advice ni Annual Meeting – 16 November 2007 Technology’s role in ‘Building a Better Future’ for Northern Ireland Bill McCluggage Director, Delivery & Innovation

Modernisation & Reform in Context Modernisation & Reform in Context “Changing for the Better” “Changing for the Better” Draft Programme for Government & ‘NI Direct’ Draft Programme for Government & ‘NI Direct’

Reform: The NI Context GershonGershon Transformational GovernmentTransformational Government VarneyVarney ‘Building a Better Future’‘Building a Better Future’

Citizen Centric Professionalism Shared Services Transformational Government Reform: The NI Context

Devolution Context Executive determined to make a difference for people of NIExecutive determined to make a difference for people of NI ‘Building a Better Future’ – draft Programme for Government‘Building a Better Future’ – draft Programme for Government ‘Working together we can build a better future for all – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new opportunity.’‘Working together we can build a better future for all – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new opportunity.’

Devolution Context Executive determined to make a difference for people of NIExecutive determined to make a difference for people of NI ‘Building a Better Future’ – draft Programme for Government‘Building a Better Future’ – draft Programme for Government ‘Working together we can build a better future for all – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new opportunity.’‘Working together we can build a better future for all – a society which is at ease with itself and where everyone shares and enjoys the benefits of this new opportunity.’

Financial Context CSR 2007: much tighter financial environment than for many yearsCSR 2007: much tighter financial environment than for many years Hopes and expectations greater than resources - Executive will have to make tough decisionsHopes and expectations greater than resources - Executive will have to make tough decisions Reform and efficiency savings essentialReform and efficiency savings essential

Citizens expect and deserve high quality servicesCitizens expect and deserve high quality services Driving efficiencies – releasing resources for frontline services - CSR 2007Driving efficiencies – releasing resources for frontline services - CSR 2007 ‘Build a peaceful, fair and prosperous society in Northern Ireland’‘Build a peaceful, fair and prosperous society in Northern Ireland’ Why reform?

Welfare Welfare Education Education Rating Rating Health Health Planning Planning Local Government Local Government Water Water HR Connect HR Connect Records NI Records NI Account NI Account NI Workplace 2010 Workplace 2010 Centre for Applied Learning Centre for Applied Learning Network NI Network NI IT Assist IT Assist NI Direct NI Direct Wider Public Sector Civil Service What are we building?

BuildingBlocks Delivery of better public services by improving our capacity and providing the necessary technology and facilities.

The 3 Ages of ICT Maturity Age of the Monolith Age of SplendidIsolation Common Good Maturity

NI Direct “You can access public services and information using a channel of choice at a time that is convenient to you”

Do we have a problem? 800+ Telephone Numbers (656 unique numbers) 80+ web sites

Northern Ireland Citizen Interaction Centre (NICIC) Distributed switchboard service Handles 5 million calls for NICS per annum (92% within 12 secs) Powered by LAGAN CRM application and automatically distributes calls across the NICIC sites via ASPECT ACD

Context Service only available 9am – 5pm Monday – FridayService only available 9am – 5pm Monday – Friday ‘Less than even chance of getting to the right place ’‘Less than even chance of getting to the right place ’ “we are government, you as a citizen are required to understand how we are organised and find the public servants you need to deal with ”

“You are the citizen, our responsibility is to make it as easy as possible for you to do business with us” Context

Vision – NI Direct For Government: –Single point of citizen contact; –that brings together multiple channels; –incorporating a ‘one and done’ service; –using ‘best of breed’ public sector contact and interaction centre processes. For Citizen: –Allows citizen to interact with government on their terms; –through a simple and transparent single point of contact; –using technologies they are comfortable with; –without needing to know how government is organised.

Call XXX from anywhere in NI for General enquiries, Agriculture, Environment, Consumerline, Land & Property, Culture, Arts and Leisure & Tourism Driving & Vehicles, Education, Health & Social Services, Roads & Transport, Jobs & Benefits, Services for Business, Pensions One-stop shop for all Northern Ireland Public Service Enquiries See alsowww.nidirect.gov.uk for more information Illustrative only NID IRECT

NIDirect Contact Centre Knowledge Base(s) Backend Systems IVR Contact Approach Tier 2 Tier 1 NICSEduHealth

Phase 1: Scope Key Anchor Tenants Transactional Services NICS Anchor Tenants + Information & Transaction Services Informational Services

NIDirect Programme(s) Telephony –Web Consolidation –NI ‘DirectGov’ –Phase – 1.0 – Single No –Phase – 2.0 Other Media –iDTV/IPTV –Kiosks –TEXT/SMS Agriculture Services: Projects: General Registrars’ Office Web Land & Property Services Planning

Programme Schedule Organisations & Services Channels Telephony Web & Text Media Physical Phase 1 Phase 2 Phase n Time

Implementing NIDirect Phase 1.0 Kicking off Telephony and Web Channel Programmes Defining ‘day 1’ scope of NIDirect Creating Market (Internal & External) Implementing formal communications strategy Signing up ‘Anchor Tenants’ Target Operational Phase 1 Status – Autumn 2008 Current Position

Conclusion We have a major set of Transformational Government projects underway Executive expects us to deliver An exciting agenda but we need to focus on – Commitment (Receptive & Responsive) – People (Communication & Professionalism) – Collaboration (Sharing and Building) – Realising the Benefits (Everyone’s Remit)