SWITCH ProjectMaking Life Simpler

Scarborough Borough Council

Hilary Jones

SWITCH: Programme

Scarborough Borough Council

• Innovative use of new digital technology• Demand reduction / reduced cost to serve• Better customer experience• Improved staff satisfaction – right tools to do the job

Aims

• Self Service• Mobile and remote working• Automation / integration• Internal resources with single focus

Enablers

• Not IT project but business improvement• Driven by good insight & understanding or customer

and service delivery• Support “art of the possible” - services in control

Principles

Original Workstreams:– Data Collection / Insight / Performance – Web Development– Document and record Management– Mobile and Flexi working– Single Golden record– Marketing & Communications

Reality: All about redesigning service delivery processes

Scarborough Council

SWITCH Project: Starting Point

• Research and investigation• Clear requirements • Identified what we wanted to deliver• Focus on delivery of “services” not “systems”• Produced outcome based specification• Used G-Cloud (now digital market place)• Reduced time / money spent on procurement process• Provided clear case to elected Members• Ensured confidence that procurement would

meet local needs and EU procurement rulesScarborough Borough Council

Procurement

Scarborough Borough Council

FIRMSTEP: What we invested in and why

•New operating model•All elements integrated•Complete set of tools•User friendly•Develop in-house skills•Reduced cost•Delivery of Self-service•Ability to Integrate•Support remote working

Scarborough Borough Council

FIRMSTEP: What we have helped develop

DASH• Workflow and case management system

for all services and officers• Able to share information and

progress tasks between Council services & multi-agency• Hosted in the cloud to provides web & network access

Mobile Solution• Overcome access to 3G/4G• Meets the needs of staff working out on the area• Security that work would not be lost

• Tiny team – virtual - taken from across the Council• Key issue – getting the right people• Commitment to and passion for shared vision / principles• Co-located – shared space - learning together • Skills and expertise to implement at speed & respond to

service issues• Catalyst to involve all services / developed service

champions• Big Bang – no service left untouched - whole council

culture change – not just pockets of excellence• Supporting continuous improvement - BIU

Scarborough Borough Council

SWITCH:Implementation Team

Scarborough Borough Council

FIRMSTEP Implementation Timescales

Implementation TimescalesApr 2013 Formation of Switch Project Team

Sep 2013 Report to Full Council to procure Firmstep

Dec 2013 Firmstep Kick Off Meeting

Jan 2014 5 Day Training (7 Officers)

Mar 2014 Arrival of New Achieve Forms

Apr 2014 2 processes LIVE in Home Improvement Agency

Jul 2014 Live with Service (F2F channel) and DASH on 27th July

Aug 2014 Live with Service and DASH across all Channels

Aug 2014 CRM turned off 31st August

Nov 2014 Live with new website and Self Service

Scarborough Borough Council

FIRMSTEP Implementation:What have we delivered?

78 New Forms and Processes developed:

35 Live on Self6 Live on Dash (Internal Only)10 with Payment Integrations5 Integrated into IDOX

Lots more still to do….