1. A Vision for the Business

2. Introduction Business Vision Objectives Challenges Planning Business and Commercial Development Strategy Always Thinking “Laterally” To Plan, Create, Motivate and Grow… Successfully Make It Happen!!

3. Business Vision Business Strategy - Is it feasible? - Is it realistic? -Is it achievable? -Is there commitment? The Four Keys to Success Business Planning / Sales Growth Delivery of Services Resource Management Revenue / Financial Performance

4. Business Vision Visibility / AwarenessVisibility / Awareness Business ProceduresBusiness Procedures Enhanced Solution PortfolioEnhanced Solution Portfolio Effective ManagementEffective Management Sharing of skills, resources, information and best practiceSharing of skills, resources, information and best practice Planned GrowthPlanned Growth Financial stabilityFinancial stability Deliver a Business Strategy… Increase Profile Commercial Strategy Communication Co-op & Collaboration Management & Support Revenue Growth

5. Business Vision “To deliver a vision that will increase the ability of your organisation to implement effective business and commercial strategies, deliver a revitalised customer programme experience, achieve financial targets and drive profitable growth across the business.”

6. Objectives Strategy Resources Delivery Five ‘Key’ Objectives Support Communication  Become THE Foremost organisation in your Field, Delivering… › Dedicated Solution and Support Services › Efficiency Improvements › Quality Services › Reduced Waste › Increased Profitability › Cost Benefits – ‘Value for Money’

7. Challenges Delivery Programmes Four ‘Key’ Challenges Infrastructure Create New Opportunities Over Achieve on Targets  Develop a Feasible Business Strategy… › Profile / Exposure › Market Position / PR › ICT Utilisation › Programme Delivery › Improved Services › Efficient Resource Utilisation › Reduced Costs

8. Planning Business Plan Agreement & Sign Off Milestones Five ‘Key’ Planning Points Deliver Goals & Objectives  Business Strategy › Financial Targets and Budgets › Services, Solutions, Tasks › Resources and Timescales › ‘On Track’ and Within Budget and Resource Constraints › Net Gain!

9. Commercial Strategy “Delivering Commercial Value... Efficiently and Effectively”

10. SWOT Analysis Strength’s The Organisation’s Position Leadership Team Commitment & Dedication Services / Solutions Support USPs Weaknesses Communication / Marketing / PR Duplication of services / resources / skills Deployment of Resources Right Skills, Right Place Programme Delivery Positioning Recognition in Marketplace Threats Competition Apathy Indifference Waste Pricing Cost of Sales Lack of Support Opportunities New commercial opportunities Multiple revenue streams Develop closer ties with 3 rd Parties Closer co-operation and collaboration internally & externally Digital strategy / Self-Service Communication Methodologies Social Media

11. Business Planning… The overall success of any commercial business strategy entails reviewing the realistic market potential for that business.. Customer Customer Services Services Sales Sales Strategy Strategy Market Market Stimulation Stimulation Market Market Planning Planning Market Assessment Assessment Market Market Awareness AwarenessMarket Opportunity Opportunity

12. Business Planning… Customer Customer Services Services Sales Sales Strategy Strategy Market Market Stimulation Stimulation Market Market Planning Planning Market Assessment Assessment Objectives Size Profile Revenue Solutions Drivers Early Opp. Go or No-Go? Marketing Pricing Budgets Resources Competition Training Go or No-Go? Mktg. Plan Awareness Opps. Suspects Business Case Features Benefits Sales Strategy Prospects A/C Plans Resources Performance Reviews F/Cast Resources Reqs. Packaging Cust Svcs Support A/C Mgmt. Case Studies User Forums Solution Strategy Infrast Resource Products Success Go or No-Go? Vision Audit Potential Comp Barriers Risks Continue Go or No-Go? Market Market Awareness AwarenessMarket Opportunity Opportunity

13. What is the overall ‘Vision’ for this Opportunity? Is there realistic and viable Business in this Marketplace for your solutions / services? – Market Potential – Market Trends What Solutions are really required? What Competition is there? What are the Barriers to Entry? Conduct a SWOT / GAP Analysis What will it take to be Successful? What are the Risks? Do you Continue?MarketOpportunity Vision Audit Potential Comp. Barriers Risks Continue Market Opportunity

14. How do you build the awareness of your Solution? How should you develop your Marketing Strategy? Do you have the right Infrastructure? Do you have the right ‘mix’ of Resources? What about your Products / solutions? Are they ‘fit for purpose’, maturing, competitive? Do you have / when will you have Success Stories? Do you Continue?MarketAwareness Solution Strategy Infrast Resource Products Success Market Awareness

15. Establish your ‘key’ Goals & Objectives Conduct a detailed Solutions & Services Market Audit Assess the overall Market Size Build a Profile of Potential Customers Assess the Revenue Potential / Mix Determine the Solutions & Services ‘Fit’ Determine your Market Approach Are there any early Market ‘Drivers’ Assess what Early Opportunities there could be Do you Continue?MarketAssessment Objectives Size Profile Revenue Solutions Drivers Early Opp. Market Assessment

16. What will be your level of Marketing? – Materials / Collateral / Sales Aids – Web Site / Events / Activities – USP’s, Competition Develop a Pricing Strategy Agree appropriate Budgets Establish Resource Requirements & Levels Undertake a Full Competitive Analysis Plan Support and Training Requirements Do you Continue?MarketPlanning Marketing Pricing Budgets Resources Competition Training Market Planning

17. Developing a detailed Marketing Plan – Direct Mail / Telemarketing / Events – Networking / PR / Referrals – Consultants / Channel / 3 rd Parties Customer Awareness Campaigns Identify & Progress Opportunities Qualify ‘key’ Suspects Build Customer Business Case – Solutions – Customer Services – Pricing – Resources – Support Identify ‘key’ product / solution Features Identify ‘key’ product / solution BenefitsMarketStimulation Mktg. Plan Awareness Opps. Suspects Business Case Features Benefits Market Stimulation

18. Develop Sales Strategy – Marketing Opportunities – Sales Opportunities – Direct / Indirect / Channel – Leverage Existing Customer Base Target Qualified Prospects Account Planning & Management Assess Resource Development Conduct Performance Assessment Regular Reviews Detailed Business ForecastsSalesStrategy Sales Strategy Prospects A/C Plans Resources Performance Reviews F/Cast Sales Strategy

19. Resources – Project Management – Implementation Consultancy – Customer Support – Training Solution / Services Requirements – Enhancements / Customisation – Localisation – TranslationCustomerServices Resources Reqs. Packaging Cust Svcs Support A/C Mgmt. Case Studies User Forum Customer Services (1)

20. Assess overall Product ‘Packaging’ requirements – Documentation – Support and Training Materials Delivery Customer Services – Project Management – Help Desk Support – Account Management Business Campaigns Case Studies / User Forums Testimonials Reference SitesCustomerServices Resources Req. Packaging Cust Svcs Support A/C Mgmt. Case Studies User Forum Customer Services (2)

21. USP’s – What will they be?  Do you know this marketplace?  Who are your competitors?  Can you be competitive?  What will it cost you to be competitive?  What makes your products, solution or services unique?  Do you have sufficient resources… and the right skill sets?  What differentiates you from the competition?  Why should customers buy from you, as opposed to elsewhere?  What will set you apart?  How will you maintain your competitive advantage?  What will it take for you to be profitable and successful?  How long will it take? Product / Solution / Service / Service

22. Initial Tasks SWOT Analysis Agree objectives for moving forward Build business relationships – internally & externally Agree business development strategy Identify business development opportunities Assess infrastructure, resources, skills, services Assess current outstanding problems and issues – Work to identify resolution or action as required Identify priorities and ways to achieve them Assess criteria for developing a strong network, improving communications and sharing best practice Clarify existing and potential revenue streams

23. Business Transformation By Changing Nothing… Nothing Changes!

24. A Clear Vision, Structure and Purpose Allowing you to build a culture of high-performance.. Inspiring people, and supporting the delivery of your strategic objectives

25. Managing Innovation and Change With new thinking and new ideas.. Implementing alternative ways of delivering your services

26. Dedicated Integration of Services and Resources Supporting the best possible deliverables for your customers

27. Improved Ownership and Accountability Translating political objectives and service priorities.. into coherent initiatives and positive outcomes

28. Improving Efficiency, Reducing Costs, Eliminating Waste Managing budgets, achieving financial targets.. And developing multiple revenue streams

29. Measured and Achievable Growth Developing new and existing income opportunities.. Generating surplus for further investment in existing and new services

30. Effective Service Delivery Developing new partnerships and alternative delivery vehicles.. Achieving the best possible and realistic targets

31. Quality of Service and Dedicated Support Providing a more efficient, more effective response.. Delivering comprehensive digital services, whenever & wherever required

32. Effective and Positive Outcomes Implementing coherent initiatives.. Developing new business ventures, and Building key relationships from increased collaboration

33. Responsive to the Unknown Managing the development of your marketplace, and Engaging with other organisations across other sectors

34. This is a Journey Building a commercial culture of high performance, and collective inspiration, whilst delivering your strategic objectives

35. Where everyone’s on board And no-one gets left behind

36. We’re all along for the ride… Ensuring everyone is involved in the process.. and feels a part of the process

37. feeling the intangible, It’s about seeing the invisible, and achieving what many thought was impossible

38. Strategic Vision New Ways of Working.. Strategy to Delivery... Stepping up to the Challenge.. Delivering Better Outcomes.. Digital Self-Service..

39. Strategic Vision

40. Four Steps Towards a Successful Business Transformation 1.Strategic Vision… And getting this right… 2.Leaders… Who are forward thinking, committed to change, and are not ‘wedded’ to the past… 3.Customer Demand… It’s this (and only this) that will drive the business forward… 4.Execution... Is the hardest part…

41. Strategic Vision Do you know what your customer’ needs and wants actually are? – How are you going to achieve this? Is major transformation necessary… or would just limited re-positioning of the business be sufficient? Do you need to transform the organisation… before transforming the business? Have you defined the depth and scope of the internal changes required for the business? – Will this require a fundamental re-design of your internal processes and structures?

42. Business Elements – New Business Model How will these be individual managed?

43. What Needs To be Done! Innovation and Business Change

44. Engagement / Delivery Intranet Website Apps Mobile applications Social Media Facebook Twitter YouTube Messaging Telephone Face to Face Performance Measurement Communication / Education Internal & External Comms Dialogue What do citizens and businesses want or need? How do they want to access this information? Where do they want / need it? When do they want / need it? Education Who needs it? How do we provide it? Where do we provide it? When do we provide it? Corporate Team Corporate Management Team The Council’s 'Aims‘ The Council’s ‘Corporate Priorities’ Business Design Task Force Heads of Service Service Responsibility Business Analysis Departmental Review Business Outcomes Current Projects Priorities For Action Services & Solutions Finance & Resources Council Tax Asset Management Procurement Revenue & Benefits Children’s Services Education Adult Services Housing Rents & Repairs Social Care Planning & Transport Waste Management Public Protection Regeneration & Tourism Culture Business Transformation Strategic Planning Strategic Focus Business Capabilities Business Outcomes Planned Outcomes Deliverables Business Transformation Architecture Information Communications Technology Technical Architecture Systems Development Technical Platforms Solutions Development Customer / Contact Mgt. System Payment System GIS Customer Support Contact Centre Technical Support Support Desk / Tech. Support

45. Business Change… Eliminating Outmoded and Manual Processes Eliminating Duplicated Processes Eliminating Clerical & Management Errors Introducing New Services / Applications Integrating & Optimising AllProcesses IntegratingPeople With Data & Processes Optimising and Reducing All Costs DigitalSelf-Service Web / Apps / Mobile / Social Media

46. The ‘Key’ to Success Today’s marketplace dictates that organisations MUST transform their operations in order to… – Fully integrate their systems & services – Improve their communication… internally and externally – Have access to better information… quickly & efficiently – Make the right decisions – Improve the quality of services and support to their customers – Reduce their waste and costs – Improve relationships with all their business ‘partners’

47. The ‘Key’ to Success Success rarely happens by chance, it comes from… Vision & Planning Business & Political Sponsorship Commitment SuccessfulImplementationof ‘The Strategy’

48. The ‘Key’ to Success The “Business Transformation” Parade 35% of Organisations are in the ‘Parade’ 25% are thinking about joining in 40% don’t even know there is a ‘Parade’ going on

49. A Vision for the Business Thank You