The Future of Digital Public Service25 September 2014

@Adapt2Digital@StaffsCIO @StaffsDL

#SCCDigitalSummit

Staffordshire Context

• More Commissioning

• Local partners delivering

• Communities increasingly important

• Public expectations

• Organisations working in a digital way

What is Digital?

It’s about culture, not technology

• iPad only 4 years old

• What about the digital divide?

• In 2014 84.3% (573,000) of people in Staffordshire over 16 used the internet

• How about the other 15.7%!!

• Adaptive Staffordshire

Who is responsible?

You, me, everyone

Innovation in public sector

Evolution

Sea of technology change

Technology

Audience

Business

Volume

Time

1900 1960 1990 2000 2014

Big gap

Huge gap

“We have the good fortune of a large, inventive team and a patient, pioneering,

customer-obsessed culture – great innovations, large and small, are happening everyday on behalf of

customers, and at all levels throughout the company. This decentralized

distribution of invention throughout the company – not limited to the

company’s senior leaders – is the only way to get robust, high-throughput

innovation. What we’re doing is challenging and fun – we get to work in

the future.” Jeff Bezos

Masters of Real time social media

70%

77%23%

30%

“The need to transform was urgent for us as a business”

• Define what digital means for you, your business and your customer

• Understand your customer and don’t take your foot off the peddle!

• Become more adaptive

Improving Resident Contact• In Staffordshire, residents have told us

they want to have more choice with how they engage with us and to be able to access us in a variety of ways, with minimum fuss.

Mobile Share in the UK

• Mobile (tablet and smartphone) share of UK traffic increased from 22.8% to 37% in 2013

• UK consumers are far ahead of Europe in terms of using smartphones for online shopping.

• Out of 18 European countries surveyed, the UK has the highest percentage of people who make a monthly purchase on their smartphones, with 32%. This is compared to just 8% in France, 15% in Germany and 19% in Sweden.

Twitter Users• In Twitter's short history:

• 5,000 tweets per day in 2007

• 500,000,000 tweets per day in 2013

• The intermediate steps were 300,000 tweets per day in 2008, 2.5 million tweets per day in 2009, 35 million tweets per day in 2010, [2] 200 million tweets per day in 2011, and 340 million tweets per day when Twitter celebrated its sixth year on March 21, 2012.

Using Social Media as a Channel• Through Social Media and other channels

a campaign was created to signpost residents to report potholes in the area.

• Results showed a 79% increase in new visitors to our report it webpage which resulted in a 12% drop in calls as direct result of our social media campaign.

Social Media Approach

• Responsive• Focus on Customer Queries and Comments

• Use Customer Insight to Shape Service Delivery

• Engaging• Direct Contact

• Build a Relationship of Trust

• Consistent• Advice and guidance on services provided

• Turn negative comments into positive outcomes

Responsive

Engaging

Reducing Costs

• Telephony Reduced by 154,000 through Channel Shift (2012 – 2014) that includes Social Media, Online Transactions and Mobile Technology.

• SOCITM Cost Per Telephone Transaction £2.90

• Telephony Savings £446,600

• Web / Mobile Channel has increased by 544,000 transactions (2012 – 2014)

A joined up approach to Customer Access

• Doing good stuff• No apology necessary• It’s not about technology it’s about culture• Everyone owns it, but the customer is in control• Adaptive businesses keep pace• You can start change today

@Adapt2Digital@StaffsCIO @StaffsDL

#SCCDigitalSummit

@Adapt2Digital@StaffsCIO @StaffsDL

#SCCDigitalSummit