By Changing Nothing Nothing Changes! Nothing Changes! BUSINESS TRANSFORMATION New Ways of Working Strategy to Delivery Alternative Delivery Models Digital Self-Service Delivering Better Outcomes Stepping up to the Challenge BUSINESS STRUCTURE 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 Its this (and only this) that will drive the business forward 4.Execution... Is the hardest part STRATEGIC VISION Do you know what your citizens needs and wants actually are? How are you going about / going to achieve this? Is major transformation necessary or would just limited re-positioning of the business / organisation 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? NEW WAYS OF WORKING From Strategy to Delivery Financial and Demographic Pressures Increasing Demand for Services Public Expectation Internal and External Communication Capacity / Capability Technological Changes Responsiveness STEPPING UP TO THE CHALLENGE Communication & Engagement Internally & Externally Strategic Thinking Change from being silo based Integrate services and solutions Reduce costs Strip out duplicated tasks and excessive waste Develop Alternative Delivery Models / Programmes Commercialise more activities BUSINESS ELEMENTS NEW BUSINESS MODEL HOW WILL THESE BE INDIVIDUAL MANAGED? DELIVERING BETTER OUTCOMES & BEST PRACTICE Transformation & Approach Meeting economic and financial challenges Identify council services / functions Re-design and integration of services Change Delivery Programmes & Procedures Targeted outcomes Managing demand Change How services will be delivered Within and between service departments DIGITAL SELF-SERVICE A Must for 100% customer engagement Set to treble in 3 years Of all customers online Only 50% find what theyre looking for The key is Increasing self-service and Reducing contact centre need and commitment Benefits Increased access Information availability Improved efficiency Customer satisfaction Reduction in costs DIGITAL SELF-SERVICE The availability of Digital Services are expected to rise between % over the next 3 years Over 56% of councils claim to have a self-service strategy in place 60% of Chief Execs & 70% of Leaders believe their council is fully embracing the opportunities that Digital offers However, ask the public and only 28% agree Key Self-Service areas include: Waste & Re-cycling Council Tax Planning Housing Business Transformation Thank You!