Digital Skills: Upskilling staff and the public William Benson Chief Executive Tunbridge Wells Borough Council

Digital Skills:

Upskilling staff and the public

William Benson

Chief Executive

Tunbridge Wells Borough Council

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCL35tqLmgMgCFcXFFAodPisHvg&url=http%3A%2F%2Ftrialfire.com%2F&psig=AFQjCNEBtwl6mEI_pDT-6Lp5cPWyUYw_fw&ust=1442673023124234

Why do digital?

Business as usual is no longer an option

Ongoing budget cuts

Population increasing and ageing

Digital natives turning 18

Customers have high expectations for digital services

To encourage self service and manage demand

More efficient use of resources to move to digital channels

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCMOu96_ygMgCFUy7FAodw2AIrg&url=http%3A%2F%2Fwww.clickinnovate.com%2Fnews%2Fintegration-with-expedia-com-and-booking-com%2F&psig=AFQjCNGuhHUPnclZPrC7pB6SkSYETYKoZA&ust=1442676346732578

http://graduates.hoganlovells.com/your_career/working_with_clients/barclays_case_study/

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=&url=http%3A%2F%2Fwww.preserveourfuture.org%2Fblog%2Fup-next-for-congress-reversing-spending-cuts-raising-taxes-and-increasing-the-debt-limit&psig=AFQjCNGXPIf2oFjJUtcjiVRyjBH_6t773A&ust=1442675108484146

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCNyv34zygMgCFQjpFAodmbIAnw&url=http%3A%2F%2Fgedecoration.hol.es%2Ffacebook-logo%2F&psig=AFQjCNHonuNfLMvKztzrwIg_HE4pMB2Xxg&ust=1442676218772283

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=&url=http%3A%2F%2Fwww.imediadatasummit.co.uk%2Fschedule%2F&psig=AFQjCNGwN5cYjBRKBMu3S6WOe1GDLb_ndQ&ust=1442676505211874

https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=&url=https%3A%2F%2Fwww.nshmba.org%2Fmembers%2Fgroup_content_view.asp%3Fgroup%3D89291%26id%3D132502&psig=AFQjCNEuoL6sBa10uFrTUhhza2BLTNUfWw&ust=1442676603124437

15p

*Source: SOCITM Cost to Serve and BDO guidance

Public sector digital agenda

Digital is not a ‘bolt-on’ on or a ‘nice to have’ it is part of everything

We must have more and better digital services that customers want to use - self service

Not about digital challenges but digital solutions to the challenges we are facing

Redesign our operating models to meet the current and future needs of our customers

Rethink everything we do, reducing bureaucracy and placing users at the centre

Tackling back office systems as well as front end, to enable the new operating model

New ways of working - agile approaches, collaborating and sharing learning

https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=&url=https%3A%2F%2Fwww.facebookbrand.com%2F&psig=AFQjCNHonuNfLMvKztzrwIg_HE4pMB2Xxg&ust=1442676218772283

Inspiring and empowering staff to develop and deliver digital services

Redesign services to benefit our customers

Integral part of our 5 year plan

•Digital objectives •Staff briefings•Tech Day•12 Days of Digital•Digital Angels

Inspiring and empowering staff to develop and deliver digital services

Working in Partnership across Kent

Buy in from Kent Chief Executives

Jointly funded a team to provide skills and expertise working with authorities

Sharing best practice, industry knowledge and practical insights

Inspiring and empowering the public to use digital services

Building up digital capabilities to use council services - good for us and good for residents

•Assisted help at the Gateways•Free events / training

As well as simply having better online services we are encouraging channel shift and behaviour change through better communications, incentives, advertising

Proud of what we have done, but still a way to go

Inspiring, empowering and upskilling staff and the public is vital

Get in touch…..

[email protected]: @TWBC_Chief

Kent Channel Migration Projectcatherine.bright@tunbridgewells.gov.ukwww.kcmp.infoTwitter: @KCMProject

Documents

Digital Skills: Upskilling staff and the public William Benson Chief Executive Tunbridge Wells Borough Council