1. Stepping into the unknown: e-government projects in Somerset Ciara Eastell, Principal Assistant County Librarian

2. Stepping into the unknown…. Where we: started from are now were going to What lessons weve learned Focus on skills required

3. A toe in the water……. 2002 E-enabled services (through Foursite) Two major projects on the horizon No dedicated resource Lack of corporate appreciation

4. Getting submerged…… 2003/4 Implementation of Peoples Network Going live with Answers Now Building Somerset Gateway Developing Somerset Direct ICT Strategy and PN Development Plan

5. Service began in Nov 2002 Partnership with Brisbane, Richland and Christchurch Genuinely 24/7 1061 enquiries to date Online chat software Adapted from private sector (eg e-Bay, QVC) Somersets librarians operate 09:00 – 15:00 Through the night, American, Australian & NZ librarians answer enquiries

6. How does it work?

8. The quest for information How are old wrecks recycled into new cars? What must be submitted to your council if you wish to add an extension to your house? Why do whales beach themselves? Can I fly after a knee operation? When did Sir Topham Hat replace the fat controller? Which DJ is descended from Robert Louis Stevenson?

9. What an excellent service. I have been stumbling around the Internet and posting messages on message boards trying to find an answer – and got pointed in the right direction really quickly. Customer Feedback

10. More feedback

11. Simple community information database Using Civis, DS CI module Taken a partnership approach Working with IRT and Care Direct Now working with Seamless Raised the profile significantly

13. Somerset Direct Major corporate and District Council project……. in CPA terms Telephone contact centre Underpinning knowledge base Seconded member of staff All services going live at the moment (today!) Process maps, CMS, etc No chance for changing processes Marketing strategy

14. What weve learned along the way Contribution of partners Value of customer/partner feedback Opportunities for staff development Adopt a project management approach Get the value from your partners Anticipate future requirements Get the balance right Ask for what you need

15. Skills required Marketing – sell your service Information management Project management Partnership Open-ness & flexibility Bid writing

16. Where to now? 2004/5 E-innovations project LMS contract for Foursite & Bristol Development Plan for Peoples Network Foursite devts – enriched content, online registration, authentication Identifying full-time resource

17. Any Questions ? Visit: www.somerset.gov.uk/libraries and click on Answers Now Email: ceastell@somerset.gov.uk