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

2. 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

3. 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

4. Increased customer techspectations

5. 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

6. £8.62
£2.83
15p
Source: SOCITM

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

8. 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

9. 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.

10. 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

11. 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

12. 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

13. 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

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