A Journey To A Smart Medway · A Journey To A Smart Medway. Key Advantages Of An Agile Approach •Customer receives some benefits as soon as possible •Immediate “real world”

A Journey To A Smart Medway

Carrie McKenzieAssistant Director - Transformation

Welcome & Introduction



Aims

This session will give Members an overview of the council’s journey to a smart Medway and how it will transform the Council’s processes making it quicker and easier for customers to access our services online, to suit their lifestyles and expectations, while delivering value for money.

Objectives

By the end of the session Members will understand:

• Medway’s approach to Transformation and Business Change

• How we involve Medway resident’s when making specific changes

• How service delivery has and will continue to improve

Strategic Priority:

“Deliver value for money and improved services through transformation, alternative delivery models and new ways of working”


Council Plan:

“make it quicker and easier for customers to access our services online, to suit their lifestyles and expectations, while delivering value for money" and “older and disabled people living independently in their homes”



JABBER

https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&source=imgres&cd=&cad=rja&uact=8&ved=2ahUKEwjS5LuUzo3eAhULEiwKHSeHAUwQjRx6BAgBEAU&url=https://www.cdw.com/product/microsoft-complete-extended-service-agreement-for-surface-pro-3-pro-4-3yr/3072615&psig=AOvVaw1FQXCoKDxwFYJYPlW0-fAU&ust=1539870336059570


Medway Transformation:

• 78% (April 2019) of customers are now self-serving for complaints compared to 18% in April 2018

• Van bookings for waste sites previously by telephone only. Since launching the online form in Nov 2018 65% of bookings were made online

• Incoming calls to the Council switchboard drastically reduced from 31,318 calls in November 2017 to 7,144 calls in November 2018, which was achieved through a combination of technological solutions and behaviour change techniques.


Assisted Digital

• Network of Libraries & Community Hubs Provide Assisted Digital Support

• 150 PCs with free internet access

• Free WiFi access

• Trained Staff & Volunteer Computer Buddy Available To Support Residents To Get Online

Paul Boyd & Jackie BrownHead of Business Change

Medway’s Approach To Business Change



VALUEFOR

MONEY

ALTERNATIVEDELIVERY MODELS

IMPROVED SERVICES

NEW WAYSOF WORKING

TRANSFORMATION


Key Concepts:

Capabilities & Benefits

Projects Will Deliver New Capabilities To Medway Council

The Transformation Team Will Work With Services To Transition Capabilities Into Benefits (Measurable Improvements)


Agile


Key Advantages Of An Agile Approach

• Customer receives some benefits as soon as possible

• Immediate “real world” testing & feedback can be carried out

• End users involved in the design / testing / feedback

• If requirements / environment change it can be picked up early

• A bicycle might be all that the customer actually needs so project can stop early!


Here are some real examples of how service delivery has, and will continue to be, improved



Key Projects For 2019/20

• Transformation of community based care

• Development of Integrated Care Partnership

• Edge of Care Services

• Tell Us Once (TUO) Service

• Energy Management

• Electric Vehicles

• SMART Cities

• Strategic Review of ICT


Further details of the key achievements in 2018/19 and the projects planned for 2019/20 can be found in your handout

Catherine IlesHead of Digital

Creating A User-Focussed Digital Council


A digital, smart Medway

Meeting residents’ needs

• 86% of UK residents use the internet for many aspects of their lives

• 88% in Medway, with increasing numbers 60+ and smartphone users

• More than two thirds of Medway households are active online users

• Those without digital access are worse off.

Cheapest channel - contact costs £8 face-to-face, £3 over the phone, £15 per letter and just 15p online*

Support is available for those who can’t yet go online or use technology.

Our digital design principles

1 Design for our customers

2 Follow digital best practice

3 Co-design with information owners to

create usable, accurate online services

Medway.gov.uk

“It’s so much clearer and

easier to use”

“I can use it on my

tablet!”

Making customers’ lives easier

Next steps

• Customer account online

• Business owner account online

• Personalistion

• Voice

• Satisfied users who can self-serve, easily and quickly, 24/7, anywhere

• Help for those who don’t use technology or go online currently.

• Streamlined, automated back office for staff, for increased efficiency

• Reduced demand through more expensive channels

Thank You

Documents

A Journey To A Smart Medway · A Journey To A Smart Medway. Key Advantages Of An Agile Approach •Customer receives some benefits as soon as possible •Immediate “real world”