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Stepping into the unknown: e-government projects in Somerset

Stepping into the unknown: e-government projects in Somerset. Ciara Eastell, Principal Assistant County Librarian. Stepping into the unknown…. Where we: started from are now we’re going to What lessons we’ve learned Focus on skills required. A toe in the water……. 2002

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Stepping into the unknown: e-government projects in Somerset

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  1. Stepping into the unknown:e-government projects in Somerset Ciara Eastell, Principal Assistant County Librarian

  2. Stepping into the unknown…. Where we: • started from • are now • we’re going to What lessons we’ve learned Focus on skills required

  3. A toe in the water……. 2002 • E-enabled services (through Foursite) • Two major projects on the horizon • No dedicated resource • Lack of corporate appreciation

  4. Getting submerged…… 2003/4 • Implementation of People’s Network • Going live with ‘Answers Now’ • Building Somerset Gateway • Developing Somerset Direct • ICT Strategy and PN Development Plan

  5. Service began in Nov 2002 • Partnership with Brisbane, Richland and Christchurch • Genuinely 24/7 • 1061 enquiries to date • Online ‘chat’ software • Adapted from private sector (eg e-Bay, QVC) • Somerset’s librarians operate 09:00 – 15:00 Through the night, American, Australian & NZ librarians answer enquiries

  6. How does it work?

  7. How does it work?

  8. The quest for information • How are old wrecks recycled into new cars? • What must be submitted to your council if you wish to add an extension to your house? • Why do whales beach themselves? • Can I fly after a knee operation? • When did Sir Topham Hat replace the fat controller? • Which DJ is descended from Robert Louis Stevenson?

  9. Customer Feedback “ What an excellent service. I have been stumbling around the Internet and posting messages on message boards trying to find an answer – and got pointed in the right direction really quickly. ”

  10. More feedback

  11. Simple community information database • Using ‘Civis’, DS CI module • Taken a partnership approach • Working with IRT and Care Direct • Now working with Seamless • Raised the profile significantly

  12. Somerset Direct • Major corporate and District Council project……. in CPA terms • Telephone contact centre • Underpinning knowledge base • Seconded member of staff • All services going live at the moment (today!) • Process maps, CMS, etc • No chance for changing processes • Marketing strategy

  13. What we’ve learned along the way • Contribution of partners • Value of customer/partner feedback • Opportunities for staff development • Adopt a project management approach • Get the value from your partners • Anticipate future requirements • Get the balance right • Ask for what you need

  14. Skills required • Marketing – sell your service • Information management • Project management • Partnership • Open-ness & flexibility • Bid writing

  15. Where to now? 2004/5 • E-innovations project • LMS contract for Foursite & Bristol • Development Plan for People’s Network • Foursite devts – enriched content, online registration, authentication • Identifying full-time resource

  16. Any Questions? Visit: www.somerset.gov.uk/libraries and click on Answers Now Email: ceastell@somerset.gov.uk

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