Right Conditions for Success / Adur & Worthing / Localgovcamp 2015

Adur & Worthing Councils - Digital & Design

Digital Service Design

What are the right conditions for success?


What are the right conditions for success?


Is there something we can bottle?


The Adur and Worthing case


Very poor IT service, outages poor customer service

New CEO with a strong publicised vision on economy, community, customer and digital

Two Council Leaders who worked closely together, one of whom had an IT background


Senior Team of 4 Directors - 3 new hires

Director for Economy (new)Director for CommunitiesDirector for Customer Services (new)Director for Digital & Resources (new)

Close alignment of values and approach - want to experiment, explore future models

Director for Digital & Resources

Head of Digital & Design

Chief Executive

Service Design

Digital Platforms

IT infrastructure

Performance & Analytics

In-house capability

Procured against capability map

Moving to IaaS for legacy estate

Simplified reporting, moving to Tableau


FinanceHuman ResourcesOrganisational DevelopmentLegal ServicesProcurementEngineeringCoastal ManagementSurveyingFacilitiesEmergency Planning

Strong support from a high engagement approach


Initial messages and work

- we can get resilience through adopting cloud tech- the internet can fundamentally change how we work- we can take our own risk and work outside PSN- if Cabinet Office can go Google, so can we- we need to find outside expertise to set the strategy

and help us establish the ‘new house’


Timeline

- Joined May 2014, search and find Methods Digital- “Something’s rotten..” committee report July- Decision to replace the enterprise telephony- “Discovery” piece during Aug/Sept- Findings and ask for “Blueprinting” funding in Oct- Tier 3 restructure, create Head of Digital & Design- Efficiency of Service .. create Service Designer role- Market engagement - including service mgr going first


Timeline (2)

- Business Case to committee December (FTE + software savings)

- ‘Walk away’ agreement with telephony provider- Digital Delivery starts January 2015- Software procured January- Technical architecture - creating the platform- Digital service design - Waste Service + Contact Centre- Google for Work implemented in 5 weeks (April)


Timeline (3)

- Training for staff on low code platform, including managers that might be going next ……

- Some delays .. but .. full set of waste services and contact centre ready for go live Sept, with a HR service built too!

- Housing discovery almost complete- Still waiting for the space to bring D&D team together,

which will have space for design lab, user testing etc


Is there something we can bottle?


Bits to consider● Getting it● Working out who else needs to get it● Developing the case & strategy tailored to context● Thinking about who could lead - span of control, authority etc● Landing this stuff with different stakeholders - tailored messages● Building and maintaining support - delivering on several fronts● Team structure and people issues● Delivery for grown ups - savings / protecting the front line● Ensuring pace - knowingly letting other stuff drop or be a bit rubbish


Questions / discussion / bottling

Right Conditions for Success / Adur & Worthing / Localgovcamp 2015

Government & Nonprofit

Transcript of Right Conditions for Success / Adur & Worthing / Localgovcamp 2015