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Digital Transformation in Public Services: Enhancing Efficiency and Accessibility

Explore how Noel McLaughlin, Business Systems Manager, revolutionizes public services for the digital age. Covering an area of 30,659 km² with 7 depots and 123 craft operatives, McLaughlin's metrics-driven approach ensures streamlined operations and improved service delivery. Learn how digital tools are reshaping the landscape of public service administration. Embrace the future of governance with innovative solutions for enhanced efficiency and accessibility.

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Digital Transformation in Public Services: Enhancing Efficiency and Accessibility

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  1. Delivering public services for the digital age  Noel McLaughlin, B.Sc. (Hons), Business Systems Manager
  2. Metrics Area: 30,659 km²Depots : 7 Total Craft Operatives: 123 Mobile Operatives: 53Residential Housing: 13,478Works orders per annum: 50,000Residential Housing:Maintenance Depots:
  3. Background
  4. The Need for Change Demonstrate Best Value Customer expectations Modernise working practices People Processes Policies Deliver savings Improve quality of service and data Compliance
  5. Project Objectives Controlling repairs Accurate costing Removal of paper Improved levels of customer service Introduction of repairs by appointment Provide maintenance and health and safety information Reduction in the carbon footprint
  6. Controlling Repairs Geography + Skills + Availability = DynamicScheduling
  7. Controlling Repairs Rural: Circular Route pre-planned.
  8. Dynamic Scheduling
  9. Increase Workforce Productivity
  10. Increase Workforce Productivity
  11. Challenges
  12. Interfaces
  13. Benefits to the Customer Customer involvement Modern Approach Quicker Response to Repairs Overall 8% increase of repairs complete within Target Effective Response to queries Customer Involvement
  14. Customer
  15. Benefits to Highland Council Staff Health & Safety Jobs take less time – increase productivity Improved control of Operatives Reduction in Sub Contractors – 32% decrease Improved data = Performance Management More account of jobs Back Office processes quicker Faster receipt of Income
  16. Consider Compliance with change at all levels in the Organisation. IT only as good as the people Consultation & Support Continual Training Needs of the Organisation Investment in measuring your performance now and as the business changes That people learn in different ways.
  17. Success Simplifying processes ‘NOW’ e.g. schedule of rates items and Standard Minute Values. Ensure roles are defined and supported Achieving saving & increasing efficiency Suppliers passing on their lessons learned It’s a Heart’s & Minds business – mobile phones don’t walk around by themselves (yet)
  18. Summary Expect the IT to work out of the box Focus on ensuring the business is ready Good incident and problem management Up-skill your own staff, report writing, performance management and delivering change. Implement good Service Level Agreements with your suppliers So going mobile will save you money? Prove it!
  19. < Time = Savings
  20. 25% Improvement on EME
  21. 14% Improvement on HP
  22. 25% Improvement on ROU
  23. What Next?
  24. Questions ‘Start me talking, I’ll tell you everything I know’ Noel McLaughlin Business Systems Manager The Highland CouncilTel: 01463 702894 Email: Noel.McLaughlin@highland.gov.uk
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