The Challenges Facing Local CIOs

04/03/2016

Local Digital Futures

Who am I?

27 years in local gov ICT, 18 in Newham, 6 in Newham and Havering, 2 in oneSource, working with Bexley, Brentwood, Norfolk.

Chair of various regional & National groups including London CIO Council & Socitm, LCIOC member.

Digital Leader top 50, CIO 100, Socitm Member of the Year 2015

Geoff Connell – Director of ICT – oneSource for LBN & LBH (youngest/oldest, red/blue-ish, inner outer, both need savings!)

President of Socitm in 2016/17. Focussing on the changing role of the local government ICT leader and workforce diversity.

What I Will Cover

The CIO Challenges

The Opportunities

Summary & Q&A

Context Setting

Context

Havering is facing a 97% RSG funding cut, Newham will have over £70m less PA.

Aging population, benefit caps etc driving growth in demand.

Health & Social Care Integration & Devolution are driving new challenges & opportunities

We have already made big cuts / savings. £100m+ in Newham, 40-50% ICT cuts.

We can’t afford to keep doing what we have done in the past so we have 2 choices. Either do less / lower the quality to fit the new budget or Innovate and change what we do or how we do it. (Realistically both but the latter is better!)

Challenges

Exploit cloud, join up data & systems, but cyber security….

Digital Service Redesign & Channel Shift.

Supporting Property Rationalisation & service process efficiency through mobile, flexible & remote working.

Skills shortages & high costs for digital and data expertise. We also need better collaborative and commercial skills.

BAU – Keep the lights on (in-house, strategic sourcing, hybrid cloud) – despite funding cuts.

Challenges –Budget!

Keep the lights on! Environment is getting more complex…

Opportunities

Digital & technological advances provide opportunities to do more / better with less. Or maybe… less with much less? Tech & cloud.

Data & BI can inform process redesign and change how we target our increasingly scarce resources.

Mobile, flexible & remote working enable savings through process efficiency and property rationalisation.

Diversity (inc. age, gender, race) in our workforce can provide new ways of looking at old problems. Apprentices lower costs too!

Work together, lots of examples from shared services to GDS to local digital initiatives like this. And don’t forget market shaping.

Workforce Diversity, need more women & digital natives

Innovation & Service ImprovementCIO = Chief Innovation Officer?

Shared Services & Commercialism

Spin-outs – 2. Pest Control

Shared services – oneSource joint committee of Newham & Havering

Shared services – Tri-borough, evolving, Camden & Islington +? JC.

Shared Services – Kingston & Sutton -TUPE to lead authority

Pan London work – Shared Platforms - 1Oracle joint support now live

Twin track devolution – what partners, what scope? Health & Social Care..

Spin-outs – 1. Language Shop – 51% employee owned mutual

Shared services – Wandsworth & Richmond - Whole Council Merger

Understand & Tackle Digital Inclusion

Exploit New & Emerging Tech Innovation

oneSource ICT Roadmap & Challenges

ICT Savings – 40% cost reduction since shared services introduced. £1M last year, £0.75M this year & 2016/17 & 2017/18 (or income)

Supporting councils transformation plans to achieve overall savings targets while protecting service quality.

Priorities: Digital Principles to delivery, 2020, online self-service, use of BI, spinouts / commercialisation, cloud, apps consolidation, ERP, mobile, etc.

Programme plan on following slides, but current priority is…..

Wider shared services, including Integration of Health & Social Care.

ICT Infrastructure Programme Critical Network (PCN)Milestone Key:

Complete

SlippedAssurance Gate

At risk Go LiveDependency

On Hold

Networks

Telephony

Software

Enhancements

Data

Centre

BothHavering

Newham

December 2015

At risk

On track

On track On Hold Slipped At risk

On Hold

Slipped

On track

RAP & 2FA Replacement/Solution

Delayed Early

Direct AccessPilot Group testing

Provance Asset Management System TBC

Test data to be migrated to Live

AppV5

oneSource Telephony Convergence

Chip & Pin Analysis

OfficeLink - Migration to EE analysis

SharePoint Migration, refinements & roll out (Phase 2 – all other areas)

Avaya Upgrade

Test multi platform

RAP ReplacementSupplier to be agreed

Lync (Voice) for RAP Users Preparation & Installation

Testing

Office 2016 Servers & Build Testing within ICT

Lync video Conferencing Test devices ordered

Review of InTune ( Mobile Iron replacement)

Legal – Digital working

User Experience Virtualization(UE-V)

Contact Centre Procurement & Legal

Roll out

IE11 Final Roll out

Location & Licences PilotTBC

TBC

Switchboard Upgrade

31/4 – 1st batch of Surface HUBs in the UK

Replacement of WiFi (LBH) Self Serve

Future Data CentreInformation gathering Migration/removal of applications from THDC PSeries

Procurement

Decommission PSeries

Review data & write specification

Server 2003 Remediation Work

Replacement WiFi (LBN)plan & preparation

January 2016 February 2016 March 2016 July – September 2016 October – December 2016 January – March 2017April – June 2016

Core Data Centre Build

Identity Management Remedial Actions

Exchange Cloud migration preparation

Migration

Server Cloud Backups (ASR)

Data Centre Network Refresh

Surface Hub Rollout

Skype for BusinessTBC Market Testing Agree Specification Procurement

Application Presentation – evaluating options with Microsoft

Early adopter Office 2016 Rollout Corporate Office 2016 Rollout

Win 10 Mobile device trial Review Device strategyDigital

Workspace

Onboarding

Bexley

Finance Service

Access to systems(phase 1)

Access to systems (phase 2)

Evaluation (Top 10 Applications)

Identity Management (Review & Design)

Evaluation of Network security products

Joint Contact Centre(Service Area scoping)

Evaluate Office 365 Services

Base Windows 10 build mobile devices Testing within ICT

Migration Review of B.Y.O.D

IPVPN Refresh (remote sites)Network Infrastructure Refresh (hardware & switches for Town Hall & Mercury House)

Licence Review SQL server estate

Licence Review – Windows Servers

SharePoint migration (Phase 1 – ICT )

Workshops & Planning

Lync & OCS FederationExchange Federation

Network Connectivity

SED Development Work (HR portal & One Oracle)

Cloud Exchange Environment Monitoring & Remedial Actions

Continual review of existing Data Centre environment, infrastructure capacity & functionality

ICT Business Projects - Programme Critical Network (PCN)

Business Systems

(new & replacement applications)

September 2015March 2015 April 2015 May 2015 June 2015 July 2015

Electronic issue of Fixed Penalty Notice – Phased rollout

Azeus Care( Care First replacement) - Business ProcessReviews

August 2015

Supporting Social Care – The Care Act

Supporting Services(Ugrades of existing applications)

On-line self service enhancements – Customer Portal

6/3 - Housing Replacement Tender evaluation

Contract Award

Complete Assurance Gate Go LiveDependencyAt risk

On Hold

Slipped

On trackSlipped

On Hold SlippedBoth

At risk On Hold

Newham At risk

On track

On trackMilestone Key:

Havering

Implementation of new Housing System (replacement of OHMS) July 2016

Lync telephony for Housing Services site at Macon Way

1/11 - Go live

RSS Replacement Go Live11/8

Determine Specialist scanners (Housing)

Beeline Application Upgrade

Interface Specifications

Oracle (R12) read only application available

Achieve forms for LPA to Firmstep Cloud

Bravo – create storage system for archived NECTR data

Bring Local Safeguarding Children’s Board (LSCB) website back in-house

InteliSMS for Housing Telecare services – develop & install

Troubled Families 30/6

Delayed Early

Evaluate products for Room Bookings 30/9

Evaluate IT solution for Mobile Support Wardens

4/6 – Devicesordered

Build & Rollout

Achieve Forms - Grants for Early Years Children

Pest Control - Online booking scope to be determined

UAT

16/7 YOIS System Replacement – initial meeting

October 2015 November 2015 December 2015

Test Devices

29/7 Board Meeting – timescales to be set

Supplier toCommence work Jan 2016

Determine web pages & content 11/8 Sharepoint Collaboration site created

10/9 Go live

Scanners ordered & switches installed 30/9 Go live

31/12

Property Licensing System Implementation

Pest ControlSoft Market Testing TBC

Evaluate IT solution for Mobile Support Wardens

ICT Business Projects - Programme Critical Network (PCN)

September 2015March 2015

April 2015 May 2015 June 2015 July 2015

Supporting Transformation

46 Clova Road – (Transition of Family Contact Centre to SME)

August 2015

Complete Assurance Gate Go LiveDependencyAt risk

On Hold

Slipped

On trackSlipped

On Hold SlippedBoth

At risk On Hold

Newham At risk

On track

On trackMilestone Key:

Havering

Web Chat Online Support – Install & Configure

Contact Centre Telephony Evaluation

Harold Hill Library - IT Installed

New Intranet Infrastructure

Business Permits Solution – requirements agreed

Registrars Database –Demo, analysis & agree changes

Newham New Intranet

System Remedial work

Build changes & Test

UAT TrainingGo Live w/c 16/8

Registrars Online Demo, analysis & agree changes Build and Test

Highways Mayrise Interface – Build changes UAT Training

Go Live 30/9

Recycling Bins OnlineAgree Specification Bulid & Test

Go Live 30/9

UAT(including IE11 compatibility)

Go LiveTBC

ELIF DatabaseAgree configuration

Schools Admissions Waiting LIsts – Build changes & Test UAT

Go Live w/c 21/9

Apply Solution, Configure& System Test

UAT TrainingGo Live 30/9

Schools Admissions Online – Developmentof ChildView HUB (CACI) & UAT

UATDevelopment of online achieve form

Go Live 12/8

Building Control online payments

Seemydata (repairs) for Liberty Housing

ProcurementMerge & Relocation Legal Services - Merge & Relocation

Delayed Early

System Test

Moneyworks Project

TrainingUAT

Revs & Bens Capita Connect – Build & Test

October 2015 November 2015 December 2015

Housing CCTV/Security Project completion Dec 2015

Business Permits Solution Replacement System

Go Live w/c 30/11UAT

31/12

UATGo Live w/c 4/10

Scope relocation of Empty homes, Lettings & housing needs to Breyer Offices

Parkmap - Investigation and opinions appraisal

VM install andNetwork & circuit test

Hardware ordered & received

Relocation cancelled

Fraud Team – Data Sharing TBC

TBC

20,9

44

23,2

96

21,0

83

17,4

89

17,8

06

14,3

68

12,3

70

9,30

9

13,1

07

12,7

96

13,9

38

11,1

98

11,9

25

7,84

6

9,52

4

7,40

3

10,0

63

8,86

9

7,96

3

4,78

7

8,61

2

6,20

1

6,31

6

5,16

5

6,53

8

5,65

9

6,10

8

4,88

8

5,03

5

4,89

4

4,13

9

3,10

8

3,45

9

2,52

8

3,53

8

2,74

7

2,73

3

2,62

7

2,74

3

2,39

0

3,37

1

3,65

3

3,03

8

2,60

9

3,06

6

2,76

2

2,87

4

2,63

7

2,27

3

2,56

8

2,36

4

1,93

8

2,44

0

7,22

0

8,78

0

7,74

1

6,81

2

7,36

8

7,74

7

7,45

8

4,77

8

6,32

4

6,14

3 7,00

1

6,41

1

6,29

3

4,99

8 5,10

7

4,89

9

4,54

5

4,49

3

4,58

0

2,86

9

4,28

7

4,26

4

4,37

2

4,89

5

7,92

0

7,36

0 8,94

3

6,66

4

7,00

2

6,38

3

5,32

2

4,13

6 5,91

4

5,76

5 6,77

0

6,72

6

6,86

1

7,95

8

7,98

1

6,32

0 7,02

0

5,69

8

4,43

0

3,94

3

4,30

3

3,58

8

4,40

8

4,03

1

3,82

1

4,94

6

5,11

3

4,00

1

4,55

1

25

44

1,08

2

1,24

4 1,30

8

1,26

7

1,24

4

1,18

5

2,02

5

1,34

0

2,57

0

2,82

3

4,74

6

4,79

4

6,19

2

5,92

6

7,59

3

10,9

55

15,0

12

17,2

05

27,7

83

5,97

2

6,61

2

7,32

2

7,44

3

7,94

1

9,10

7

8,47

5

8,83

7

8,24

1

8,06

3

8,20

1

11,6

64

9,05

6

11,1

69

12,5

06

12,3

10

12,5

92

13,2

63

13,0

98

15,0

06

12,9

42

11,9

10

10,9

18 13

,070

11,5

42 14

,700

15,3

26

14,1

38

13,8

78

14,7

77

16,9

39

16,5

35

0%

10%

20%

30%

40%

50%

60%

70%

80%

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000

50,000

Face To Face Telephone Inform My Newham Email (old eforms)

Love Newham Letter Fax SMS Social Media

My Newham % Face To Face % Telephone % Self Service %Slide 19

Overall Channel Shift Trend - VolumeSuccessful reduction in CRM face-to-face contact from 67% to <10% through channel-shift

Many services

made on-line only from Jan

2015

Over £12M per annum Savings Banked from Phases 1 & 2 alone, now 80%+

Slide 20

My Newham – Properties with at least 1 My Newham Registration

7,95

59,

007

11,0

2813

,368 16

,994

19,9

12 25,2

3328

,316 31

,573 35

,837 40

,570 45

,085 51

,214

53,3

6755

,955

58,1

2660

,343

62,7

5665

,069

67,4

2069

,319

71,0

9672

,781

74,3

8376

,665

78,3

7180

,402

82,2

9883

,899

85,4

2887

,033

88,5

4590

,238

91,7

0393

,011

93,9

5495

,249

96,3

4797

,637

98,7

6599

,817

100,

857

101,

976

103,

102

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

-

20,000

40,000

60,000

80,000

100,000

120,000

Jun

11 Ju

l 11

Aug

11

Sep

11 O

ct 11

Nov

11

Dec

11

Jan

12 Fe

b 12

Mar

12

Apr

12

May

12

Jun

12 Ju

l 12

Aug

12

Sep

12 O

ct 12

Nov

12

Dec

12

Jan

13 Fe

b 13

Mar

13

Apr

13

May

13

Jun

13 Ju

l 13

Aug

13

Sep

13 O

ct 13

Nov

13

Dec

13

Jan

14 Fe

b 14

Mar

14

Apr

14

May

14

Jun

14 Ju

l 14

Aug

14

Sep

14 O

ct 14

Nov

14

Dec

14

Jan

15 Fe

b 15

Mar

15

Apr

15

May

15

Jun

15 Ju

l 15

Aug

15

Sep

15

01-Jun-11

01-Jul-11

01-Aug-11

01-Sep-11

01-Oct-11

01-Nov-11

01-Dec-11

01-Jan-12

01-Feb-12

01-Mar-12

01-Apr-12

01-May-

12

01-Jun-12

01-Jul-12

01-Aug-12

01-Sep-12

01-Oct-12

01-Nov-12

01-Dec-12

01-Jan-13

01-Feb-13

01-Mar-13

01-Apr-13

01-May-

13

01-Jun-13

01-Jul-13

01-Aug-13

01-Sep-13

01-Oct-13

01-Nov-13

01-Dec-13

01-Jan-14

01-Feb-14

01-Mar-14

01-Apr-14

01-May-

14

01-Jun-14

01-Jul-14

01-Aug-14

01-Sep-14

01-Oct-14

01-Nov-14

01-Dec-14

01-Jan-15

01-Feb-15

01-Mar-15

01-Apr-15

01-May-

15

01-Jun-15

01-Jul-15

01-Aug-15

01-Sep-15

Non-Registered Properties 107, 107, 106, 105, 105, 103, 103, 102, 100, 99,8 97,8 95,5 91,9 89,3 84,1 81,0 77,7 73,3 68,6 64,1 58,0 56,9 54,2 54,4 52,2 49,9 47,7 45,3 43,4 41,9 40,2 38,7 37,1 35,5 33,5 31,6 30,1 28,9 28,0 26,5 25,1 23,7 22,4 21,5 20,5 19,5 18,6 17,6 16,8 15,8 14,9 13,9

Properties Registered on My Newham 8 103 1,29 2,47 3,60 4,75 5,65 6,48 7,95 9,00 11,0 13,3 16,9 19,9 25,2 28,3 31,5 35,8 40,5 45,0 51,2 53,3 55,9 58,1 60,3 62,7 65,0 67,4 69,3 71,0 72,7 74,3 76,6 78,3 80,4 82,2 83,8 85,4 87,0 88,5 90,2 91,7 93,0 93,9 95,2 96,3 97,6 98,7 99,8 100, 101, 103,

% 0% 0% 1% 2% 3% 4% 5% 6% 7% 8% 10% 12% 16% 18% 23% 26% 29% 33% 37% 41% 47% 48% 51% 52% 54% 56% 58% 60% 61% 63% 64% 66% 67% 69% 71% 72% 74% 75% 76% 77% 78% 79% 81% 81% 82% 83% 84% 85% 86% 86% 87% 88%

Over 90% of all

Newham residential properties

have a registration

on My Newham

Overall CRM Channel Trend

Online only, Parking and Registrar projects made

Online the preferred method of customer contact in

January.

Summary & Conclusion

Never been more challenging or exciting or rewarding.

Need to move up the digital and innovation value chain (or risk role moving down the organisation or disappearing entirely).

Need to be collaborative leaders & share overheads & solutions.

Diversity (age, gender, race, etc) in our workforce can provide new ways of looking at old problems.

Lots of challenges and opportunities for the CIO.

Slide 23

Questions, comments?

Geoff.connell@newham.gov.ukGeoff.connell@havering.gov.ukGeoff.connell@onesource.co.uk

Thanks for listening