adviceadvicenini Annual Meeting – 16 Annual Meeting – 16

November 2007November 2007

Technology’s role in Technology’s role in ‘Building a Better Future’ ‘Building a Better Future’

for Northern Irelandfor Northern Ireland

Bill McCluggageBill McCluggageDirector, Delivery & InnovationDirector, Delivery & Innovation

• Modernisation & Reform in Modernisation & Reform in

ContextContext

• “ “Changing for the Better”Changing for the Better”

• Draft Programme for Draft Programme for

Government & ‘NI Direct’Government & ‘NI Direct’

Reform: The NI Reform: The NI ContextContext• GershonGershon

• Transformational GovernmentTransformational Government

• VarneyVarney

• ‘‘Building a Better Future’Building a Better Future’

Citizen CentricCitizen Centric

ProfessionalismProfessionalism

Shared Services

Transformational Transformational GovernmentGovernment

Reform: The NI Reform: The NI ContextContext

Devolution ContextDevolution Context• Executive determined to make a difference for people Executive determined to make a difference for people

of NIof NI

• ‘‘Building a Better Future’ – draft Programme for Building a Better Future’ – draft Programme for GovernmentGovernment

• ‘‘Working together we can build a better future for all Working together we can build a better future for all – a society which is at ease with itself and where – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new everyone shares and enjoys the benefits of this new opportunity.’opportunity.’

Devolution ContextDevolution Context• Executive determined to make a difference for people Executive determined to make a difference for people

of NIof NI

• ‘‘Building a Better Future’ – draft Programme for Building a Better Future’ – draft Programme for GovernmentGovernment

• ‘‘Working togetherWorking together we can we can build build a better future for all a better future for all – a society which is at ease with itself and where – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new everyone shares and enjoys the benefits of this new opportunity.’opportunity.’

Financial ContextFinancial Context

• CSR 2007: much tighter financial CSR 2007: much tighter financial environment than for many yearsenvironment than for many years

• Hopes and expectations greater than Hopes and expectations greater than resources - Executive will have to make resources - Executive will have to make tough decisionstough decisions

• Reform and efficiency savings essentialReform and efficiency savings essential

• Citizens expect and Citizens expect and deserve high quality deserve high quality servicesservices

• Driving efficiencies – Driving efficiencies – releasing resources for releasing resources for frontline services - frontline services - CSR 2007CSR 2007

• ‘‘Build a peaceful, fair Build a peaceful, fair and prosperous and prosperous society in Northern society in Northern Ireland’Ireland’

Why reform?Why reform?

• WelfareWelfare

• EducationEducation

• RatingRating

• HealthHealth

• PlanningPlanning

• Local GovernmentLocal Government

• WaterWater

• HR ConnectHR Connect

• Records NIRecords NI

• Account NIAccount NI

• Workplace 2010Workplace 2010

• Centre for Applied LearningCentre for Applied Learning

• Network NINetwork NI

• IT AssistIT Assist

• NI DirectNI Direct

Wider Public Sector Civil Service

What are we building?What are we building?

Civil Civil ServiceServiceBuildinBuildinggBlocksBlocks

Delivery of Delivery of better public better public services by services by improving our improving our capacity and capacity and providing the providing the necessary necessary technology and technology and facilities.facilities.

The 3 Ages of ICT The 3 Ages of ICT

MaturityMaturity

Age of theAge of theMonolithMonolith

Age ofAge ofSplendidSplendidIsolationIsolation

Age ofAge ofCommon GoodCommon Good

MaturityMaturity

NI DirectNI Direct““You can access public You can access public

services and information services and information using a channel of choice at using a channel of choice at a time that is convenient to a time that is convenient to

you”you”

Do we have a problem?

• 800+ Telephone Numbers (656 unique numbers)

• 80+ web sites

Northern Ireland Citizen Interaction Centre (NICIC)

• Distributed switchboard service• Handles 5 million calls for NICS per annum (92% within 12 secs)• Powered by LAGAN CRM application and automatically distributes calls across the NICIC sites via ASPECT

ACD

ContextContext

• Service only available 9am – 5pm Monday – FridayService only available 9am – 5pm Monday – Friday• ‘‘Less than even chance of getting to the right placeLess than even chance of getting to the right place’’

““we are government, you as a citizen are we are government, you as a citizen are required to understand how we are required to understand how we are

organised and find the public servants you organised and find the public servants you need to deal withneed to deal with””

““You are the citizen, our You are the citizen, our responsibility is to make it as responsibility is to make it as easy as possible for you to do easy as possible for you to do

business with us”business with us”

ContextContext

Vision – NI Direct

• For Government:– Single point of citizen contact;

– that brings together multiple channels;

– incorporating a ‘one and done’ service;

– using ‘best of breed’ public sector contact and interaction centre processes.

• For Citizen:– Allows citizen to interact with government on their terms;– through a simple and transparent single point of contact;– using technologies they are comfortable with;– without needing to know how government is organised.

Call XXX

from anywhere in NI for

General enquiries,Agriculture,

Environment,Consumerline,

Land & Property,Culture, Arts and Leisure & Tourism

Driving & Vehicles,Education,

Health & Social Services,Roads & Transport,

Jobs & Benefits,Services for Business,

Pensions

One-stop shop for allNorthern Ireland

Public Service Enquiries

See also www.nidirect.gov.uk for more information

Illustrative only

NIDIRECT

NIDirect Contact Centre

Knowledge Base(s) Backend Systems

IVR

ContactApproach

Tier 2

Tier 1

NICS Edu Health

Phase 1: Scope

Key Anchor Tenants

TransactionalServices

NICS Anchor Tenants + Information & Transaction Services

InformationalServices

NIDirect Programme(s)

Telephony

– Web Consolidation

– NI ‘DirectGov’

– Phase – 1.0– Single No– Phase – 2.0

Other Media

– iDTV/IPTV– Kiosks– TEXT/SMS

Agriculture

Services:

Projects:

General Registrars’ Office

Web

Land & Property Services

Planning

Programme Schedule

Organisations

&

Services

Channels

Telephony Web & Text Media Physical

Phase 1

Phase 2

Phase n

Time

• Implementing NIDirect Phase 1.0• Kicking off Telephony and Web Channel

Programmes• Defining ‘day 1’ scope of NIDirect• Creating Market (Internal & External)• Implementing formal communications strategy• Signing up ‘Anchor Tenants’• Target Operational Phase 1 Status – Autumn

2008

Current Position

Conclusion• We have a major set of Transformational Government projects

underway

• Executive expects us to deliver

• An exciting agenda

but we need to focus on

– Commitment (Receptive & Responsive)

– People (Communication & Professionalism)

– Collaboration (Sharing and Building)

– Realising the Benefits (Everyone’s Remit)