1. Driving Improvements in Efficiency & Effectiveness North West Centre of Excellence Stakeholder Event Martin Fokinther Executive Consultant, Global Public Sector 8 th June 2005

2. NW CoE Stakeholder Event - 8 th June M.Fokinther 1 Challenges faced by Public Sector Organisations… Performance Assessments Audit Commission e-Government targets Private sector comparisons EC regulation & public scrutiny Political priorities Best value Citizen Satisfaction

3. NW CoE Stakeholder Event - 8 th June M.Fokinther 2 The focus must shift from service availability to use and impact readiness d’impact Social Dé Adoption anduse Impact Public Value 3. Finance & Contracting 9.Capability 1. Leadership 5. Stakeholder Participation 6. Performance Mgmt QualityMulti- channelchoice (front-office) 2. Proposition & Channel Internetonline Digital TV/ Radio Mobile Call Offices Back- office capacity 4.Technology Approach 8.Process Change Integration Interoperability Architecture Economic Social Citizens Businesses Employees Business Intelligence Structural Landscape Structural Landscape eGovernment readiness d’impact Social Dé Take-Up & Adoption Impact Public Value 3. Finance & Contracting 9.Capability Development 1.Political Leadership 5. Stakeholder Participation 6. Performance Mgmt 7. Programme & Change Management QualityMulti- channelchoice (front-office) 2. Proposition & Channel Internetonline Digital TV/ Radio Mobiledevices CallCentres Offices Back- - office fulfilment capacity 4.Technology Approach 8.Process Change Integration Interoperability Architecture Economic Social Democratic Citizens Businesses Employees Business Intelligence Structural Landscape Politics Society Culture Economy Politics Society Culture History Economy Demo- graphics Setting Design Use Impact Authorities must now deliver real benefits from eGovernment

4. NW CoE Stakeholder Event - 8 th June M.Fokinther 3 The agenda is both ‘Effectiveness’ and ‘Efficiency’… …for less ? ? ? Political Priorities Customer expectations Collaborative Opportunity ? Internal Capacity Budgets Consistency Lean Process efficiency In/Out source Shared Services Response Risk Procurement Staff reduction Better Services… New Agendas New skills New services New partners New & different channels Needs based segmentation SatisfactionCapability Performance Collaborative Delivery “Customer” mindset The Public Sector challenge is to manage this balance - collaboratively

5. NW CoE Stakeholder Event - 8 th June M.Fokinther 4 Successful eGovernment delivery depends on 9 key elements Political Leadership Stakeholder Participation Technology Approach Performance Mgmt Capability Development Finance & Contracting Programme Management Proposition & Channel Process Change 1 2 3 4 5 6 7 8 9 1.Political Leadership  Right Policy & Regulation  Collaborative Leadership 2.Proposition & Channel  Compelling Value Proposition  Service prioritisation  Channel strategy 3.Finance & Contracting  Funding strategy  Procurement strategy  Contracting process & contract mgmt 4.Technology Approach  Infrastructure strategy  Trust, Security, & Identity  Standards  Database requirements  Technology “market watch” 5.Stakeholder Participation  Stakeholder Mapping  Take-Up approach  Brokerage / Intermediaries  Marketing / Communication 6.Performance Management  Benefits case for all  Targets  Measurement process 7.Programme Management  Roadmap for Change  Project Mgmt & Resource 8.Process Change  Ways-of-working analysis  Process re-definition  ‘Fit’ to IT applications 9.Capability Development  Skills gap analysis  Coaching & training delivery  Research g2b C2g Capgemini’s eGovernment Delivery Framework g2g

6. NW CoE Stakeholder Event - 8 th June M.Fokinther 5 Recent regional studies demonstrate the potential for collaboration “Better Services for Less”  Supporting Leadership-led IT-enabled Collaborative Improvement  388 Authorities can no longer act individually and deliver efficiently & effectively 9 new Regional Centres of Excellence (RCE) can drive collaboration Delivers:  Committed Leaders  “Roadmap” to deliver Vision  Portfolio of Projects  Quick Wins  Interview of all Council Chief Executives  250 international Case Study comparisons  Financial Analysis  e-Champion workshops  Benchmarking

7. NW CoE Stakeholder Event - 8 th June M.Fokinther 6 Example Regional Roadmap

8. NW CoE Stakeholder Event - 8 th June M.Fokinther 7 Business Process Architecture at Blackburn with Darwen Citizen & Business Requirements Delivery Of Services Multi – Agency Working Underlying Technology Eg Gov Connect, ESD Toolkit

9. NW CoE Stakeholder Event - 8 th June M.Fokinther 8 We see “3 Key Challenges” for eGovernment …  Customer Centred Thinking  Efficient & Robust Processes  Collaborative Multi-Agency Working Regional Centres of Excellence have a crucial role to play in addressing all three of these challenges…………..