Balance Needs of a Changing Government The dual challenges of
IT in Local government Reduce cost and aid economic recovery.
Modernise government processes. Deliver services directly to
citizens. Create more jobs, and encourage and enable environmental
sustainability. Broaden access to technology. Consolidate redundant
investments. Facilitate transparency, accountability. Help ensure
interoperation with business systems. Deliver IT innovation.
Support political and business objectives Maximize impact of IT
with reduced budgets
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6 Improvement Citizen Services NI 179 Value for moneyX NI 14:
Avoidable contactX NI 185: (PSA 27) CO2 reductionX Metric Tonnes
Increase in First Call ResolutionX Human Resources FABRIC VfM - HR
Primary indicator 1X NI 179: Value for moneyX NI 185: (PSA 27) CO2
reductionX Metric Tonnes Finance FABRIC VfM - Finance Primary
indicator 1X NI 179: Value for moneyX NI 185: (PSA 27) CO2
reductionX Metric Tonnes Procurement FABRIC VfM - Procurement
Primary indicator 1X NI 179: Value for moneyX NI 185: (PSA 27) CO2
reductionX Metric Tonnes National Outcome and Indicator Set - NI
14: Avoidable contact Avoidable contacts FABRIC VfM - Primary
indicator 1: Cost effectiveness of the (specific business) function
as a % of Organisational Running Costs National Outcome and
Indicator Set - NI 179: Total net value of on-going cash-releasing
value for money gains that have impacted since the start of the
financial year National Outcome and Indicator Set - NI 185: (PSA
27) CO2 reduction from Local Authority operations
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7 Improvement Estates FABRIC VfM Estates Primary indicator 1X
NI 179: Value for moneyX NI 185: (PSA 27) CO2 reductionX Metric
Tonnes ICT FABRIC VfM - ICT Primary indicator 1X NI 179: Value for
moneyX NI 185: (PSA 27) CO2 reductionX Metric Tonnes FABRIC VfM -
Primary indicator 1: Cost effectiveness of the (specific business)
function as a % of Organisational Running Costs National Outcome
and Indicator Set - NI 179: Total net value of on-going
cash-releasing value for money gains that have impacted since the
start of the financial year National Outcome and Indicator Set - NI
185: (PSA 27) CO2 reduction from Local Authority operations
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Cost Avoidance from Not Hiring Additional Contact Centre Agents
with Dynamics CRM Not included due to investment in SAP Cost
Avoidance from Not Needing to Fill in Paper Job Sheets at the
Contact Centre with Dynamics CRM Not included due to investment in
SAP Reducing the Number of Avoidable Contacts with Dynamics CRM Not
included due to investment in SAP Improving the Number of Contact
Centre Calls Resolved at First Point of Contact with Dynamics CRM
Not included due to investment in SAP Travel Savings from
Electronically Generated Job Sheets with Dynamics CRM Not included
due to investment in SAP Server Virtualisation Savings with Windows
Server Not included due to investment in VMWARE Energy and Data
Centre Saving with with Windows Server Virtualisation Not included
due to investment in VMWARE
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Embrace the Cloud lower infrastructure costs, lower email cost,
move to opex v capex High availability, latest technology, scalable
(up and down) Compomise Replace expensive to manage best of breed
Software Reduce Duplication (Virtualisation, DB, BI, EDRM, Security
& A/V e-mail) Deploy Use what is already owned. Standardise
Standard desktop builds produce lowest cost desktop Virtualise:
Applications, Servers and Desktops Capitalise: Microsoft centrally
negotiated UK government licensing agreement PSA10 adapts for
changing business models (e.g. Cloud) Best price for Public Sector
guaranteed
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Appendix
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City of Edinburgh Council Works Towards Delivering Smart City
Vision with Infrastructure Optimisation Model In 2005, the City of
Edinburgh Council embarked on a service-led IT transformation
programme that resulted in a net benefit of around 5 million in
direct IT costs and a return on investment in just 14 months. The
total savings over five years are estimated at 6.4 million.
Evaluation through a Microsoft Infrastructure Optimisation Model
showed a better than expected reduction in cost of support of the
desktop estate of 32 per cent and reduction in cost of the servers
of 72 per cent. An actual reduction of 69 per cent in hardware
incidents has been achieved. Microsoft brought significant thought
leadership to the table in helping design and provide the necessary
support and assistance to make the programme a success. Choosing
Microsoft solutions as a core part of the new environment made it
significantly easier to deliver the improved user experience and
the level of integration required for the programme.. Andrew
Unsworth Head of E-Government The City of Edinburgh Council 15
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Council Cuts Carbon Footprint and Saves 4m With the help of
Microsoft, Wakefield will achieve more than 4 million in revenue
savings, which will ultimately be passed on to citizens in the
shape of citizen savings and more efficient services. Productivity
gains of 15 per cent have already been made in some services
through home working, with cashable savings of 81,000 a year in the
councils e-services unit alone. Flexible working is also helping
the council achieve environmental savings, having cut the amount of
petrol the local authority consumes and enabling Wakefield to save
127,000 annual commuting miles, reducing total carbon emissions by
35 tons per year. Worksmart is delivering real benefits for
citizens, employees, and the council. The integrated programme is
rationalising the councils property portfolio, improving staff
productivity, and providing a modern, fit-for- purpose workspace.
Michael OMalley, Systems and Technical Manager, Wakefield
Metropolitan District Council 16
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New Service Information System Helps City Council Deliver
Citizen-Centric Services Derby City Council set up a Contact Centre
for residents which connected them with a single call to over 600
city services, using Microsoft Dynamics and Microsoft BizTalk
Server 2006. Achieving an extremely efficient system upgrade in
just 2 days, the subsequent operational results have been even more
impressive: 160 hours saved annually on calls. 1,000 hours saved
annually on manual paper processing. 90 minutes saved weekly in
travel time for each officer, as well as savings in fuel costs.
Reduction in abandoned calls, with an answer rate of 88%. Valuable
business intelligence, with the ability to measure performance,
demonstrate efficiencies and continue improvements. By empowering
our Derby Direct agents to deal with most enquiries themselves,
BizTalk Server 2006, InfoPath 2003, and the other elements of our
architecture, ensure our specialist staff can concentrate their
efforts where they are most effective. David Gale Principal IT
Consultant Derby City Council 17
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City of London Uses Microsoft Dynamics CRM to treat royalty and
expand services to citizens The City of London decided to set up a
Contact Centre for citizens using Microsoft Dynamics CRM because it
was easy to configure and use, flexible, integrated seamlessly with
Microsoft Office. It also provided a consolidated profile of
customer interactions across departments, thus enabling much
improved management information. In the 2 nd year post
implementation: Over 200,000 calls were answered, including
switchboard. Over 96% of all contact centre calls were answered
personally by a contact centre agent 75% of contact centre calls
were resolved at the first point of contact (i.e. not passed on to
specialists) Over 80 service areas are now dealt with by the
Contact Centre Microsoft CRM has helped us to join up our services
across the organisation. It has also offered the flexible tool we
needed to run everything from the Contact Centre, to VIP event
planning, and elections data management. Susan Attard Deputy Town
Clerk City of London Corporation 18
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London Council Transforms Public Service Delivery, Saving
459,000 a Year London Borough of Brent, a council with the
third-lowest information and communications technology (ICT) costs
in London, wanted to maintain its cost reduction strategy while
improving staff productivity and collaboration. By deploying
Microsoft technologiesincluding Microsoft Office 2007the council is
giving its employees flexible and secure remote access to any
application from a broad range of devices and locations. It is also
improving security and protecting its data centre from unauthorised
access. The implementation is already helping to achieve estimated
cashable savings of at least 459,000 (U.S.$742,000) a year, on an
annual ICT budget of 7.5 million, and reduce carbon emissions by
4.46 tonnes a year. Our estimate for savings of 459,000 is highly
conservative and in addition there are many non-cashable benefits.
On Microsoft Office 2007 alone, we forecast that well have a return
on investment by year three of more than 42,000, while with a
competitor solution we would still be in deficit by 70,000 in year
three. Tony Ellis Head of IT London Borough of Brent 19
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City Government Uses Online Services for Messaging, Saves 40
Percent Annually The City decided to deploy the services included
in the Business Productivity Online Standard Suite. There were
immediate cost savings from not having to purchase any hardware or
to train staff to support the new e-mail and collaboration
services, and there will be ongoing cost savings in server
administration, software upgrades, and hardware replacements. All
of these provide total savings of approximately 40 percent
annually. The city also has the flexibility of choosing to deploy
individual services to different departments as needed, which has
reduced licensing costs for deskless workers. Not only did the city
reduce capital costs, but it also simplified IT budgeting since it
requires only a monthly subscription fee. With Microsoft Online
Services, we can achieve that goal of doing more with less. The
suite reduces IT costs while delivering more services than we could
provide on our own. Its a win all the way around. Gordon Peterson
Director of Information Technology, City of Carlsbad 20
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City of Miami Uses Windows 7 to Improve City Services With Less
Budget The City of Miami saw in Windows 7 the opportunity to
deliver significant benefits, even in an environment of scarce
staff and increasing demand for IT services. The city expects an
estimated return on investment (ROI) of 151% and internal rate of
return (IRR) of 78%, with payback in less than 15 months based on
direct IT labor savings alone. Benefits include direct IT
labor-cost savings estimated at U.S.$89/PC/year, made possible by
automated deployment, enhanced security, and desktop management
tools. When power savings are included, the business case is even
more compelling, with an estimated net present value (NPV) of $250/
PC during a 3- year cash-flow period and a payback period of
approximately 9 months. Now, when every budget dollar counts, we
can deliver higher levels of service at lower costs. Doing more
with less is a compelling way to assure citizens that tax revenue
is being spent wisely. Peter W. Korinis Chief Information Officer
City of Miami 21