NCC Powerpoint Template - …committeedocs.northumberland.gov.uk/MeetingDocs/7129_M980.pdf · Deliver: A group of NCC staff are now accredited to design, develop and deliver online

www.northumberland.gov.uk

Copyright 2009 Northumberland County Council

Digital Northumberland The people who are delivering your digital strategy

08.05.2014 (v7)



Contents

Statement Of Commitment and Ambition 3

What Is Digital Northumberland? 4

Five Corporate Objectives 5

Five Values To Deliver The Objectives 6

Making It Happen…. 12

Innovation To Date 13

Appendix 1: Top Deliverables 15

Our Partners 16

2



Northumberland County Council seeks to make the most of

digital opportunities in the way we design and deliver our

services. Helping to ensure that everyone who wants to, can

benefit.

Northumberland can offer businesses a skilled workforce, land

development opportunities, a developing information technology

infrastructure and strategic transport connections.

Our aim is to build on our existing assets to create a robust

digital infrastructure in Northumberland. This foundation will not

only bring communities together, but will enable a climate which

supports investment and growth.

The Digital Strategy will serve communities and businesses

across a diverse county. Northumberland is the largest unitary

authority by geographic coverage with a land area of 1,960

square miles and is also the most sparsely populated in

England with only 63 people per square kilometre. Home to

around 316,000 people, Northumberland remains largely rural,

with no settlements being home to more than 40,000 residents.

Nearly half the county’s population is concentrated in industrial

and urban South-East Northumberland. With the exception of

Berwick-upon-Tweed, on the Scottish border, most of the other

principal settlements lie in an expanding commuter zone north

and west of the Newcastle conurbation whilst also serving large

rural areas. As such, Northumberland’s size and diversity

presents significant challenges but also opportunities for

delivering growth through digital services and infrastructure.

Statement of Commitment and Ambition

David Ledger

Deputy Leader of the Council

[email protected]

This strategy recognises the importance of a digital

infrastructure in Northumberland that supports

broadband, electronic services, digital access and

skills.

It describes the opportunities which digital

infrastructure can provide in connecting our

communities, enhancing businesses and supporting

economic growth.

3

mailto:[email protected]



What Is Digital Northumberland?

Digital Wellbeing and Communities

increasing digital Inclusion

Public, private and voluntary sectors need

to work together to meet the growing

agenda to get people online.

Whilst there has been extensive progress,

many people remain digitally excluded and

this has a negative impact on their equality

of opportunities.

We need to continue the progress of the

digital infrastructure and promote

Northumberland as the place to do

business.

Therefore with an ambitious programme

we can make faster progress in

overcoming the barriers and maximise the

benefits of a strong digital infrastructure in

Northumberland.

Modern public

services – developing

more efficient, simpler,

faster and joined-up

electronic services,

designed around the

customer

Digital Places and

Growth – improving

Northumberland

economy

4



Digital Places

• Our aim is to be the best connected rural county in the UK, founded on strong digital infrastructure of appropriate fibre, wireless and satellite products.

• To achieve this, we will enable a robust network to all parts of the county, deliver fibre broadband to 95% by March 2016.

• British Telecom will deliver a minimum of 2Mbps to all premises within the county.

Digital Growth

• Our aim is to create a thriving economy where businesses can access the digital infrastructure they need and are supported to maximise the opportunities available to them.

• To achieve this, we will increase levels of broadband take up and deliver comprehensive digital business support.

Digital Organisation

• Our aim is to transform working practices and become a truly digital organisation, able to respond to emerging needs and expectations of our customers, partners and neighbours.

• To achieve this, we will maximise channel shift to digital transactions, improve civic engagement via digital methods and promote agile working.

Digital Communities

• Our aim is to support all members of our community to go online by providing public access points and developing the digital skills of individuals.

• To achieve this, we will work to ensure customers know where there is public access points and available digital skills education programmes.

Digital Wellbeing

• Our aim is to continue to utilise digital technology as part of a wider support package to promote the health and wellbeing of our communities and families.

• We will promote safe digital participation within schools.

Five Corporate Objectives 5



Helping Everyone Join In

Supporting Business Growth

Customer In Control

Digital By Choice

Public Services Working Together

Five Values To Deliver The Objectives 6



. Helping Everyone Join In

We will explore opportunities to ensure the public are aware of access points and the

availability of digital skills education programmes.

We will provide our community with confidence to go online by:

• Creating community based ‘digital champions’ who will provide one to one support

within our public libraries.

• Continue to offer a range of more formal training through our adult education service.

• Support the ‘final fifth’ to get connected by providing community digital skills and

access points in Department of Works and Pensions job centres and Northumberland

County Council libraries.

Digital Communities

Deliver: Co-ordinate current public, private and voluntary sector digital access points across

Northumberland and market on the Northumberland County Council website under ‘my place’

Outcome: Support the ‘final fifth’ to get connected.

Deliver: Continue to develop an information technology learning platform for Northumberland

Schools

Continue to enhance the broadband provision to schools.

Outcome: to provides access to education resources and opportunities to communicate between

schools across the County

Explore:

Free Wi-Fi access in towns across Northumberland.

Satellite broadband in rural schools.

Prudhoe Community High School

Choppington Social Welfare Centre

Telecare independent living

equipment – linked to Valley Care

Response Team The Fuse, Prudhoe

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The business base of Northumberland is dominated by small businesses with 80%

employing less than five staff and less than 1% employing more than 250.

Driving the take up of superfast and ultrafast broadband is widely acknowledged as

a vital activity to drive economic growth and business competitiveness. It can

improve access to markets, improve productivity, encourage innovation and facilitate

new business start-ups.

Technology enables businesses to reduce costs, to automate processes and

increase business agility. Good information technology infrastructure can promote

rural economies, encourage tourism and assist in sustaining local economies. This

is essential to ensure that the Northumberland economy prospers.

Supporting Business Growth


Explore:

Where appropriate expand the use of digital practices to mobilise our workforce.

Outcome: Rationalise our facilities and reduce travel across the county, by providing real time

information through mobile devices.

Digital Places

Deliver:

Arch Digital will provide fibre broadband to 95% of premises by March 2016

Outcome: Increased broadband access. Click the hyperlink below to see the map and

speed for your address:

http://www.inorthumberland.org.uk/my-area/

Digital Growth

Deliver:

Arch Digital will provide business support to promote the use of broadband to European

Regional Development fund eligible small / medium business enterprises.

Outcome: More efficient and speedier internet access to businesses.

8






We will make it easier for residents, customers and clients to

access council services online. By 2018, we anticipate that

80% of interactions with the council will be handled digitally

with the remaining being done via telephone or face to face.

We need to understand the needs of our customers to ensure

we are delivering the right digital services.

Our customers will be able to select services to meet their

needs at a convenient time that suits them over the web. This

will make interactions quicker, simpler and more secure –

saving money and producing a better user experience.

Customers can request services, report issues and undertake

transactions online on any type of device.

. Customer In Control


Deliver:

Improve access to council services through technology.

Outcome: Make interactions quicker, simpler and transparent. This in turn will be

more cost effective allowing resources to be better utilised.

Deliver:

Implement customer satisfaction feedback (electronic).

Outcome: Customer centric approach to influence continuous improvement by

listening to their feedback.

Rothbury Library

9



Digital By Choice

Northumberland will aim to deliver well-designed services which put our customers in

control and reduce costs.

Maximising the use of digital technology will enable more choice, provide opportunities and

improve service quality. Internet access can offer a lifeline from social isolation for older

people, it can reduce exclusion and loneliness.

It can provide huge business benefits by making it easier for businesses to work with the

public sector and improve access to online markets.

We will aim to maximise channel shift to digital transactions, improve civic engagement via

digital methods and promote agile working. We can harness the power of technology to

undertake meaningful two-way consultation and engagement with our communities.


Deliver:

• Digital transactions delivery programme - transforming the end to end customer experience by a radical service

assessment and review process.

• Develop and use customer insight to shape service provision.

• Continue to make services more accessible to all, including getting the ‘final fifth’ connected and contribute to the

challenge of ‘digital where appropriate’ Welfare Reform agenda.

• Embed a culture of customer service excellence across the council and with partners.

• Expand the use of social media to gather views of residents on live issues.

Outcome:

• Ensuring customer centric service delivery.

• Quick and professional response, getting it right first time and give me what I need.

(not necessarily what I want). Including me, and give me choice.

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We will deliver digital services for our customers that are straightforward and convenient. All those who can use them

will choose to do so, whilst those who can’t are not excluded.

We will review our own organisational practices and service delivery models to ensure we deliver a streamlined

customer end to end experience. By working together we can deliver efficient, quality services, while reducing costs and

targeting resources effectively.

We will explore the use of digital technology to promote safe digital participation where appropriate.

Public Services Together

Digital Wellbeing

Explore:

Speedier, safer response to meet customer need - a multi agency approach to a shared information platform.

Expanding library van to provide digital access.


Deliver: “Single view of the customer” a central hub which all NCC systems can feed into.

Outcomes: To provide accurate corporate business intelligence to understand customer needs, better targeted resources, remove duplication and improve

real-time council wide performance management.

Deliver: Providing digital ‘eyes and ears’ - providing increased capability of front line staff to initiate/respond with business intelligence e.g. library vans

with devices to report pot holes.

Deliver: A council wide digital programme - re-engineering processes.

Outcome: To remove paper, duplication and excessive customer waiting time.

Deliver: Rationalise systems through Information Services single point of reference. Optimise current system functionality.

Outcomes: Reduce cost of unnecessary systems/licences. Remove duplication of data entry.

Deliver: Provide guidance and support on e-safety for school communities through the Northumberland e-safety strategy .

Deliver: A group of NCC staff are now accredited to design, develop and deliver online learning interventions such as webinars, virtual classroom events

and online coaching sessions.

Outcomes: Expose managers and staff to powerful and effective online learning, development , meeting and conferencing tools.

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Making It Happen…

Digital Inclusion

Access to online

services

Reduce costs and release

valuable resources

Support those people who

need our services most

Improving learning and employment opportunities

Improve economic prosperity

Advantages of being online

Digital Northumberland Programme Board (Head of Service Forum) will oversee the delivery of the

strategy. This will ensure momentum of programme delivery by the operational leads and staff

across the organisation. It is accepted that change is part of everyone’s role (NCC Competency

Framework: Creating Value and Taking Action).

For further information contact: [email protected]

Action Plan: Top Deliverables - see Appendix 1

12

https://org.evlem.net/trees/ActivityComponentTree_UI.aspx?type=Portfolio_Summary

https://org.evlem.net/trees/ActivityComponentTree_UI.aspx?type=Portfolio_Summary

mailto:[email protected]



Innovation To Date

Transforming service delivery through the corporate

gazetteers has began the process of having one

platform to pull information from different systems

across the business. This provides a single view of the

customer. It will also lead to service areas using

populated information from source to improve

performance management.

Connecting, developing and engaging a disparate

workforce across Northumberland through the

development of a virtual, integrated and

networked learning environment.

Northumberland's Learning Together portal has

created positive channel shift with over 5,000

learners regularly accessing online learning, self

managing course bookings and collaborating in a

digital community.

13



Innovation To Date

Northumberland Fire and Rescue Service (NFRS) are in an era of improved digital

communication with the going live of the Fire Mobilisation system back in November and shortly

introducing a new Incident Support Vehicle with Satellite / WiFi and 3G resilient

communications.

Operators within the vehicle will have the ability to access systems and documents hosted on

the secure network. They will also have the ability to stream live incident video images back to

the command room at the NFRS HQ.

Continue to develop and deliver Telecare services across the whole of Northumberland.

These sensors are an extension to the traditional community alarm service and offer many

new options to serve a wide range of needs.

These sensors are tailored to meet the needs of the individual and range from fall, smoke,

gas and flood detectors to sensors that can automatically switch on a light as a person gets

out of bed. The service manages the risks associated with independent living.

The aim of the sensors is to prevent accidents and falls in the home and offer customers and

their carers help and support as and when required. The Telecare system ensures that a

minor event does not turn into a crisis by making sure that when something significant

happens an alarm is automatically raised and the appropriate response is provided promptly.

Main Service user outcomes:

Maintain/enhance independence, delay/avoid care home admission.

Reduce hospital admissions, reduce the duration of hospital admission.

Support carers by helping reduce anxiety and stress.

14



Appendix 1: Top Deliverables Helping Everyone Join In: Activity By Who By When

Provide information on digital public access points.

First phase NCC i.e. Libraries across Northumberland.

Northumberland County Council

http://www.e-skills.com/using-it/go-on-uk/

http://www.archnorthumberland.co.uk/about-arch/

15/05/2015

Explore affordable broadband, digital skills (Phase 1 Ashington).

http://www.archnorthumberland.co.uk/about-arch/ 15/05/2015

Schools 360 portal going live. Enable schools to share educational resources with students and pupils across Northumberland. Northumberland County Council / Supplier 01/09/2014

Customer In Control: Activity By Who By When

Implement and review customer electronic satisfaction feedback. Northumberland County Council 01/12/2014

Supporting Business Growth: Activity By Who By When

Increase levels of small business broadband take up and deliver comprehensive digital business support.

(Evidence required of additional take up and support offered)

http://www.archnorthumberland.co.uk/about-arch/ 08/05/2017

Deliver 95% fibre broadband across Northumberland.

British Telecom 31/03/2016

Deliver a minimum of 2Mbps to all premises within the county.

British Telecom 31/03/2016

Digital By Choice: Activity By Who By When

Deliver initial phase on “Digital Transactions Delivery Programme” (Customer Services) in line with milestones identified on

programme plan on Execview programme / project management tool.

Northumberland County Council 01/04/2015

Review of Northumberland County Council Website.


Public Services Working Together: Activity By Who By When

Implement Electronic Document Management System.


Provide an overview of all systems across Wellbeing and Community Health Service. Create a system administrator lead group

to monitor, review and manage systems corporately.


Agile Working (Phase 1 Wellbeing and Community Health Services). Northumberland County Council 15/05/2015

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Our Partners We are working as a family of services with these organisations - benefiting everyone in Northumberland.

Acknowledgements for photographs: King Edward VI School Student, Shauni Graham , Northumberland County Council, Alistair Bennett, Andrew Bryson

Photography

16

Documents

NCC Powerpoint Template - …committeedocs.northumberland.gov.uk/MeetingDocs/7129_M980.pdf · Deliver: A group of NCC staff are now accredited to design, develop and deliver online