World class services for a world class city Steve Pennant Connected London Strategy Capital Ambition Programme Board 20 Jan 09

World class services for a world class city Connected London Strategy aims Support greater empowerment of communities Simplify access to London services – through complementary call centres, websites, mobile devices, identity tokens and other new customer service technologies; Provide professionals across agencies with secure access to the information they need Reduce costs of ICT products and services

World class services for a world class city Connected London projects As approved by Efficiency Board 15 Jan 2009 £K 09/10 £K 10/11 £K 11/12 Focussing services on the customer Customer Segmentation / Insight70 Simpler Services80 London Smartcards / Identity Tokens50 Shared infrastructure Improved Support for Collaboration130 Customer Data Integration (Data Connects)50 London Public Service Network Improved Supplier Management2000 Improved Capacity and Resilience17000 Further LPSN shared services20100 Learning and performance analysis RAISING THE BAR Customer Services – Learning and Performance Analysis40 ICT Learning and Performance Analysis40 Hardware and software directories30 TOTAL

World class services for a world class city ServiceProviderChannel Parking feesBoroughMobile Parking informationBoroughWeb Congestion chargeTfLPhone, web, mobile Travel tokenTfLCard Freedom passLondon CouncilsCard Travel alertsTfLWeb, mobile LibraryBoroughCard LeisureBoroughCard Reporting issuesBoroughPhone, mobile Find my nearestBoroughWeb and some mobile PassportPassport AgencyWeb Driving LicenceDVLAWeb Income TaxHMRCWeb Simplifying services – eg all require separate registration

World class services for a world class city Key benefits of customer insight A rich evidence based understanding of ICT applications that are critical for customer services pan London Savings relating to procurement of citizen segmentation data Evidence to identify customer service access and delivery opportunities to deliver savings from channel migration

World class services for a world class city Example insight questions – Barking & Dagenham Adult Care 1.What would encourage participation in community activities? How do we best target for this purpose? 2.How can we increase library membership uptake? Who is using our libraries, and why? Who is not and why not? 3.Where are our vulnerable and elderly customers in relation to our service provision? 4.How can we better understand the concentrations of people with long term conditions and their associated social care needs. Similar questions for Children’s services, customer services, regeneration, resources and PCT

World class services for a world class city Community Empowerment Inclusive Democracy Increased use of online engagement by Councils –Online information and petitions –Facebook etc to engage young people But 25% people in the UK still do not use computers and the Internet –Just over half of non-Internet users are over 65 –Just under half are from the DE social band (the lowest socioeconomic band) –66 per cent of non-Internet users lack higher education. (Delivering Digital Inclusion An Action Plan for Consultation – CLG Oct 08)

World class services for a world class city Rich pictures to illustrate the vision – 2009

World class services for a world class city Rich pictures to illustrate the vision – 2009

World class services for a world class city Rich pictures to illustrate the vision – 3 ways forward

World class services for a world class city Rich pictures to illustrate the vision – 2 more ways forward

World class services for a world class city Connected London Dawns

World class services for a world class city

World class services for a world class city Online parking permits? Some boroughs have online renewals but first time requires vehicle registration doc Biggest queues apart from Revs and Bens Working with IDeA and Local Gov Delivery Council in lobbying DVLA for access DVLA have agreed to investigate trials in London Legislative change required DVLA technical programme full till 2012

World class services for a world class city Shared Infrastructure vision

World class services for a world class city Shared infrastructure savings Based on sample of 5 boroughs ServiceTotal Cost independently sourced per borough Total Cost shared service per borough Saving Remote storage£200k p/a£140k p/a *30% Data centre£500k p/a **£300k p/a40% Disaster recovery£250k p/a£100k p/a60% Total£950k p/a£540k p/a43% Plus reduced carbon emissions

World class services for a world class city Learning and performance analysis Raising the bar Customer services – with customer insight informs decisions on channel shift –Take up by channel and customer group –Unit costs ICT – £450M spend on ICT pa –20% on desktops and network well benchmarked –80% relatively unknown Need better data to make investment decisions

World class services for a world class city Indicators and measures World class city information Numbers of public service telephone numbers  Numbers of logons and passwords for integrated online public services  Numbers of public service mobile access portals or numbers  Scope of services which may be completed online and by mobile devices  Unit costs of transactions by service and channel  Customer satisfaction by customer group, service and channel EfficienciesBenchmarking of unit costs with best in class and peers ImprovementBenchmarking of staff satisfaction with ICT (SOCITM)  Measurement of contribution to business