SWITCH Project Making 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 rules Scarborough 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 Timescales Apr 2013 Formation of Switch Project Team Sep 2013 Report to Full Council to procure Firmstep Dec 2013 Firmstep Kick Off Meeting Jan Day Training (7 Officers) Mar 2014 Arrival of New Achieve Forms Apr processes LIVE in Home Improvement Agency Jul 2014 Live with Service (F2F channel) and DASH on 27 th July Aug 2014 Live with Service and DASH across all Channels Aug 2014 CRM turned off 31 st 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 Self 6 Live on Dash (Internal Only) 10 with Payment Integrations 5 Integrated into IDOX Lots more still to do….