This document is also available in pdf format (1069k)
e-Government
What is e-Government?
"Better government to make life better for people"
"In the future all government will be e-government"
Modernising Government White Paper 1999 p1
- Greater Choice
- More Convenience
- Faster, More Efficient and Better Quality in the Delivery of Services
- Modernising What We Do
Why e-Government?
Modernising Government White Paper (1999) Four Key Commitments:
- Better Policy Making
- Responsive Public Services
- Improved Quality Public Services
- Information Age Government
Planting the seed
The story so far
MGF1 - Planting the seeds ( 2000 - 2002 )
- Providing a challenge to Councils to transform services
- Supporting innovation
- £26m to support 36 projects
- Combining into natural project groups
- Benefits realised only with an improvement of business processes
- Establish and share best practice
Lessons Learned from MGF1
- Highlighted a common set of issues and problems
- Highlighted that we need protocols across Scotland
- Highlighted that we need national guidelines
- Identified efficiency savings
Efficient government process started long before the recent announcement
Working Together
The story so far
MGF2 - Working Together ( 2003 - 2004 )
- Building on MGF1 benefits to improve the customers' experiences
- Widening the scope and the partnerships
- Developing national programmes for roll out across Scotland
- £39.5m to support key themes -
- CRM/Citizen Account -22 councils
- DNA-Scotland - 32 councils
- Smartcard - 11 councils
- Dialogue Youth - 32 councils
- eCare - 12 NHS health boards and associated trusts
Achievements
Achievements - Smartcard
- A framework and strategy for smartcards
- 110,000 cards issued - Target 500,000 cards
- Joining up of library, leisure, schools and transport services with a single card
- Young Scot and Proof of Age branding
- Sharing knowledge and methods
- i.e. Joint development of requirements and software procurement
Achievements- DNA- Scotland
- Focusing on delivery of 32 gazetteers
- 19 councils finish "First Cut" by March 2005 (72 % of Scottish Addresses )
- 24 councils by June 2005 (86% of Scottish Addresses)
- Completion of five work packages
- Assessors' information available through Assessors Portal
- Recognised for best practice, organisation and innovation
Achievements - CRM/ CA
- Production of National Infrastructure business case based on business user requirements identified by councils themselves
- Drafted CA schema and completed UCRN appraisal
- Data source identified for Citizen account
- 26 councils committed to CRM model
- BPR - active group sharing
- Change management - developed action pack
- Built on Back Office Integration work done by "early adopters"
- Influenced new product developments
Integrating the components
The story so far
MGF3 (Customer First) - integrating the components
"The failure of many efforts result from making repeated mistakes or inability to learn from experience" (David Kolb)
- Learning from experience
- Developing the linkages and dependencies across the component parts of the programmes
- Recognising that customers don't need to know what the components are of a joined-up service
- Further £34.55m from the Executive to 2007
- Total MGF funding of £103.95m since April 2000
Customer First Strategy
Strategy
- Jointly developed by councils and the Scottish Executive
- Common local models within a national infrastructure
- Redesign business processes around customers' needs
- Give front-line staff access to relevant information
- Enable recurring annual savings of £56m through efficiencies
The key components
The programmes that will deliver the strategy and the ' glue' that joins them together
- National Infrastructure / Citizen Account
- Definitive National Addressing for Scotland ( DNA-Scotland)
Together providing the backbone of the Customer First Programme
- Customer Relationship Management ( CRM)
- Entitlement Card
- Relationships
Support
Celebrating Commitment
- Councils and the Executive have committed resources and financial support of approx £125m
- Councils leading programmes and contributing to themes
- Assessors and the NHS providing wider public sector involvement
- Direction from the Executive key to set policy, standards, frameworks and protocols
- Councils are key to long-term sustainability
- Integrating components creates opportunity to support a wider range of services
Imagine the Future
Imagine the Future 1
- Mr Smith's company have transferred him from Cornwall to their Headquarters Office in Perth
- The family (Mr & Mrs Smith) and their 14 year old son (David) and 11 year old daughter (Anne) have decided to relocate
- Mrs Smith's parents live in West Lothian
Imagine the Future 2
- A year later Mrs Smith's father takes seriously ill and dies.
- Mrs Smith and her mother decide that she should sell the house in Linlithgow and move in with them in Perth.
Imagine the Future 3
- Maria Jones is an 18 year old student who has decided to go to St Andrews University to study medicine.
- In order to keep the accommodation costs down she is going to stay with her grandmother in her council house.