1. Presentation to the Overview and Scrutiny Committee 27th April 2005 Implementing Electronic Government & The Change Programme

2. Implementing Electronic Government Agenda Review IEG4 Panel Remit and Findings An update on the Change Programme

3. Implementing Electronic Government IEG4 Overview & Scrutiny Panel Remit –Is the IEG Programme delivering value for money –Do the IEG priorities accord with the Council’s priorities –Is the direction of travel focussed in the appropriate areas to achieve maximum benefit for the public and the Council

4. Implementing Electronic Government IEG4 Overview & Scrutiny Panel Value for Money – Tangibles Savings being generated –General efficiencies from infrastructure investment, e.g. c£450k cumulative per annum from 2005/06 –Project specific savings under new Benefits Realisation framework, e.g. c£270k cumulative per annum from 2005/06 –Zero Net Present Value forecasted for 2011/2012 Value for Money – Intangibles Helpline and Help Online Links to HelpShops and improved range of services Content Management System Website Redesign Member Services Modern, open back office systems {CAPS, IWorld etc]

5. Implementing Electronic Government IEG4 Overview & Scrutiny Panel Council Priorities and Direction of Travel – 2002-2005 2003/06 Corporate Plan – “Organisational Development” Our interpretation of IEG agenda –Driven by the Customer –Improving our Performance –Optimising our Finances –Learning & Developing Change Programme Launched 2003 Driven by the Customer Optimising our Finances Improving our Performance Learning and Developing

6. Implementing Electronic Government IEG4 Overview & Scrutiny Panel Council Priorities and Direction of Travel – 2005-2009 2006/09 Corporate Plan – “Organisational Effectiveness” Preserves continuity of effort –Driven by the Customer –Improving our Performance –Optimising our Finances –Learning & Developing But reflects shift towards exploitation rather than capability building

7. Implementing Electronic Government IEG4 Overview & Scrutiny Panel Summary –IEG4 is an accurate picture of our intentions and progress –The Council is committed to achieving a sustainable, joined up customer driven organisation –Spend to date already delivering significant benefits, both tangible and intangible –High degree of consistency between Change Programme/IEG and Council objectives/priorities Panel welcomed officer input Recommended development of some high level KPI’s for programme on ongoing basis

8. Implementing Electronic Government Change Programme – An Update What have you already heard? –Introduction to the Benefits Realisation Model [O&S Committee 05/2004] –Overview of the Progress to date [O&S Panel 10/2004] What shall we cover today? –An update on how the Benefits Realisation Model is being used and enhanced, and –General progress check on the key elements of the Change Programme

9. Implementing Electronic Government Change Programme – An Update Benefits Realisation Model All new projects from 04/2005 captured First Gold project – FPMS –Benefits identified = c£180k –These savings removed from 2005/06 base budget In addition, all new projects have been set ROI target These targets designed to ensure overall programme achieves zero NPV during 2011/2012 Allows strong performance management of projects and programme as we go forward

10. Implementing Electronic Government Change Programme – An Update Change Programme Progress 2004 – 4 Gold Programmes –FPMS –Web Services [Phase I] –Earlswood –Planning 2005 – 3 Gold Programmes –Web Services [Phase II] –Earlswood –Planning Delivered Process Benchmarking & Member views CRM and Front/Back office integration Process re-engineering and integration

11. Implementing Electronic Government Change Programme – An Update Key Gold Workstreams for the next 12 months Web Services [Phase II] –Customer Services/CRM front end application –Integration with 20 customer facing processes from Earlswood Earlswood –Re-engineer 20 key processes [as above] –Implement new back office technology –Begin re-engineering remaining non-customer facing processes Planning –Procure and implement Document & Workflow Management technology –Exploit CAPS Uniform back office system –Implement re-engineered planning application processes

12. Implementing Electronic Government Change Programme – An Update Other Activity Learning & Developing –Continue work on areas identified in Employee Survey –Develop a model for Matrix Working within the Council Information Management –Exploit Content Management System with an emphasis on Knowledge Management –Procure and implement Consultation software Shared Services –Develop our understanding of the options for delivery of services in partnership where this would add value to RBBC and its priorities

13. Implementing Electronic Government Change Programme – An Update Summary Benefits Realisation Model –Now embedded with first major success [FPMS] behind us –Enhanced to facilitate effective performance management of projects and overall programme Achievements –FPMS delivered –Web Services Phase I delivered Next 12 months –Emphasis on exploiting process change and technology to improve customer access and deliver efficiencies/savings