Presented by JOHN RAVLIC Ravim RBC

Transcription

1 Leveraging Technology: Digitising Services Presented by JOHN RAVLIC Ravim RBC

2 Introduction UK findings used to explore the Australian and New Zealand context Telephone interviews with local government IT consultants government personnel and local government IT professionals in Australia and NZ Desk top audit of online services across the two countries to determine the direction of enquiry Telephone interviews to determine the council s progress against specific online functionality Followed by questions designed to explore technology take-up and digital direction 2

3 Online Services - Self Serve Channel Where the customer undertakes to complete the entire transaction online without any interaction with a council staff member. The online environment is fully integrated with the councils back office applications. The completed transaction activates the next step in the workflow. Fully automated 3

4 Online Payment Gateways Majority of councils are providing routine online payments - rates & debtors There are still many councils that are saying why? there isn t the demand to warrant the investment in software and time in developing and implementing an online solution most of our rates are payed through third party gateways The technology solutions aren t always there dealing with credit card providers, secure payment processes and multiple proprietary systems can be quite complex Councils are looking for seamless technology solutions inclined to wait for the vendor s solution We are significantly behind the Amazons of this world We are significantly behind community s expectations 4

5 Online Forms Councils provide extensive PDF forms on their websites Some councils have a limited number of online forms Technology solutions are limited for integrating the online form to the specific application Councils without online presence have plans to go live in next months Some councils are introducing self serve channels for community groups Some councils are moving towards user friendly web enabled interfaces There is almost a degree of guilt associated with shifting to self serve channels 5

6 eplanning Development Consent Some councils have put their DA/ building consent process online Tracking is by far the most utilised module Some Australian State Governments have moved to introduce centralised lodgement portals Some councils are deferring to government s agenda and timetable Significant difference between first time owner builders and property development professionals Similar explorations have now commenced in NZ one stop:one view 6

7 Mobile Optimisation of council websites to mobile devices is not common Councils are providing the following apps on mobile devices agendas for councillors and executive legislation, check lists and forms for inspectorial staff Forms for conditional reporting of assets for field staff Job scheduling including job costing for outdoor staff Pilots with android/ ios/ windows devices In-house and collaborative sector approaches to mobile app development Most mobile systems are integrated with back office where they sync data on return to office - some councils use real time data transfer 7

8 Social Media Conservative approach to social media Many councils are still not convinced of the benefit and see it as a distraction Some councils are very proactive Most councils have some presence on various social media platforms one sided conversations Most councils are integrating their social media interaction with the community manually Some councils are re-directing public to traditional channels Councils are aware of the need to integrate technology products are emerging This is a confusing space as it can fall between organisational roles who is responsible? Communications, records management, IT, customer services??? 8

9 Open Source Data Councils come from two different schools of though Open to the idea of making data available but we haven t had any requests for it there are many privacy restrictions that prevent us from making information available Data is being made available to other tiers of government Development data is the most popular followed by agendas and other council meeting documents Can see the potential of crowdsourcing data and integrating it into council operations snap..send..solve 9

10 Driving IT Initiatives are driven by a combination of IT specialist staff Business Unit Managers Technology vendors IT staff don t want to be system owners/ champions Business Unit staff have to own their systems In smaller Councils IT staff drive/own the technology take-up Technology vendors play a role in raising awareness of new technology and its benefits our take-up of new technology moves at glacial pace mostly due to governance reasons Innovation needs to be driven from the top in order for it to be driven by all 10

11 Digital Direction Councils are now detailing their digital direction Some councils are part of a regional digital strategy Digital direction is driven by a strong business case approach Vendor based User groups influence digital direction and priorities Technology drives efficiency Digital is just an expectation now! Channel Shift There is a reluctance in removing service options at this stage we are about providing our community with options Just happy the community is using the online platform 11

12 Conclusion The UK government established a one stop shop government website Consolidating many websites and some 600 government services GOV.UK is home to 24 departments Saving taxpayers some 60m per annum 1 billion visitors in its first two years One third of its visitors are on mobile devices. Over the weekend this number rises to 50%. UK experience says a lot about the importance of optimising online services for mobile devices GOV.UK was considered such a success that it gave rise to a debate about consolidating local government websites The NZ team adopted the GOV.UK basic design elements, saving time, money and resources GOVT.NZ 12

13 60.00% mcommerce by Age 54.90% 50.00% 40.00% 41.60% 39.50% 30.00% 23.90% 23.60% 23.10% 23.20% 20.00% 17.50% 15.90% 10.00% 11.50% 0.00% Dec- 13 Dec

14 Conclusion Channel Socitm 2012 Socitm 2009 Face 2 Face Phone Web 8.62 per transac<on 8.23 per transac<on 2.83 per 3.21 per transac<on transac<on 0.15 per 0.39 per transac<on transac<on English local government receives some 600 million customer transac<ons per annum. Two thirds of the transac<ons are conducted online. Its obvious why 14

15 Conclusion Community conversations should be driving your online environment Some councils are not resourcing their social media adequately Council App store More business analysts business processes productivity scoping and implementing technology Hack.a.thons hacking CityData While the number of online transactions is increasing the number of customer service staff and cahiers haven t changed IT should be about business transformation - requiring greater Executive involvement Lack of digital leadership in the sector there are no exemplars to demonstrate how it should be done Digital by Default - Shifting channels Cloud First - Digital disruption 15

16 Leveraging Technology: Digitising Services Presented by JOHN RAVLIC Ravim RBC