1 / 30

Welcome to Derby

Welcome to Derby. Transformation at Derby. Corporate Driver – Council Wide Transformation Fewer Sites, One Stop for Customers More Customer and Staff Self Service New ways of working – 4 work styles Council House Rebuild a key fixed deadline

nansen
Download Presentation

Welcome to Derby

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Welcome to Derby

  2. Transformation at Derby • Corporate Driver – Council Wide Transformation • Fewer Sites, One Stop for Customers • More Customer and Staff Self Service • New ways of working – 4 work styles • Council House Rebuild a key fixed deadline • IT Transformation - £ 14 Million IT Investment • New Corporate Applications: • CRM, EDRMS, GIS, Internet & Intranet, HR/Payroll and Oracle Major Upgrade

  3. The Old Building Reception

  4. Council Wide Transformation • Commenced before the 2010 CSR (the big cuts) • PWC developed Target Operating Model • ICT Investment one of 14 key themes • New ways of working and Property Rationalisation • Business Process Reengineering -standard processes • After 2010 had to take savings before TOM could be achieved, but still basis of many savings • 3 rounds of VR increasing pressure, could not have achieved without new ICT

  5. The Old Building Office

  6. Council House Rebuild 2010 • Old Building occupied by circa 500 staff • Corridors and Offices, dark and dingy • Expensive to maintain heat and light • Numerous satellite buildings (mainly rented) 2013 • New modern building : 1400 desks, 2,000 staff • Open Plan, river cooled, hydro and solar power • Closed 10 other sites, saving rental and utility costs

  7. The Old Building - Filing

  8. IT Transformation – £ 14 Million Investment • History of Outsourced ICT and Sweating Assets • Full Server refresh and new IP Telephony • Client device refresh for 2,000 staff • New email cluster and new storage • Citrix Servers and Application Migration to Citirx • CRM, GIS, EDRMS and Asset Management • HR/Payroll and Oracle Upgrade • 5 Year Microsoft Licence Agreement • E-Services – the last piece of the Jigsaw

  9. The Building Demolition

  10. Corporate Applications CRM/Customer Reception • Lagan CRM selected Feb 2011 • Operational from June 2011 • Started with high volume and simple transactions • In first year (Feb 12) - 21% increase in contacts (demand); 36% of all contacts electronic • 40 new fully integrated web forms • Almost 2000 transactions per month • Expansion into booking and payments • KANA Lagan International Channel Shift Award 2012

  11. Corporate Applications CRM/Customer Reception • 2 Payment kiosks – saving 2 FTE and driving card payments ( + 34%) over cash or cheque (-29%) • 3% more payments costing 6p each less than before • Ticketing and appointment system – fewer ad hoc drop in customers; process more benefits with same staff (100% of appointments seen was as low as 65%) • Mobile (I-Pad) knowledge base for meet and greet and for interactive customer experience surveys • Customer Self Service PC;s - simple dashboard

  12. The Building New Structure

  13. Corporate Applications - EDRMS • Open Text Selected Oct 2011; Operational from May 2012 • Started with 15 key services – with high volume paper record keeping or paper based systems • 1 million pages of historic documents imported in 6 months • Robust protective marking and records management • Digital mailroom proof of concept live and wider roll in progress, including accounts payable process • Achieved paper reduction to match very limited filing space in the building and less cost of external storage • Won Open Text award Spring 2013

  14. The Building Chamber

  15. Corporate ApplicationsGIS • Cadcorp GIS Selected October 2011 • Live for key internal users form June 2012 • Replacing more than 15 different mapping systems • New Internet and Intranet facilities • Improved LLPG data locations for 3,500 properties • Capturing new aerial photography & thermal images • Supporting Open Data and INSPIRE directive • Better Integration with key systems – highways, planning

  16. The Building – Fit-Out

  17. Corporate ApplicationsInternet/Intranet • New Internet Nov 2011, New Intranet Nov 2012, Schools Portal Sep 2013 – all the same platform • Function based navigation, Cleaner, clearer content • More powerful search facilities and Top Tasks • Easier to add both templates & custom built e-forms • Use of access controls to restrict web support content and documents for sold services • Basis for new e-Transaction Portal including Authentication, Verification and Personalisation

  18. The Building Finish

  19. Corporate ApplicationsFinance and HR/Payroll • Major upgrade to Oracle Finance – 6 months • New Drill Down and Manager dashboard reporting • Better facilities for forecasting and profiling • Supporting reduction in accountancy support • Replacing obsolete system – I-Trent Chosen Oct 12 • Payroll On Target for Oct 2013, HR (recruitment, training etc) to follow spring 2013 • Self Service for data entry and reporting • Linked to review of pay and conditions (single status)

  20. Floor Plan

  21. Corporate Applicationse_Services • The last piece of the jigsaw • Commenced April 2013 with phased delivery • Master Data Management and integration • Authentication and Verification • Mobile web platform for staff and customers • Based on robust business cases agreed with each department • Repeatable themes such as Book and Pay • Adding value to CRM, GIS, EDRMS, and Internet

  22. Floor Plan

  23. New Ways of working 4 defined work-styles • Desk Based – but not always in the office • Thin Client, Small Form PC & Citrix remote gateway • Flexible Worker – eg, Social Worker, Env Health • Laptop and Citrix remote gateway • Street Worker – eg, parking, parks, waste • Tablet or smartphone, access to hotdesks& Citrix • VIP or Power User • Laptop or Desktop & smartphone – based on who they are or software restrictions & Citrix of course

  24. The New Quiet Area

  25. New Ways of working 4 defined work-styles • 2010 Estimate was 1500 thin client, 500 other • Reality was 1200 Laptops and 500 thin client • Partially due to business culture, Partly due to software in use • Street worker low take-up, but mainly I-Pad • Over 600 staff have worked remotely • Many through council laptop and VPN (some 2FA) • But also many using own computers and Citrix gateway

  26. New Customer Reception

  27. New Ways of working e-Learning • Developed programme of - e learning for 400 key staff with University of Derby • Personal Development • Managing or Working in a Mobile workforce: • Introducing Mobile working • Managing/Leading Virtual Teams • High Performance using Virtual Tools • Develop own Mobile working Plan • http://www.derbyworkstyle.co.uk/menu.asp

  28. The New Workspace

  29. New Ways of working Corporate Communications • New Working Portal on Intranet https://iderby.derby.gov.uk/derby-workstyle/ • Move Co-ordinators appointed and Briefed • Managers Briefings • Weekly Bulletins • Induction Sessions for all Staff – including Tours • Move Countdown Week 10 to week 1 – Key Actions • New Travel Plan • Good Communication was a Game Changer !

  30. Civic Entrance

More Related