Paul Wickens

Chief Executive, Enterprise Shared Services

Northern Ireland Civil Service

Paul Wickens18th June 2013

Digital First

Digital Transformation of Government Services in Northern Ireland

• 75% broadband take up in NI (UK average 72%).

• 92% use a mobile phone, of which almost a quarter have a smart phone.

• Use of social networking has doubled since 2008, with 47% now using these sites.

Ofcom, Communications Market Report 2011

However – only 43% interact online with Government

Why is online important?

Programme for Government

Priority 5: Delivering High Quality and

Efficient Public Services

“Improve online access to government services”

• Enhance departmental digital leadership• Improve digital capability at all levels• Redesign transactional services to meet a new Digital by Default (NI – Digital First)

service standard• Complete the transition to GOV.UK (NI – nidirect.gov.uk)• Accelerate adoption of digital services• Adopt a cross-government approach to support people who cannot use digital services

(NI – assisted digital)• Broaden the range of those tendering for digital services, attracting more SMEs• Deliver Digital by Default (NI – Digital First) services on top of a new suite of common

platforms• Address legislative barriers• Ensure that robust and consistent Management Information underpins service delivery• Take the opportunity offered by digital to improve broader engagement and policy-

making

UK Government Digital Strategy

Connected Government Services

OnlineTelephone Social Media

Smart Phones

SharedFace2Face

Channel Shift

Multi-channel contact services

Assisted Digital

In/Out boundMail Services

Payment Services

Fulfilment Services

Shared Services

Multi-channel contact services

• Research and insight into changing citizen behaviours and technology

• Citizen contact and channel shift strategies• Flexible and scalable resourcing models based on agent

productive hours• Inbound and outbound calls and campaigns• 24/7 services and out of hours coverage• Overflow and emergency response services• Assisted digital services (Multi-channel) • SMS, email, web-chat and social media• Online transactions and smart app development• Re-useable Find, Report, Apply, Book and Pay for it

components• Fulfilment Services such as in/out bound mail handing,

verification and validation services

Citizen Contact Services

Secure Payment Services

A new NI Direct Strategic Partnership to improve access to digital government services and accelerate channel shift

A New Partnership•Best of public and private sector•Access to a wider range of expertise and new capabilities•Local partners, BT, Deloitte and Asidua•Investment and innovation •Supports front and back office transformation

An Easy Citizen Experience•Citizen insight, research and shared learning•Channel shift advice and guidance•Improved access to government services•Tried and tested approaches•Common flexible platform

Value for Money•Shared platform and services•Reusable common components•Guaranteed cost savings•Benchmarked consultancy rates•Flexible payment mechanisms

Re-useable ComponentsA consistent multi-channel experience for citizens interacting with government. Agile and quick service development for participants including:•Report it•Apply for it•Book it•Pay for it•Find it •Tell us

In addition NI Direct has the ability to take-on debt recovery and other common citizen facing fulfilment services such as in/out bound mail handing, verification and validation services.

Digital First: When developing new services or new programmes, or reviewing existing services, Departments/Agencies must seek to ensure that digital online services / transactions are the primary means of interacting with citizens or businesses.

NI Direct Preferred: When Departments Agencies are developing or refreshing programmes involving online or telephone interaction with citizens or businesses services, there should be a presumption in favour of using the NI Direct programme unless the approved business case determines an alternative option

NI Direct Portal: Citizens must be able to use the NI Direct web portal to access all online services provided by Departments/Agencies, even if (exceptionally) such services are hosted elsewhere.

HOCS - PSG Directive

Working in Partnership

with you and your existing partners and

suppliers

A flexible end to end framework

integrated service delivery

models

Flexible payment

mechanisms including

outcome and transactional

Citizen Focus rapidly

increasing the range, quality and uptake of digital services

Providing Leadership

Component Exemplar Project

Pay it DFP Rates Payments, Debt recoveryGRO GeNI Project (and PRONI)

Book it

DEL Careers Service Appointment Bookings

Request it OFMDFM Social Investment Fund ApplicationsPRONI Document Ordering (and GRONI)

Report it DRD Roads Service FaultsDARD Front end to suite of agricultural processes

Find it Generic location go government services

Tell us Generic Departmental Consultations and Feedback

PfG – Programme for Government

Deliverables & Projects

Business Development Deliverables

• Stakeholder Engagement and Communication Plans

• NICS Citizen Contact Strategy

• 5yr Business Development Strategy

• Annual Department Business Plans

Business Development Support

EnvisioningEnvisioning

Scoping & feasibilityScoping & feasibility

Service Modelling

Service Modelling

Benefits & Business Cases

Benefits & Business Cases

Output based Statement of Requirements

Short interactive engagements designed to help organisations understand changing citizen behaviours, digital first initiatives, how this impacts their organisation and the services and capabilities that NI Direct can provide

An accelerated engagement that quickly analyses the business and technical aspects of your organisation’s current citizen services and the readiness for change. Feasibility testing and scoping of service areas, including an early understanding of the fit with NI Direct fit services and support capabilities

High level modelling of your organisation against NI Direct service delivery models to show roles and responsibilities and how services will work end to end, including people, process and technology aspects

Support for business case production including the identification of potential benefits arising from channel shift and service uptake

“These services are provided as part of the core shared service provision to all participants, to assist organisations

to scope, qualify and shape optimised service requirements”

Specialist Business and ICT Consultancy

• Project and Programme Management

• Market Research• Business Case Development• Benefits Management• Business Process Design• Strategy and Business

Planning• HR and Change Management• Organisation Design• Channel and Migration

Strategy• Communications and Training• Stakeholder Management• Business Continuity

Business Consulting• Transactional Toolkits• Hosting, configuration and

development• Software design and

development professionals• ICT security professionals• System Integration specialists • Data migration specialists• Emergent technology

specialists• Web and App design

specialists

Technical Consulting

ICT and Support Services

• Customer Relationship Management software

• Call transfer and routing• Workforce Management

software• Workflow and Case

Management• PCI-DSS Payment Engine• Interactive Voice Response

solutions• Call and screen activity

recording• MI and performance reporting• Data migration• NICS Information Assurance and

Security standards• Training and Communication

Services

ICT related Services• Hosting and managed services• Application Management• Monitoring and reviewing the

capacity of all hardware• Provision of professional,

experienced and technically skilled staff

• Provision of a helpdesk support function working collaboratively with IT Assist

• Provision of all appropriate technical refreshes

• Provision of software maintenance and upgrades

• Specified Service and Performance Levels.

Managed Services

Thank you