Friday, 16 January 2015

Socitm London Regional Meeting

Public Sector ICT – 2015 and Beyond

Agenda2

12:30 Lunch & Registration

13:30 Welcome & Updates: Geoff Connell, Chair of Socitm London

13:35 Socitm update: Nigel Bragg, Socitm13:40 London Libraries Futures: Mike Clarke, Association of

London Chief Librarians14:00 NPS Strategy: Steve Knighton / Nigel Blair, Northgate

Public Services

14:20 BREAK

14:35 Online Services: London Borough of Newham14:45 CCS London ICT work programme: Ashley Shelbrooke15:15 Northgate Public Services - Roadmap Sessions

• Social Care: Cathryn Ella• Revenues & Benefits: Nigel Blair• Housing: Sean Dalby• PARIS Payments: Chris Lord

16:00 Drinks & Networking

NPS StrategySteve Knighton / Nigel Blair

Northgate Public Services attendees Steve Knighton: Business Development Director Nigel Blair: Head of Product Management &

Innovation Cathryn Ella: Product Manager (Social Care) Sean Dalby: Product Manager (Housing) Chris Lord: Business Analysis Manager (PARIS

payments) Juliet Gurney: Account Director

4

On 22nd December 2014, Northgate Public Services was acquired by Cinven - a leading European private equity firm.

“At Cinven, we aim to create real growth in the businesses we acquire.”

Their investment is a real vote of confidence in us and it’s great news for our business and our clients.

Sale of Northgate Public Services

As an independent business we now have more scope to develop the systems and services that work best for our clients.

We now have access to additional funds to support our plans for innovation and growth, both in the UK and internationally.

In the short term, Northgate Public Services and Cinven are focused on making this change as seamless as possible for all existing clients.

Cinven has invested in Northgate Public Services because they recognise our potential to innovate and grow.

What are the benefits?

NPS in London

Local Government solutions in every London authority including; CRM Document Management Revenues & Benefits Housing Social Care Planning, Building Control, Licensing Cash Receipting / Payment Services Fraud Management Local Welfare Provision Blue BadgePlus a portfolio of wraparound services IT hosting services – including Wandsworth,

Southwark, Hillingdon, Croydon R&B Resilience services - including Tower

Hamlets, Wandsworth, Kingston Social Fund managed service – including

Haringey, Richmond, Bromley, Camden

7

…….and beyond National - Systems in every NHS

hospital through national programmes

National - Every police force National - Half of all fire brigades

and ambulance trusts National – Blue Badge National – PentiP national penalty

and ticketing, ANPR Data centre National – HGV Road User Levy National – Organ Donor Register National – Statutory Redundancy

Payments International – Social Housing in

Ireland, Canada, Australia & New Zealand

8

NPS Cloud Delivery9

FoundationSoftware

BusinessServices

ICTInfra-

structure

PublicPublic Service

Digital Innovation

Fusion

FoundationSoftware

BusinessServices

ICTInfra-

structure

Cloud DeliveryProcessing Services

NPS Foundation Layer10

HGV Road

Levy

The GDS Challenge11

C O M M E R C I A L

A G I L E

D E S I G N

U S A B I L I T Y &

U S E R R E S E A R C H

U S E o f

S M E s

C O N T I N G E N C Y

S E R V I C E

D E L I V E R Y

S E C U R I T Y

A N A LY T I C S

& K P I s

O P E N

S TA N D A R D S

C H A N N E L

S H I F T

O P E N

S O U R C E

New: London Councils Appeals Services

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Social CareCathryn Ella

Social Care14

Case management, self service, mobile

Market share UK 22% (46) England 20% Scotland 31% Wales 27%

London Footprint – Barking & Dagenham, Croydon, Havering

Larger authorities – 28% of County Councils

Key drivers – Care Act, efficiency savingsAdults

London Footprint – Barking & Dagenham, Havering

Key Drivers – Child Protection, efficiency savings

Significant Policy changes – ICS > Munro > Children and Families Act

Social Care15

Children

Case management, Self service, Mobile

Market share UK 15% (28) England 10% Scotland 28% Wales 27%

Since 2011 we have invested significantly in developing and improving our Social Care systems

Improved ‘usability’ by streamlining processes, making it quicker and easier to enter case information 30%-65% efficiency savings

Implemented Munro review recommendations

New solutions to address the changing landscape of Social Care

Now major upgrade programme so authorities can benefit from these improvements

Northgate in Social Care

Social Care systems need to respond to the changing world around them

Demographics and Funding Cuts

2014 2030 20500

2

4

6

8

10

12

14

16

18

20

Over 65Over 80

Pop

ulat

ion

(mill

ions

)

The social care system is widely accepted to

require fundamental change

An ageing population

Long-t

erm

Healt

h

Condit

ion

s

More people living with long-term health conditions

Care Budgets

decreasing by 30%

Assessments to

increase by 500,000 by

2016

Bucks predict a 41% rise in costs

by 19/20

London Councils’ predict cost increase of £1.3bn by 2019/20

Move from back-office heavy CMS to citizen-centric

Back-office becomes lighter as citizens become more empowered

Transition to Integrated Care

Traditional SC Case Management

Web

Revenues & BenefitsNigel Blair

Revenues22

160 customers manage over 1 million commercial

propertieswhich generate an annual

revenueof £11 billion in Business

Rates.

172 customers manage 12.6 million

domestic properties (houses, flats

etc.) which generate an annualrevenue of just over £16 billion

inCouncil Tax.

Domestic

Commercial

Benefits23

Northgate customerspay out £9 billion inHousing Benefit perannum (2.27 millionclaims)This is over half thetotal paid out in the

UK(approx 52%)Northgate customerspay out £2.28 billion

inCouncil Tax Support

perannum (2.75 millionClaims)This is just under halfthe total paid out in

theUK(approx 47%)

London24

Our Objectives 2014 / 2015

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1. Welfare Reform / CTR Deliver Legislation Programme Keep Track of Universal Credit Programme Fraud & Error Reduction Incentive Scheme

(FERIS) Deliver new CTR Schemes Liaison with DWP / Customers / Pilots Scottish Devolution

2. Revenues Legislation / Growth Ongoing Business Rates Rationalisation New Enforcement Regulations Business Improvement Districts Liaison with DCLG / Customers Debt Prioritisation

Our Objectives 2014 / 2015

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3. Happy Customers Retain ALL our R+B Customers Support all User Groups (Regional / Product

Groups / User Group Executive) Keep close to our customers / resolve any

disputes Provide products, services and innovation to help

customers deliver their essential services4. Channel Shift & Automation

Citizen Access Ongoing Business Rates Rationalisation New Enforcement Regulations Enhance Landlord Portal Northgate Digital Services

5. Continue to Innovate

Speed of Processing Source : DWP

Speed of Processing

HousingSean Dalby

Sector Challenges

Supply / Demand for accommodation Need to understand the business

Financial Governance Asset Strategy Options Appraisal Customer Insight Business Insight

Digital Services Release resources Economies

Development Management / Feasibility Extended Services

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Our Objectives30

FY14 FY15 FY16

Customer Insight and Self Service

User Experienc

e

Customer Insight

• Early intervention• Tenant services• Income & debt mgt• Channel shift

Business Insight

• Housing Enterprise• Financials & HR• Business

Intelligence

Market Packages

• Tailored solutions to size of customer

• Enhanced deployment design

• Cloud delivery

Asset Management

• Integrated repairs• Asset planning• Component

accounting• Business

Intelligence

Cloud First (SaaS)

Deployment Design

BusinessIntelligence

Business Insight, Housing Enterprise & Asset Management

Continued 3rd Party

Alignment

Housing June 2015 - Housing v6.12

Customer Insight Housing Enterprise Bi-lingual facilities Review of Business Insight

November 2015 - Housing v6.13 Business Insight / Dashboards Housing Enterprise Self Serve UI enhancements Self Serve and Smart Apps Enhanced asset management

June 2016 - Housing v6.14 Housing Enterprise Business Insight Extended channel options Multi-agency working and data sharing Multi-market configurations

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Front Office Enterprise & Customer Insight June 2015 – Foe / CI v1.4

CI additional transactions for Housing CI / Housing Self Serve Integration MS CRM Platform version upgrade Prioritised enhancements

November 2015 - Foe / CI v1.5 CI transactions for Housing CI Campaign Management improvements CI review booking capability CI review self serve enhancements Prioritised enhancements

June 2016 - Foe / CI v1.6 CI – Mobile Access CI – Load Balancing CI – Social Media Prioritised enhancements

32

OHMS

Release 55 (April 2015) Mobilisation of COS Welfare Reform – DD registration via COS Web Services for DRS integration

Release 56 (October 2015) Mutual exchange enhancements Bedroom tax liability indicator via DOB assessment Customer Insight

Release 57 (April 2016) Extended Customer Insight Business Objects enhancements

Release 58 (October 2016) Anti-Fraud measure – sub-lets Partner Portal Business Objects enhancements

33

PARIS PaymentsChris Lord

Overview

Payments and Revenues Information System Payments

Multi-Channel Internet Telephone – mediated and self-serve (IVR) Counter Receipting

Fund / Reference Number validation Card payments (Debit and Credit) Cash Miscellaneous income File imports e.g. bank statements, bailiffs

Income Management File exports e.g. General Ledger, back-office systems Suspense Management Management reporting

PA-DSS compliant

35

Key Features

Supports Shared Service operations Partner organisations can take payments on

behalf of other partners Powerful and extensive integration capabilities

Sales integration a simple XML interface allowing 3rd party

applications to use PARIS to process internet payments e.g. Leisure bookings systems etc.

Host integration enables 3rd party application to use PARIS to capture

and process payments e.g. CRM solutions PARIS handles capturing card details, printing

receipts and interface with any Chip & PIN device Real Time Links

online two-way integration hugely successful in the collection of parking fines

36

Product Strategy

Input from Steering Group representing User Group

Direct strategic engagement with our larger and more progressive customers

Exploit our own in-depth domain and product experience

Learn from previous releases, identify improvement opportunities

Internal Product Panel Roadmap is simple tool for communicating

product direction and strategy

37

Product Development

Development approach Agile development leading to modular

functional releases made available throughout year Optional, switch activated, includes

Services One-off price per module

Release strategy Single mandatory full release each year (Nov)

Delivered by NPS Consultants Supports budgeting by LA De-support of previous releases Maintain PA-DSS compliance contributing to

your PCI-DSS compliance Patch release(s) where necessary i.e. defect

resolution

38

Product Roadmap39

Current Near Term Future

PayPal Integration

Browser Cash Payments

New / emerging payment methods

Wireless PED Payment Card Manager / e-

Wallets

Payment industry

accreditations / compliance

IVR VoIP / SIP Continuous Card Payments

New technologies / infrastructure

v3.0.3 Fund Manager New markets

pAypAge

Hosted IVR Service

CurrentModular functional releases and annual release on track for 2015

Near TermBased on current customer demand

FutureSubject to continuous review