Copyright © 2013 Tata Consultancy Services Limited iCity – A New Model for Local Services Local Government Summit 13 -14 May 2014

Copyright © 2013 Tata Consultancy Services Limited

iCity – A New Model for Local ServicesLocal Government Summit 13 -14 May 2014

iCity – A New Model for Local ServicesTCS Public

iCity – A New Model for Local Services

Challenges Faced by Local Government in 2014

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The Question for local government is how to respond to these challenges whilst also securing improved services, protecting the citizen and democracy.

Source: DCLG Priorities 2012-2013

Economic Growth Troubled Families

Strong United, Communities

Value for Money

More Homes



Local Government is Operating in an Era of Digital Disruption

Speed and Reach of Business

Product / Services

Alternatives

Technology Savvy

Customers

New Market

Entrants

Emerging Markets

Real-time Access to

Information

Complex Business

Relationships

Power Shift to

Individuals

High Customer

Expectations

Price Transparency

Lack of Specialisation

Societal Shift in

Behaviors

Consumerisation of IT

Eroding Barriers of

Entry

Rapid Commoditisation

Technology Savvy

Employees

Hitting the Efficiency

Wall

Mobile

Cloud

Social

Big Data



TCS and Singapore Management University

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The Singapore Management University and TCS iCity Lab is a joint initiative which lays the foundation for the research and development of cloud-based

IT solutions for intelligent cities worldwide



iCity Lab Areas of Study

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City Services • Citizen and Business Services (G2C &

G2B) – Interactive Kiosks • Healthcare and Education Platform • Intelligent Transportation Solutions –

B2B Exchange, Traffic & Vehicle Tracking

• Safety & Security Facilitation – Biometric enabled citizen services

• Intelligent & Green Energy Systems and Buildings Management

• Cloud based business solutions for city based Small and Medium Businesses

• Shared Services (SaaS) • City Performance Management

R&D and Technologies • Cloud Platform • Virtual Reality • Graphic Information Systems (GIS) • Internet of Things (IOT) • Sensor Networks • Data Management • Data & Decision Analytics • Security and Privacy • Governance & Compliance • Economic and Business Models

For more information about SMU-TCS iCity Lab, please visit www.icitylab.com.



iCity Lab has Identified some Global Mega Trends

Urbanisation: More than 80% of the British population now lives in urban areas. (www.bbc.co.uk)

Aging Population: 10 million people in the UK are over 65 years old. The latest projections are for 5½ million more elderly people in 20 years time and the number will have nearly doubled to around 19 million by 2050. (www.parliament.co.uk)

Chronic disease management: In the UK chronic disease is predicted to account for 85% of all deaths in the next ten years (WHO)

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We believe technology can help in providing answers that will help address these Mega Trends



TCS Experience in Emerging Markets and our Research with SMU Suggests a Way Forward

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How Might Digitally Led Service Delivery Look?

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The Council citizen platform becomes the digital utility for The City



Interaction will Vary According to Citizen Needs

The Citizen Customer will expect to be empowered to make individual decisions about how they receive state support and services, where they procure those services and how much they are prepared to invest of their personalised budget in order to receive them

The Corporate Citizen will need access to on demand 360 information and data relating to the target citizen / client groups. Public services are unlikely to be delivered directly by the responsible body, rather commissioned through an electronic marketplace from local or specialist providers in the world market

Members and Officers will interact in a digitally enabled way, providing governance and oversight for the council services, using real time information to evaluate the performance of local services with reduced time taken for local decision making and greater access to citizens



TCS Customer Enterprise Framework

Source: GCP


Approaches to Digital Maturity

ENTERPRISE WIDE VALUE

DIG

ITA

L I

NV

ES

TM

EN

T

DENIAL

DIVERSIFIED DIRECTED

DETACHED

Digital Maturity

Digital Marketing

Process Orchestratio

n

Effective Innovation

Process

Real-time insight from

Rich, Dynamic

data

Cross-Functional

Collaboration

Intuitive, on-the-go Access

Straight Through

Processing

Innovation Partnerships

Dynamic, plug-and-

play Sourcing

Decentralized Decision-

making

Channel Consistency

Operational Perf

Monitoring

Customer Co-creation

Flexible Infrastructur

e & Architecture

Test, Learn and Share Culture

Customer Profiling

Componentized Product

Model

Fully Integrated

Digital Services

Third Party Integration

Steering of a Flexible

Organization

Personalized Offerings

and Pricing

Digital Security &

Privacy

Customer Centricity

Operational Excellence

Innovation ITEmployee Culture

Minimal digital investment

Consider other area to be higher priorities

Conserve existing structures and solutions

Detached

Broad spending

Wide range of (experimental) digital projects

Early gains albeit not always coordinated

Diversified

Focused on what is wanted

Customer-centric enriched experience

Omnichannel services based on insights

and scaleability

Empowered staff that drive operational

efficiencies and optimise revenue generation

Directed


TCS Digital Maturity Capabilities Framework

1 Visioning & Scoping

Collect: Research business opportunities

and technology drivers

Evaluate: Validate the collection of initiatives against the corporate

strategy

Prioritise: Define Readiness and

Approach

2 Explore Digital Maturity

Reference: Explore the Capabilities

intended to create impact

Observe: Focus on distinctive advantages of alternative services

Decide: See which factors you should eliminate, create or

change

3 Derive action plans

Evaluate: Top initiatives for each of

six dimensions of Enterprise

Package: Derive action plans per

initiative

Review: With all stakeholders to refine

the prioritisations

4 Determine Roadmap

Roadmap: Top initiatives will be

placed alongside the needed capabilities

Prioritise: Groupingof critical initiatives to indicate the need for

action

Transform OptimiseEnvision Transform



The Council Cannot Make this Happen Alone – New and Trusted Partners will be Needed

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TCS is keen to work with local government in the UK to build on their progress towards the creation of smart technology enabled cities.

3rd Sector

Local Government

Social Enterprise

Transport Providers

Retail and Commercial

Broadband/ Infrastructure

Supplier

EmergencyServices

Thank You

Gerard O’Connell

Business Development Manager

TCS Public Sector

Tata Consultancy Services

Cell:- +44 7834 613364

[email protected]

http://info.tcs.com/LGhome.html

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Copyright © 2013 Tata Consultancy Services Limited iCity – A New Model for Local Services Local Government Summit 13 -14 May 2014