Kay Brown Past President, SOCITM, and Head of ICT, South Lanarkshire Council

1. Kay Brown Past President, SOCITM, and Head of ICT, South Lanarkshire Council

2. Bringing the Digital Revolution to local public services Kay Brown

3. ‘It goes beyond further rounds of process automation to transform processes, business models and customer experience by exploiting the pervasive digital connections between systems, people, places and things. Technologies such as smartphones, tablet computing, social media, big data, analytics, cloud computing, remote sensing and others provide the raw materials to forge a new edge.’ Source: Gartner, The Digital Edge, 2012 A B C and ….D(igital) What is Digital?

4. Why digital is relevant to local public services New ways to understand and address increasing citizen demand and expectations Meets growing demand for digital interaction Unlocks community assets Means towards radically changing outcomes in areas of social and health care, waste management, transport, car parking, policing, environmental management, etc.

5. The public sector challenge Public perception we are all the same Why should they have to understand whether its health, local government, central government , DWP it is perceived often as well its just the cooncil! Do we actually know what the public wants from us in this increasingly digital age?

6. Digital services that are so straightforward and convenient that all those who can use them will choose to do so… Challenge

7. Community Engagement A good place to start What do they want and what’s in in for them - They want to go on line/digital device need Registration for basic services Authentication for interaction/transactions

8. Some examples that may encourage IER Individual Electoral Registration Tell us once Digital Libraries Lifelong Learning Mobile/mobilisation of solutions Transactions Relevant “apps”

9. Needs • Those who are excluded: • Physically e.g. eyesight, hand dexterity, mobility • Psychologically and cognitively e.g. confidence and memory • Socially and/or economically e.g. in poverty, lone households • Technologically e.g. pace of change • What to do: • Assisted digital – local public services are well-placed NGB pervasive so that they can do digital Skills people are scared of the unknown

10. apply/pay/report it functions • management of online accounts for email alerts, viewing transactions, registering for services, etc.) • interacting with information online to support decisions • interacting with services to co-design and co-create solutions • uploading and sharing information (text, video, data etc) using social media and reporting tools • using data analytics to uncover new understanding of needs and demands How service design can benefit from embracing digital Faster More efficient More effective More joined-up More accessible More engaging More co-design

11. Four key principles Customer service: improve the customer experience - savings will follow Service redesign: this must be done end-to-end from first principles Engagement: use ‘digital first’ for engagement with citizens and customers Ways of working: adopt digital techniques for internal working practices (use of social media, sharing, self-service etc)