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

• 3rd 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)

1a Efficiency and effectiveness strategy - Thin and thick enablement

Approach to e-enablement

VisionMulti-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 2004

2“thin e-enablement” of services to

meet 2004 target

1Identify & define all

services

E-gov Strategy

1b Identify and define all services - 771 services identified across 5 Portfolios

Ref E-enabled yes/no Service Provided

IEG Transaction Type

Service UniPortfolio

1 yes Abandoned Cars - reporting of Apps for serviceEngSupported Living

2 yes Highway Trip Incidentsproviding information

EngRegeneration

3 yes Car Parks - Contract Car Park Passes apps for serviceEngRegeneration

4 yes Car Parks - Car Park Fines (Paying) collecting revenueEngRegeneration

5 yes Car Parks - Car Park Fines (Waiving) apps for serviceEngRegeneration

6 yes Car Parks - Car Park Charge & Location Detailsproviding information

EngRegeneration

7 yes Dead Animals - reporting & removal of apps for serviceEngRegeneration

8 yes Public enquiries re lost animals apps for serviceEngRegeneration

9 yes Drains - problem reporting/maintenance of apps for serviceEngRegeneration

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 Led Mediated / Supported

ServicesWeb Email Kiosks SMS IDTV S/Card CC OSS Resolution

Centre

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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