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Paul Wickens
Chief Executive, Enterprise Shared Services
Northern Ireland Civil Service
Digital Transformation of Government Services in Northern Ireland
• 75% broadband take up in NI (UK average 72%).
• 92% use a mobile phone, of which almost a quarter have a smart phone.
• Use of social networking has doubled since 2008, with 47% now using these sites.
Ofcom, Communications Market Report 2011
However – only 43% interact online with Government
Why is online important?
Programme for Government
Priority 5: Delivering High Quality and
Efficient Public Services
“Improve online access to government services”
• Enhance departmental digital leadership• Improve digital capability at all levels• Redesign transactional services to meet a new Digital by Default (NI – Digital First)
service standard• Complete the transition to GOV.UK (NI – nidirect.gov.uk)• Accelerate adoption of digital services• Adopt a cross-government approach to support people who cannot use digital services
(NI – assisted digital)• Broaden the range of those tendering for digital services, attracting more SMEs• Deliver Digital by Default (NI – Digital First) services on top of a new suite of common
platforms• Address legislative barriers• Ensure that robust and consistent Management Information underpins service delivery• Take the opportunity offered by digital to improve broader engagement and policy-
making
UK Government Digital Strategy
Connected Government Services
OnlineTelephone Social Media
Smart Phones
SharedFace2Face
Channel Shift
Multi-channel contact services
Assisted Digital
In/Out boundMail Services
Payment Services
Fulfilment Services
Shared Services
Multi-channel contact services
• Research and insight into changing citizen behaviours and technology
• Citizen contact and channel shift strategies• Flexible and scalable resourcing models based on agent
productive hours• Inbound and outbound calls and campaigns• 24/7 services and out of hours coverage• Overflow and emergency response services• Assisted digital services (Multi-channel) • SMS, email, web-chat and social media• Online transactions and smart app development• Re-useable Find, Report, Apply, Book and Pay for it
components• Fulfilment Services such as in/out bound mail handing,
verification and validation services
Citizen Contact Services
Secure Payment Services
A new NI Direct Strategic Partnership to improve access to digital government services and accelerate channel shift
A New Partnership•Best of public and private sector•Access to a wider range of expertise and new capabilities•Local partners, BT, Deloitte and Asidua•Investment and innovation •Supports front and back office transformation
An Easy Citizen Experience•Citizen insight, research and shared learning•Channel shift advice and guidance•Improved access to government services•Tried and tested approaches•Common flexible platform
Value for Money•Shared platform and services•Reusable common components•Guaranteed cost savings•Benchmarked consultancy rates•Flexible payment mechanisms
Re-useable ComponentsA consistent multi-channel experience for citizens interacting with government. Agile and quick service development for participants including:•Report it•Apply for it•Book it•Pay for it•Find it •Tell us
In addition NI Direct has the ability to take-on debt recovery and other common citizen facing fulfilment services such as in/out bound mail handing, verification and validation services.
Digital First: When developing new services or new programmes, or reviewing existing services, Departments/Agencies must seek to ensure that digital online services / transactions are the primary means of interacting with citizens or businesses.
NI Direct Preferred: When Departments Agencies are developing or refreshing programmes involving online or telephone interaction with citizens or businesses services, there should be a presumption in favour of using the NI Direct programme unless the approved business case determines an alternative option
NI Direct Portal: Citizens must be able to use the NI Direct web portal to access all online services provided by Departments/Agencies, even if (exceptionally) such services are hosted elsewhere.
HOCS - PSG Directive
Working in Partnership
with you and your existing partners and
suppliers
A flexible end to end framework
integrated service delivery
models
Flexible payment
mechanisms including
outcome and transactional
Citizen Focus rapidly
increasing the range, quality and uptake of digital services
Providing Leadership
Component Exemplar Project
Pay it DFP Rates Payments, Debt recoveryGRO GeNI Project (and PRONI)
Book it
DEL Careers Service Appointment Bookings
Request it OFMDFM Social Investment Fund ApplicationsPRONI Document Ordering (and GRONI)
Report it DRD Roads Service FaultsDARD Front end to suite of agricultural processes
Find it Generic location go government services
Tell us Generic Departmental Consultations and Feedback
PfG – Programme for Government
Deliverables & Projects
Business Development Deliverables
• Stakeholder Engagement and Communication Plans
• NICS Citizen Contact Strategy
• 5yr Business Development Strategy
• Annual Department Business Plans
Business Development Support
EnvisioningEnvisioning
Scoping & feasibilityScoping & feasibility
Service Modelling
Service Modelling
Benefits & Business Cases
Benefits & Business Cases
Output based Statement of Requirements
Short interactive engagements designed to help organisations understand changing citizen behaviours, digital first initiatives, how this impacts their organisation and the services and capabilities that NI Direct can provide
An accelerated engagement that quickly analyses the business and technical aspects of your organisation’s current citizen services and the readiness for change. Feasibility testing and scoping of service areas, including an early understanding of the fit with NI Direct fit services and support capabilities
High level modelling of your organisation against NI Direct service delivery models to show roles and responsibilities and how services will work end to end, including people, process and technology aspects
Support for business case production including the identification of potential benefits arising from channel shift and service uptake
“These services are provided as part of the core shared service provision to all participants, to assist organisations
to scope, qualify and shape optimised service requirements”
Specialist Business and ICT Consultancy
• Project and Programme Management
• Market Research• Business Case Development• Benefits Management• Business Process Design• Strategy and Business
Planning• HR and Change Management• Organisation Design• Channel and Migration
Strategy• Communications and Training• Stakeholder Management• Business Continuity
Business Consulting• Transactional Toolkits• Hosting, configuration and
development• Software design and
development professionals• ICT security professionals• System Integration specialists • Data migration specialists• Emergent technology
specialists• Web and App design
specialists
Technical Consulting
ICT and Support Services
• Customer Relationship Management software
• Call transfer and routing• Workforce Management
software• Workflow and Case
Management• PCI-DSS Payment Engine• Interactive Voice Response
solutions• Call and screen activity
recording• MI and performance reporting• Data migration• NICS Information Assurance and
Security standards• Training and Communication
Services
ICT related Services• Hosting and managed services• Application Management• Monitoring and reviewing the
capacity of all hardware• Provision of professional,
experienced and technically skilled staff
• Provision of a helpdesk support function working collaboratively with IT Assist
• Provision of all appropriate technical refreshes
• Provision of software maintenance and upgrades
• Specified Service and Performance Levels.
Managed Services
Thank you