Liverpool City Council From Seaport to E-port

Liverpool City Council Population of 450,000 people – Largest of five Councils on Merseyside Declining population which has been stopped by the regeneration of the city 3 rd most deprived district in England with 29 out of 33 ????? being amongst the bottom 25% Traditional business came from being a port. Today, the economy is diverse retail, health, manufacturing services and education. Regeneration of the City with: £800 million Paradise Street Retail development Arena development at Kings Dock 3 new business parks to generate 5000 new jobs Cruise Liner Terminal UNESCO World Heritage status 2008 European Capital of Culture

Liverpool Direct Structure Joint Venture Company between BT and LCC (80:20) Commenced Business on 13 July 2001 Operated 4 LCC directorates – ICT, Call Centre, HR & Payroll and Revenues & Benefits Service 750 LCC Staff seconded to LDL (approx 30 BT staff) Contract Value of £350 million over 10 years with a £55 million investment from BT Governance through LDL Board (4 BT & 1 LCC director) Operational management through CEO (LCC Executive Director) & Management Team (5 BT & 3 LCC)

1aEfficiency and effectiveness strategy - Thin and thick enablement Approach to e-enablement Vision Multi-access channel electronic service delivery delivered through replicatable solutions and underpinned by automated and joined up back office business processes 3 thick e-enablement of services through deployment of e- enablement engine to expand electronic service delivery post thin e-enablement of services to meet 2004 target 1 Identify & define all services

E-gov Strategy 1bIdentify and define all services services identified across 5 Portfolios

E-Enablement Engine Core Components Corporate Workflow Customer & Property Database Management system e-Forms Generator Authentication (internal & external) Corporate Appointments system e-Payments e-Procurement Content Management System

Benefits Cost Leveraging technology Meet IEG Targets Maximise common components Minimise duplication of development Maximise e-enablement opportunities Service Improvement Provide improved access to Council services Increasing efficiencies in delivery processes Work together – common strategy An holistic approach Dynamic delivery approach

Where are we now? Thin e-enablement efficient – 100% delivered by December 2004 Thick e-enablement/effective - Focus on deployment, where efficiencies maximised and high volumes - Corporate Workflow – delivered in Revenues and Benefits, next deployment supported living - Customer and Property – Development of GIS - Eform generator – complete (N.B This has w/f so can be send to recipient) - Corporate appointments – complete - E-pay– in implementation phase - E-proc – interim complete (catalogue) Full solution start April 05 with financials system - Content Management- Complete Tridion

Customer Contact Self Service – Internet LedMediated / Supported Services Web KiosksSMSIDTVS/CardCCOSS Resolution Centre Thick e-enablement supporting this

The customer - the only reason we are here First point of contact resolution Support for people by people Self service access to corporate services Active citizens/strong communities Delivering a real & lasting change