1. www.esd-toolkit.org supported by a local government initiative sharing nationally to improve services locally key messages national challenges – local solutions

2. supported by sharing nationally to improve services locally a local government initiative key messages CLG Cabinet Office LGA Audit Commission Local priorities Stop the talking and start the walking…

3. supported by sharing nationally to improve services locally a local government initiative CLG - future directions post CSR07 devolved lighter touch direction from central government key role for RIEPs and practitioner communities such as esd-toolkit strong emphasis on partnership working citizen focused service design and delivery continued importance of efficiency agenda reduced burden of performance indicators better use of digital technologies drawing on the experiences of the digital challenge programme - digital inclusion

4. supported by sharing nationally to improve services locally a local government initiative PI exchange facilitating the collection and sharing of the 200 PI set for all Las –standards in data sharing –the role of constrained lists (vocabularies) –system to system data interchange through xml to support independence between software applications and data –support services, guidance material and communities to respond to this important new evidence collection.

5. supported by sharing nationally to improve services locally a local government initiative PI exchange supporting projects at Hampshire CC and at the South West Regional Observatory pilot performance indicator exchange initiative (PIE) in north west Local Information Systems initiative deploying the esd-toolkit engagement tools to support user understanding and take up

6. supported by sharing nationally to improve services locally a local government initiative Cabinet office Sarah Fogden, Assistant Director, Cabinet Office Delivery and Transformation Group Transformational Government - Enabled by Technology –Customer Centricity Use customer insight Design services properly Shared Services –Explore Opportunities to partner-up –As well as technology

7. supported by sharing nationally to improve services locally a local government initiative Professionalism –Be part of the business –Be aware of wider opportunities ‘Strong and Prosperous Communities’ –Responsive services and empowering communities –Local Empowerment –Choice and control –Participation

8. supported by sharing nationally to improve services locally a local government initiative Efficiencies Channel Migration Value for Money Collaboration Technology

9. supported by sharing nationally to improve services locally a local government initiative Varney – Better Services Services grouped around common service themes Users engaged more fully in service design and delivery Further improving and coordinating operation of government e-services contact centres and face-to-face services Robust and cross-government identity management system Data sharing within and between central and local government Cross government estate strategy

10. supported by sharing nationally to improve services locally a local government initiative Cabinet office services transformation team customer insight forum service design channel strategy policy and delivery – organisational culture frontline staff engagement best practice and case studies PSA 16 – better for customer, better for staff and better for the taxpayer

11. supported by sharing nationally to improve services locally a local government initiative Key elements key elements of service transformation ease citizen and business access to public services – simpler, streamlined, accessible and appropriate processes and channels fostering employee empowerment and involvement better value for money – less wasted time, less multiple contacts and clearer signposting to information and services

12. supported by sharing nationally to improve services locally a local government initiative cross government priorities key cross government priorities: –service delivery around common service ‘themes’ –users engaged in future service design –further improvements to eService delivery, contact centres, face-to-face services and ‘ease of access’ “tell us once” project customer insight forum potential for local government engagement within the esd- toolkit, projects addressing: –service design –channel strategies –policy and delivery –front line staff engagement

13. supported by sharing nationally to improve services locally a local government initiative E - delivery team meeting sustainable targets by innovative technology and by innovative thinking, service design and delivery’ challenge of governent agenda building an infrastructure for transformation harnessing new technologies to realise efficiencies – invest to save on-line id management and online services – ‘reducing the amount of government is a target’ better stakeholder management and working with others in the public sector real partnering and community engagement learning and encouraging best practice to meet ‘environmental’ challenges

14. supported by sharing nationally to improve services locally a local government initiative Government Gateway EDT – custodian of Government Gateway in particular with regard to: ID management – identification and verification shared services service delivery as per Varney transformational government

15. supported by sharing nationally to improve services locally a local government initiative Role of EDT in GG formal partnering process to deliver a framework to work with suppliers to deliver key pieces of work within the government agenda – Government Gateway Alliance Progamme Pan Governement Innovation Partnership public sector network group to develop a cross governement approach to managing innovation innovation centre dedicated themed open days and workshops and supplier presentation days

16. supported by sharing nationally to improve services locally a local government initiative GG is a success success – already a large on-line community – individuals and businesses 20 million on-line forms send to govt 125 on-line forms GG already spans 61 public sector services from HMRC to West Midlands Fire Service

17. supported by sharing nationally to improve services locally a local government initiative More from EDT David Thickett – Business Relationship Manager Transformation – make change in nature, form appearance. Means citizen centric Business process improvement Silo independent Sharing services - who, what, how – can we and do we want to? Performance – improved capabilities Improvement- an action to make better Change – to make different – it should be ongoing and LAs are used to it Varney – customer focused services Shared services basis for delivery Professionalism in IT enabling change

18. supported by sharing nationally to improve services locally a local government initiative EDT + esd-toolkit Value of Toolkit Service list and standards Understanding services Understanding customers Community Gather real time service data and info once and use many times

19. supported by sharing nationally to improve services locally a local government initiative Local Government Delivery Council new leadership for t-gov and CSR07 role is to provide: strategic leadership on behalf of local govt to act as a stimulas for practical activity to provide strategic links with RIPs and RCEs and others act as a collective voice for local government and its stakeholders principal, interface between central and local government on t-gov agenda mechanism by which progress on the implementation of PSA16 and other transformation outcomes and targets will be monitored and evaluated

20. supported by sharing nationally to improve services locally a local government initiative PSA16 CS Chartermark PSA 16 – Service Transformation Delivery Agreement – A new indicator to focus on ‘ a measurable improvement in customer experience’ Standard has 5 key criteria Customer insight Culture of organisation Information and access Delivery Timeliness and quality of service Suggested toolkit as a support to address these new challenges.

21. www.esd-toolkit.org supported by a local government initiative sharing nationally to improve services locally