Services to Support and Enable the Council to provide high quality public services and promote quality of life across the borough

15. A genuine transformation Our Change Prg. ICT More Customer Focussed Integrated Service Delivery Shared Information Shared resources Improved Efficiency Common Infrastructure / Integrated Systems Greater self Service (customers and staff) Improved Processes and use of ICT ICT as an Enabler creating a “Step Change “

16. ICT – The Communications Challenge

17. Supplier Mgmt Connectivity Le Mans – Old Police Station Etc.... Server Mgmt Security Mgmt Town Hall Well Spring Application Maintenance Disaster Recovery Capacity Mgmt

18. EVERYWHERE - The explosion of devices which is creating a demand and expectation.

19. How do I change today’s reality of Bolton Staff chasing devices rather than connecting to key people……TO Seamlessly connecting people to people and people to applications easily

20. I Believe that – IP – “It’s Possible!” is the answer • IP is the ENABLER  Remote Working in Bolton • Business Drivers • Reduction in property portfolio - £’s • Reduction in sickness absenteeism - £’s • Reduction in travel/environmental impact • Improve staff retention/employee relations • Improve Customer Service • Family Friendly • Promote flexible working/ “work-life balance” • Maximise recruitment pool

21. I Believe that – IP – “It’s Possible!” is the answer • IP is the ENABLER  Remote Working in Bolton • Projects • Elected members – connectivity from home • Homeworking – pilot and subsequent rollout phases • Contact Centre Upgrade • Adult and Children’s Services – Hotdesking • Mobile Working – Benefit Assessment Team • “Benefit Bus” – visiting hard to reach customers • Remote Email • Property Reduction (Knowsley House) • Anti Social Behaviour Team ( Unified Communications Pilot)

22. Recommendations: • Define what your Communications Strategy/Plan is. • Approach Relationship as a Strategic Business Decision • Choose the right person to lead • Establish a rigorous provider selection process (eg., references!) • Clearly Define Expectations & Requirements (SLAs?) • Measure performance and continuously communicate results • Define clear “Performance” Measures with “teeth”! • Think as ONE Company across multiple cultures • Identify potential points of friction • Communicate – Communicate - Communicate Lessons Learnt – so far! Project Mgmt Relationship Mgmt is the KEY

23. Questions or Comments?