TheHow and Why of Having a Successful Home Office

Transcription

1 REPORT TO: Cabinet MEETING DATE: 25 November 2003 BY: SUBJECT: Director of Corporate Finance & IT e-government Update 1 PURPOSE 11 To update the Cabinet on progress of the various e-government initiatives including the Modernising Government Fund 2 (MGF2) projects 2 RECOMMENDATIONS 21 To note the ongoing progress and intention to publish a quarterly newsletter for MGF2 for future updates 3 BACKGROUND 31 The Council continues to operate within the overall policy context of the E-Business Framework that was approved by Council in May 2002 and is now moving forward with an investment programme that includes significant resources allocated within the Council s Capital Budget supplemented by specific external funding through the Modernising Government Fund 32 The Council is part of four consortiums undertaking projects funded directly through the Scottish Executive s Modernising Government Fund The projects cover smartcard deployment, citizen s account/contact centre implementation, introduction of a master address database and the roll out of dialogue youth The total award from MGF2 is 1710m The projects will run until March Work has been ongoing for the last 6 months on the projects, a great deal of which has been setting up the proper project management framework to allow the projects to be managed using the PRINCE2 project methodology as required as part of the award

2 34 Previously, updates on progress of the various projects have been reported on an ad-hoc basis to various Committees and using the Team Briefing framework In order to give a more regular and co-ordinated progress report, it has been decided to publish a quarterly newsletter on the Council intranet and internet sites 35 A copy of the first MGF newsletter will be tabled for information and noting 36 In addition to those projects being delivered within the MGF Programme the Council continues to progress a variety of other developments involving greater use of new technologies and a selection of these are detailed below 37 A major redevelopment of the Council s Corporate Website and Staff Intranet is also underway The implementation of a new Content Management System to serve both sites is nearing completion and the new site architecture and redesign is now in place The new website is currently being populated with content and will go live within the next few weeks 38 We have recently upgraded the Committee Management System (CMIS) and the new version (v4) will go live on the intranet at the end of this month The new version will also be made available on the Council's new website once it is up and running In addition to this, the Members' Library Service will be going online through CMIS over the winter period 39 A new Resource Management System has been procured to allow the electronic booking of meeting rooms, pool cars, projectors etc via the intranet The system will be piloted within Finance & IT during December before being rolled out to other resources within the Haddington campus 310 Fixedline Remote Access for is now being rolled out to Councillors to allow them to deal with their electronic mail from home Further development of the roaming remote access is still ongoing 4 POLICY IMPLICATIONS 41 As part of the citizen s account/contact centre project but also recognising an emerging find from am ongoing Best Value Service Review, a Councilwide Customer Services strategy will be developed for approval and implementation The Head of Policy & Business Management will move this work forward 5 RESOURCE IMPLICATIONS 51 Financial The projects are funded 25% from the Council s IT capital programme and 75% from the MFG2 award

3 52 Personnel - none 53 Other - none 6 BACKGROUND PAPERS 61 E-Business Framework Report 28/05/02 62 MGF2 Award letter 63 E-Business update report 18/02/03 64 Various team briefs AUTHOR S NAME DESIGNATION CONTACT INFO Colin Shand Head of Finance & IT cshand@eastlothiangovuk DATE 12 November 2003

4 ~ , rssueum openscotland -~,~ Lothian Council Welcome to the first edition of East Lothian Council's Modernising Government Fund (MGF2) Programme Newsletter The MGF2 programme is underway, with lots of activity taking place, Contact Centre/CRM/Citizens Account Infrastructure and security This project is being undertaken by Newell and Budge and is mapping out how the various elements of technology should be linked to ensure that our systems and data are kept secure and that we are able to develop e-services as and when required Specific items being investigated include: the optimum approach to linking the pro~ CRM system to other ElC systems and data security measures required to safely allow citizens to access council servjcesvia the internet site how citizens should be authenticated when they use ElC services via the ELC internet site how 3rd party internet facilities (eg the Talis library system) should be integrated and made available to citizens via the ELC internet site how ElC employees at remote locations might use the internet to access information on the ElC intranet Contact Centre This project has commenced and is to relocate and the existing Community Alarm CCTV Monitoring and Housing Repairs call centres into a new combined contact centre at Macmerry Mike Archibald is managing this project and Stuart Gibb is coordinating business input to the project The project is taking the opportunity to consider what improvements can belncorpqratoo, in addition to thep~ical move and1saimingtb build in an eje~entqffutureproofing Examples are provision of faci I itjes to allow expansion of the contact, centre in future expansion of the CCJ:Vfacilities and potentially a move froman~j~u$~odigital technology Much oftheprdjectd~i1 has still to be discussed and agreed and itlsexpected that the new facility will be available around the end of 2004 CRM (Customer Relationship Management) I Citizens Account Following a consultation ex~rcise, the Scottish Executive has approved the basic data to be used in the citizens account Hardware and software tools have been delivered to ELC in preparation for the project Some early scoping work has been carried out in regard to the transactions to be CRM'd The Council's customer service strategy is to be developed/confirmed prior to the project kicking off in earnest In the meantime, we are looking at the practicality of undertaking a pilot or proving exercise, which would aim to demonstrate the potential of a CRM system and prove that the various components can be successfully linked together

5 2003 I Issue-OO1 Business Process Re-Engineering Newell and Budge is assisting us in reviewing and improving our business processes, primarily within the Housing Repairs area Council staff are actively contributing to the project which is due to complete by the end of this year In keeping with best practise, we believe that it is important that we streamline processes before we apply technology, such as CRM to them Dialogue Youth Many activities aimed at engaging East Lothian young people are underway and planning is well -- advanced for the Resource Base in Musselburgh Dialogue Youth featured as a key theme in East Lothian Learning Partnerships's Youth Daze" event Youth Daze was a major event for young people held at Musselburgh racecourse on Nov 1 The event featured Beat 106 DJ Paul Harper and the Young Scot Space" van amongst a host of other varied attractions and activities all specifically targeting young peoples interests Caroline Davis (Dialogue Youth Coordinator) is a member of the smartcardproject team and is providing an important link to young people and the Young Scot organisation DNA Scotland This project managed by Stuart Duncan is creating a definitive address database for all properties within East Lothian An up to date street gazetteer which holds data on all East Lothian roads and footpaths will also be created The address information will eventually be used across the Council by the Scottish Executive and by a host of other partner organisations such as the emergency services We have visited other councils who have undertaken similar projects to learn from their experiences and we are talking to various suppliers about how they may be able to assist us There is a lot of potential to use a DNA database with specialist GIS/mapping software to provide useful and exciting facilities to citizens in future Smartcards Dunbarsecondary school is to be the first to receive smartcards The cards will be initially used to access Young Scot entitlements and catering/vending facilities Smartcards will then be rolled out to the other secondary schools and additional services will be enabled Plans have been drawn up forthe Dunbar implementation and these are to be reviewed with alfconcernedcard designs have been developed for young people (in the secondary schools) citizens (initially library members) and East Lothian Council staff (initially teachers and schoolstaff};1he EtG card designs Century Govern ments~t!on WeareusiH9 the services of ESP Systex a specialist smartcard company based in Hull ESP has many years of experience in this field and has recentlysuppqrtoo Dundee City Council, Dumfries and Galloway and others on similar projects We will have theoptio(! of encoding and printing smartcards at ESP's facility and also on our own in-house machine in John Muir House The ELC card type is the same as those that are being used by at least four other Scottish Councils By cooperating with the other councils we are minimising development costs and timescales and benefiting from their experience For further information on the MGF2 Programme please contact Gordon Stephen (Modernising Government Programme Manager) on or by gstephen@eastlothiangovuk