City of Wagga Wagga

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  • 1. City of Wagga Wagga e-Business Strategy 2007-2012

2. City of Wagga Wagga 2007-2012 Draft e-Business Strategy TABLE OF CONTENTS Content Page1. Executive Summary12. Introduction 33. The Current Situation64. A Framework for Moving Forward 155. Goals for Wagga Wagga City Council 206. Implementation 227. Conclusion and Next Steps262007-2012 Draft e-Business Strategy Page 0 3. City of Wagga Wagga 2007-2012 Draft e-Business Strategy Executive Summary Wagga Wagga is New South Wales largest inland city. Wagga Wagga City Council provides a wide range of services to a diverse community and is committed to continuous improvement in the provision of Best Value.This e-Business Strategy provides a framework for review of service delivery processes and investment in e-technology. The framework will ensure a focus on increasing ease of access by the customer, streamlining processes and integration of systems, not merely application of technology.As part of the development of this Strategy a review of the current situation was undertaken. This review identified a multitude of independent data bases and systems leading to much rework and inconsistent information. Research, analysis of options and consultation resulted in a number of goals to achieve the vision of Wagga Wagga City Council a leader in e-Business and service excellence a city where technology fully supports the provision of; one face to the customer,one point of entry for all data and seamless channels for processes, resulting in a more rewarding workplace where non-value adding rework is replaced byinnovation and teamwork.The four goals to achieve this vision are:1) 31 March 2007: Complete the Regulation Reduction Incentive Fund (RRIF) goals. 2) 31 December 2008: Become fully Informational, this includes 100% of Council service areas having an informative web presence. 3) 31 December 2009: Targeted services are transactional, this includes introducing the ability to pay 90% of fees electronically. 4) 31 December 2012: Deliver citizen centric services. Customers will be able to interact with Council across the full range of appropriate services and informationpresented to customers will match their specific requirements.In achieving these four major goals and therefore a move to seamless service delivery by 2012, the organisation will also deliver major structural change in workflows and practices. 2007-2012 Draft e-Business Strategy Page 1 4. City of Wagga Wagga 2007-2012 Draft e-Business StrategyInitially, priority will be given to processes or projects that provide development of capability to enable e-Business. This will include but not be limited to:Projects addressing greater alignment and integration of corporate systems, Projects related to/supporting RRIF funding initiatives, Quick Wins (low cost and immediate impact changes), Ongoing commitment of resources to detailed project planning and full implementation, Communication and education (internal and external), Effective education to both employees and members of the community prior to implementation of each stage / project going live. 2007-2012 Draft e-Business Strategy Page 2 5. City of Wagga Wagga 2007-2012 Draft e-Business Strategy Introduction This strategy has emerged from the adoption in 2004 by Wagga Wagga City Council (WWCC) of a Strategic Plan Toward 2010 which includes a Business & Financial goal A financially secure and sustainable organisation that delivers best value services and programs. As part of this goal Council set an outcome for the community to have 50% of business online by 2010. The e-Business strategy has redefined this goal by presenting four incremental goals which are clearly measurable and attainable. The timeframe for implementation of these goals extends until 2012.Figure 1 presents the e-Business strategy in the overall context of the Councils Strategic Plan and the relationship of both strategies to Councils annual Management Plan. The diagram also shows the external factors which influence the development and implementation of those plans.To deliver this goal an e-Business Steering Committee was established in March 2006 and charged with responsibility for developing an e- Business Strategy which would enable achievement of this goal. The Committee has focused on providing a clear path for Council to move to its e-Business goals.The resulting strategy sets Council on a path of examining its core businesses and moving to delivery of seamless, efficient and outcome focussed, citizen-centric services. In support of this journey, this document provides: A framework for decisions on investment in technology, A means of communicating Councils e-Business direction, Figure 1: e-Business strategic alignment2007-2012 Draft e-Business Strategy Page 3 6. City of Wagga Wagga 2007-2012 Draft e-Business StrategyThe basis for a high level implementation plan, Guidelines for managers assessing e-Business opportunities, High level goals and an implementation and review approach.Whilst this document has been written for the Executive and all managers of Council, it has been recognised that it will also be of interest to staff and the public.The success of the e-Business Strategy is dependent on Wagga Wagga City Council technology fully supporting the provision of:one face to the customer, one point of entry for all data, seamless channels for processes (both divergence and convergence),An effective e-Business Strategy will also result in a more rewarding workplace where:non-value adding rework is replaced by innovation and teamwork systems that work for all users working on the system, there is time for reflection, continuous review and learning, informed by access to meaningful trend data. What is e-Business?For the purposes of developing this strategy, e-Business has been defined as: - the comprehensive application of Information and Communication Technology (ICT) to Council services, thereby transforming operations; resulting in enhanced integrated service delivery.If Council is to operate effectively in the global environment of the 21st Century and improve decision making, provision of services, communication and participation with the community, improvements in the application of ICT is essential. To get the very best out of new technology Council must develop a culture of innovation, not just automation. 2007-2012 Draft e-Business Strategy Page 4 7. City of Wagga Wagga 2007-2012 Draft e-Business Strategy What are the Benefits of e-Business?Achievement of an innovative culture and strategic e-Business application will benefit Council and the Wagga Wagga Community by:Development of a culture of integration and collaboration, Providing easier access for the community to participate in decision making, Providing greater choice for citizens to access the type of information and services required in both method and timing of access, Minimising citizens need to know how Council is organised in order to access the information and services they require, Enabling Council to deliver information and services more effectively, efficiently and conveniently.To achieve the goal of being a leader in e-Business and service excellence, WWCC will need to move service delivery through the following stages of electronic maturity:InformationalCouncils e-Business initiatives will be largely content-based, with a focus on delivery of high demand, qualitative services to the local community.TransactionalExternally, Councils e-Business presence will develop towards a transaction focus, whereby city stakeholders will be able to transact business with WWCC via the e- Business channels. The focus during this stage will be on identifying and implementing high-demand services in a self service environment.Internally, Councils systems will be moving towards data warehousing and integrated data collection. Plans will be in place to streamline processes to support next stage of integrated service delivery.Council will be deploying channels appropriate to the e-Business strategy and working towards optimum integration of business systems.TransformationalCouncils e-Business profile will by this stage provide seamless integration between the community and the Councils services. Customers will be able to interact with Council across the full range of appropriate services. Council will enjoy single point of entry, storage, processing, and information retrieval. The focus will be on integration and automation of all relevant processes with data warehousing solutions providing integrated and streamlined information retrieval.2007-2012 Draft e-Business Strategy Page 5 8. City of Wagga Wagga 2007-2012 Draft e-Business Strategy3. The Current Situation 3.1 Where is Council now, compared to where it wants to be?This analysis provides a snapshot of where Council is today in comparison to where it needs to be to fulfil the vision. This analysis was performed using the following broad categories, therefore a more detailed assessment must be performed during preparation of each business case: Data Management and Systems Integration, Information Provision, Mapping, Tendering, Customer Request Management (CRM), Applications and recruitment, Development Applications, Bookings, Online payments and transactions, Asset management, Inspections, licensing and permits, Reporting.2007-2012 Draft e-Business Strategy Page 6 9. City of Wagga Wagga 2007-2012 Draft e-Business StrategyFigure 2: Current vs future systems and information integration 2007-2012 Draft e-Business Strategy Page 7 10. City of Wagga Wagga 2007-2012 Draft e-Business Strategy The table below sets the current situation for each of the above categories, the desired state to achieve the vision, benefits of the change and broad steps for making theshift. In identifying the potential benefits from proposed changes the following benefits were seen to accrue from all initiatives: Improved relationship