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e-Government A Local Authority response The Life Events Access Project

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1 e-Government A Local Authority response The Life Events Access Project
Alan Davies: National Programme Manager “Creating e-Citizens: Developing Public Library Websites for 2005” Public Library Web Managers Workshop 6 November 2002

2 Lewisham - demographics
Lewisham is the 3rd largest London borough in terms of population and area population*: 247,141 area: 3,473 hectares ethnicity*: - white 68% - black 24% unemployment: 14% one-parent families: 7% deprivation index: 11/366 home internet access: 55% Lewisham is primarily a residential suburb, and has the largest outflow of working population in London * GLA 2002 © Life Events Access Project

3 London Borough Councils
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e-Government The use of ICT (internet) to deliver customer-centric public services It affects the authority’s dealings with citizens, businesses, and other public agencies as well as internal business processes and employees Driven by the need for government to: cut costs and improve efficiency meet citizen expectations and improve citizen relationships facilitate economic development © Life Events Access Project

5 e-Government and Services
Pressure to save money whilst maintaining or even increasing the level of customer services Services delivered by the internet greatly reduce the costs of processing transactions Online transactions can streamline processes whilst reducing human interaction Vertical “stove pipe” delivery mechanisms are outdated, need to cut across the underlying structures, requiring horizontal “joined-up” delivery mechanisms © Life Events Access Project

6 e-Government meeting public needs
As citizens become more internet aware and gain experience and confidence of private sector online services, they will become less tolerant of poor, impersonal services in the public sector In the digital age public services need to be available instantly, accessible 24x7, from home or work It’s about making the transition from the industrial society to the emerging information society Poor web-sites will not suffice, remember that private sector customers are also our customers © Life Events Access Project

7 e-Business plan for local government
Need to establish our own vision to deliver quality, cost effective customer-centric public services Explore ways to deliver an integrated approach to service delivery Change the mindset to customer focused services Put access to all services online Ensure easy access to online information, 24x7 irrespective of location Re-skill employees to become knowledge workers Benefits of partnership, adopt appropriate private sector techniques Remove barriers and lead by example (e-payments/e-procurement) © Life Events Access Project

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The LEAP response Think Big The vision and plan Start Small (Pilots) Limit risk and high-profile disasters Allow for greater innovation and realisation of faster results Scale Fast As soon as process is proven then scale-up to online service New services to be added constantly until there is full e-government © Life Events Access Project

9 The Life Events Access Project
Partnership LEAP is a partnership of 5 local authorities Funded by: ISB 2 from the DTLR of £1.2m In-kind funding from 5 partners totalling £800k Develop e-Access to services Underlying “leaf” level processes identified and mapped Ukonline and “life events” LEAP has wherever possible used individual life episode titles © Life Events Access Project

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Life events “mapped” Leaving School Lewisham Changing Employment Status Lewisham Dealing with Crime Lewisham Starting School Camden Starting a Business Camden Moving Home Newcastle Becoming a Carer Lambeth Becoming Disabled Lambeth Having a Baby Ealing Retirement Ealing Bereavement Ealing © Life Events Access Project

11 LEAP - Approach Identify Services and Life Events Knowledge Maps
effort agree Develop work programme to cover agreed areas allocate allocate allocate Partners map processes and Life Event added value links Partners map processes and Life Event added value links Partners map processes and Life Event added value links produce produce produce Knowledge Maps Including Life Events’ processes deposited in a web based repository value Whole range of service process maps available to all partners Migrated to Knowledge management tool Customer Interface e.g. call centre e.g. One Stop Shops e.g. Kiosks,internet e.g. Video Conferencing © Life Events Access Project

12 Lewisham’s pilot channels & services
Internet Customer Middleware Directorates Generic Regeneration Resources Education & Culture Social Care & Health Workflow Content Management System DIP GIS Fax/ CBR MIS Mail Intranet Address SW Data Warehouse Kiosk Mail/Fax Other One Stop Shop Call Centre Digital/ cable TV Telly Talk Minicom Contact Management & Customer Relationship Management Citizen Consumer Taxpayer © Life Events Access Project

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Standards Project Management standards All project managers trained in Lewisham’s standard for project management Mapping standards Selection of an inexpensive, reliable, simple to use, non application dependant mapping tool - VISIO 2000 Taxonomy of processes Development of an hierarchical list of customer centric processes - CUPID © Life Events Access Project

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The purpose of standards Why not simply divide the life events between partners and collect information on services needed for each? The work produced by one partner needed to be shared by the others. This was difficult because... Many services fall into numerous life events Services were found to be a collection of processes - often grouped differently by each authority We often name our services/processes differently © Life Events Access Project

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Process naming standards We needed to clearly identify and ‘catalogue’ processes whilst still acknowledging our differences, to do this we needed: An Hierarchical Process List (CUPID) Alternative Names Database A Naming Standard (Present participle verbs, using ‘ing’) To take frequently asked questions into account © Life Events Access Project

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The LEAP Process Naming Standard FAQ Grouping Help at Home Getting help for people aged over 65 Applying for help Making a referral for help Asking for extra help or a change in help Getting help for carers of people aged over 65 Getting help for people who are visually impaired Registering as blind or visually impaired Getting a new card for a person who is blind or visually impaired Getting help with rehabilitation Getting a functional assessment Finding out what equipment is available and where to get the equipment Making an appointment to visit the resource centre Getting literature/reading material Finding out about financial help for people who are visually impaired Finding out about benefits Finding out about tax benefits Finding out about a TV licence discount for people who are registered blind Finding out about the free directory service Branch Process Sub- Branch Process Leaf Level Processes © Life Events Access Project

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LEAP Standard © Life Events Access Project

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LEAP and virtual services I can type anything here Through the user interface the knowledge can be searched by; Service Useful Grouping Life Event Natural Language Search © Life Events Access Project

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Searching by description This example shows a tightly defined description “Apply for free school meals”. With this search description the user can be taken directly to the desired process. The user is given the choice of the leaf level processes related to their enquiry. © Life Events Access Project

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Searching the knowledge Questions continue to be asked until the user is directed to the appropriate solution. Solutions include information, an application form or a booking. In this example multiple questions are posed, the user selects those that apply. At any point the user can go back and re-answer any question they choose. © Life Events Access Project

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Searching the knowledge Supporting information can be provided for the user to help them answer the question. Supporting information can also be a link to an internal or external web resource. © Life Events Access Project

22 An example of a suggested solution.
Searching the knowledge At the end of a transaction the user can also be offered other related processes. At the end of the transaction the user is presented with links to suggested solutions. The user can provide feedback on each process. This information can be used for improvement and development. An example of a suggested solution. © Life Events Access Project

23 Searching the knowledge by life events
There are a number of different ways that the knowledge can be searched or navigated. This search shows the user accessing the knowledge through the life events menu. This navigation method shows there are a number of different processes that will be relevant to the users search. The user then selects the processes they are interested in. © Life Events Access Project

24 Searching the knowledge by organisational hierarchy
Processes can also be searched by organisational hierarchy. © Life Events Access Project

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Processes can also be searched by useful groupings. © Life Events Access Project

26 Searching the knowledge
At the end of a transaction the user can choose to continue to explore other processes. The application will not present the user with questions that it has already asked. For example, this user has already navigated through information regarding a free school meals application, and now wishes to apply for help with school clothing. The user is not asked questions regarding income or where they live as these questions have already been asked in the previous transaction. Only additional questions are asked. © Life Events Access Project

27 Applying for a “blue badge”
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38 LEAP and virtual services
Each process is represented once but can be referenced many times to provide: access by service access by life event access by useful grouping Future virtual groupings can readily be added as and when needed © Life Events Access Project

39 Conclusions: what next?
Selection and development of a suitable enhanced CBR knowledge system Implementation of an integrated CRM system Implementation of a robust customer authentication system Ensure metadata standards within web front-end to enable navigation between sites Explore further partnerships e.g. private sector, via ODPM/Office of e-Envoy etc, to develop XML schemas, e-forms etc. enabling customer access to services © Life Events Access Project

40 LEAP - Further Information
Visit the LEAP Website Contact Alan Davies National Programme Manager eGovernment Division London Borough of Lewisham tel: © Life Events Access Project

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