Folkestone & Hythe District Council Implementing a Digital Strategy Sarah Robson Folkestone & Hythe District Council 27 March 2019

Why do digital? Business as usual is no longer an option Ongoing budget cuts Population increasing and ageing Digital natives turning 18 Customers have high expectations for digital services Encourages self service and manages demand More efficient use of resources to move to digital channels

Our digital agenda Digital is not a ‘bolt-on’ on or ‘nice to have’ - it is part of everything More and better digital services that customers want to use Redesign how we work to meet current and future needs of our customers. Rethink everything we do, reduce bureaucracy, place users at the centre Tackle back office systems as well as front end New ways of working, collaborate and share learning Digital is not a ‘bolt-on’ on or ‘nice to have’ - it is part of everything. More and better digital services that customers want to use - self service. Not about digital challenges, but digital solutions to the challenges we are facing. Redesign our operating model to meet current and future needs of our customers. Rethink everything we do, reduce bureaucracy, place users at the centre. Tackle back office systems as well as front end, to enable the new operating model. New ways of working, collaborate and share learning

Increased customer techspectations

Better for us, better for the customer Channel shift – easier for the customer to transact online ‘One view’ of the customer – removes multiple handling Ability to access multiple services End-to-end service delivery Reduces failure demand – get it right first time Easier to detect fraud Back office more efficient, less manual intervention, manages demand and reduces calls More time dealing with complex enquiries and customers unable to access online services

£8.62 £2.83 15p Source: SOCITM

Our transformation programme New operating model enabled by ICT and digitalisation Redesigned services to benefit our customers Culture change led from the top

Improved customer service, efficiency and resilience – at reduced cost Our approach to transformation Improved customer service, efficiency and resilience – at reduced cost Process design Behaviours and ways of working Organisational structure ICT and Digitalisation

Design principles Focus on the customer experience Fewest steps for the customer Keep customers informed Digital by default (wherever possible) Resolve first time Collect less and tell us once Use skills and expertise effectively Efficient working Use technology to ensure compliance Supporting customers to do more Proactively present and shape customer demand 12 design principles We will design digital services around our customers’ needs and adopt a standardised approach to user-centred digital service redesign.

Our digital strategy Council’s first Digital Strategy adopted in 2018 Website – transforming our website as our core digital platform Technology – introducing new technology to support end-to-end service delivery Digital inclusion – supporting our customers in overcoming exclusion Culture – how we will embed digital transformation into our culture £2m investment into a modern, reliable and flexible ICT infrastructure. Council’s first Digital Strategy adopted in October 2018. Recognises the importance of implementing a digital infrastructure and culture Maximises use of digital technology to drive better services and reduce costs Ensures everyone who wants to, has the chance to benefit from these changes Refreshed People Strategy ‘a plan for the people’ – includes workforce planning for the digital skills that are needed now and in the future. Refreshed our Communications and Engagement Strategy - stakeholder messaging, promoting our ‘digital’ story. In development – Customer Access Strategy and Performance Management Framework. Technology - Implementing a new Customer Relationship Management system with integrated customer One Account, which interacts directly with back office systems eliminating some officer intervention. Impact: Improved customer self-service Convenience - customers able to access and update their account 24/7 Increased customer channel shift Reduced failure demand and officer intervention Reduced cost of delivering services

Local digital declaration In 2018 our residents successfully completed 25,000 online transactions As part of our continued commitment to a digital channel shift in services, the Council signed up to Government’s Local Digital Declaration in November 2018 Affirms our commitment to develop more flexible and personalised online services, whilst delivering value for money https://localdigital.gov.uk/declaration/

Financial savings – the opportunity Reviewing all business processes as part of transformation Starting with the customer in mind Applying the design principles Identifying opportunities for digitalisation Where business processes can be improved, potentially minimises manual intervention between 15–100% Opportunity to create an initial year-on-year saving of up to £300k in Customer Services and Business Support – currently being tested

And finally… It’s not for everyone Important that no one is left behind and unable to access services Reasons for digital exclusion are complex: Access - the ability to connect to the internet Skills - to be able to use the technology Motivation - knowing why using the internet is a good thing Trust - fearing lack of security and online crime A significant element of our Digital Strategy will aim to promote and signpost information and resources to help individuals overcome digital barriers

Get in touch… sarah.robson@folkestone-hythe.gov.uk www.folkestone-hythe.gov.uk