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How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
How Digital TransformationIncreases Productivity and Service Levels
4 public sector success stories
July 2015
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Contents
The need for digital change
Delivering better service levels and productivity
The 3 steps to transformation
4 success stories: Transforming employee productivityand service levels
Introducing Trustmarque
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4
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How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
The need for digital change
Digital is becoming more commonplace within many public sector organisations.
The office for National Statistics reports that over 84% of the UK population – that’s 22 million households – has access to the Internet1. Combined with the UK Government recently releasing a revised 18-point strategy for online services2 to ensure digital teams build high quality government services, digital is here to stay.
We are already seeing many local authorities and public sector organisations pushing the boundaries of digital innovation, not only to enhance their online presence, but to make their services easier to use for citizens, accessible anywhere, from any device at any time.
Yet it’s not just citizens who can enjoy these simplified, more efficient processes. Public sector organisations need to look internally too; to make processes more efficient; to make sensitive date more secure; to increase agility and support a mobile workforce, in order to offer a truly superior service for citizens.
Yet faced with budget pressures, driving digital transformation still represents a major challenge for many.
1. Digital Efficiency Report, http://www.ons.gov.uk/ons/rel/rdit2/internet-access---households-and-individuals/2014/stb-ia-2014.html
2. Digital by Default Service Standard, https://www.gov.uk/service-manual/digital-by-default
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Delivering better service levels andproductivity
Digital transformation poses a great opportunity for public sector organisations looking to streamline their back-end processes, increase productivity and improve service levels.
The benefits of a digital switch are becoming more meaningful and organisations are not only experiencing significant cost savings, but through robust, flexible IT infrastructures, are seeing vast improvements in workplace efficiency too.
Key areas identified for delivering better service levels and productivity:
Mobility
Tools and applications that can be accessed from anywhere, on any device, allowing for a totally connected and always-on ‘digital workplace’ is a versatile business asset. It not only provides employees with a greater opportunity to work away from the office in an ‘extended working environment’, it can help support the employment, development and retention of increasingly agile teams and ensure documents, data and files are kept up to date in real-time. An ‘always-on’ workforce offers the freedom to allocate resources elsewhere, in other words, away from their desks. This empowers staff to focus on high value face-to-face interactions and relationship building, which in turn delivers a superior citizen service.
78% of local authorities cite legacy systems and ICT infrastructure as the biggest barrier to digital transformation3.
One example of the many benefits of mobility is the improved capacity for social workers to access documents remotely during house visits, without having to return to the office to access and update important files.
3. Local Digital Today Report, http://www.computerweekly.com/news/2240207794/Legacy-IT-preventing-councils-from- delivering-better-digital-services
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Scalability
A shift to the Cloud provides numerous benefits for most companies, but where public sector service providers can particularly benefit is the flexibility offered by Cloud services. With the Cloud, payments are based on usage, saving money; as you access scalable performance on demand. In other words, power when you need it, less when you don’t, generating significant economies of scale.
To provide an on-premise infrastructure capable of dealing with these spikes of activity would be costly, but the Cloud provides the flexibility to scale up during periods of increased pressure, whether predictable or unpredictable, and to scale down again to a standard level when your usage settles down.
Council systems are often subject to surges of activity; if there are extreme weather conditions and schools are forced to close for the day, the website and contact centre systems are hit hard. Human Resources departments regularly see increased pressure at month end whilst processing pay. A scalable Cloud solution handles these spikes and allows you to be more cost-effective.
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Sources of savings from digitisation, by estimated % of total saving
Staff costs
Accommodation
Print and postageIT and equipment
78%
12%
7%4%
Efficiencies
Many of the transactions that take place between government bodies (such as exchanges of information within the criminal justice system) and those which relate to ‘back office’ functions, such as accounting or recruitment, are currently paper-based and run on a large scale. As already experienced with public-facing transactional services, the shift to digitisation internally will significantly reduce manual processes, raising the possibility of future digital efficiency savings.
It is predicted that savings are likely to arise from four key areas: the reduced staff time involved in processing digital transactions compared to offline alternatives; estates and accommodation; postage, packaging and materials, as well as the costs of supporting IT systems4.
Digitisation is also likely to reduce the risk of failed transactions, and therefore the business cost of having to go through the same process multiple times.
Digital transformation embraces emerging technologies for the public sector, such as Microsoft SharePoint for file sharing and Skype for Business for video conferencing. With better lines of communication, this offers not only the ability to be more agile and to work faster, but delivers a streamlined, modern workplace that encourages greater employee collaboration and improves staff satisfaction.
4. Digital Efiiciency Report, https://www.gov.uk/government/publications/digital-efficiency-report/digital-efficiency-report
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
The 3 steps to transformation
There are fewer steps to IT transformation than you think. Trustmarque has simplified the process down to three key stages, each one adapted to suit an organisation’s individual needs.
Step 1: Discovery
Through discovery workshops, Trustmarque will work with you to define your current IT, the requirements of your organisation and the current situation of staff knowledge, processes and infrastructure to devise a plan to tackle the digital transformation plan.
Step 2: Design
Once the consultancy and planning phase is complete, a solution that best fits the output from the discovery phase is drafted. An initial baseline concept is created, fully aligned with the technical requirements and the strategic goals of your organisation. We then deliver a proof-of-concept to demonstrate the project feasibility and determine that the technology satisfies requirements. From there we then go on to build a clear business case.
• Consultancy workshops: forming a collaboration with your team to start a calculated plan, as opposed to directing from the side-lines
• State of readiness and maturity assessment: assess the current business and infrastructure and understand where an organisation is on its transformation journey
• Identify individual business challenges: discover requirements and opportunities to determine the objectives for the solution
• Build a roadmap: define future strategy with independent advice• Provide a clear picture of best options• Focusing on solutions: Never recommending anything that doesn’t have a fully-costed
implementation plan with practical consultancy
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Step 3: Deliver
We collaborate with employees, taking them through the implementation process step-by-step, to work through any issues that may occur, as well as allowing for self-sufficiency at the end of the project. We ensure our IT solutions are deployed on time and to budget with minimal disruption to on-going operations.
Once the plan is rolled out, Trustmarque can provide on-going support, working through any teething problems that may occur and then innovate beyond that.
• Programme of work to be completed• Step-by-step implementation, complementing existing
programmes• Working to budget and time constraints• Complement existing IT and infrastructure• Quick and responsive turnaround
• Ongoing and robust support if required• Ensure appropriate service levels are implemented • Dealing with the impact of new technology• Managing risk and compliance• Improving service delivery• Responding to end-user needs
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Case Studies
Many UK companies across a variety of industries have already successfully achieved digital transformation with Trustmarque. This white paper focuses on public sector organisations where Trustmarque has helped to make the process easy and cost-effective, ranging from transportation to education and local government authorities, to streamline and simplify services and IT operations.
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Local Government: Coventry City Council
Coventry City Council is a local authority committed to regenerating the city. The Council also juggles multiple responsibilities on behalf of its citizens, from facilitating social care, organising recycling, running the libraries and processing school applications, whilst, like many councils, facing challenging budget pressures.
Supporting almost 600 systems, the Council wanted to make better use of its existing IT technology in order to make processes more efficient and integrated, as well as generate significant cost reductions. It was also looking to facilitate a modern, mobile workforce with increased agility, unified communication tools and electronic document management all underpinned by a robust, ever present IT infrastructure. And above all, it required impartial advice regarding Cloud data security, as it stores large amounts of sensitive information which need to be hosted securely.
Solution
As the Council already had many Microsoft products in place and were in the process of migrating to Office 365 and SharePoint, Trustmarque introduced Coventry City Council to Microsoft Azure, and designed a fit-for-purpose and re-usable Azure pilot. Several workshops were arranged for the Council to get to grips with how Azure could be integrated and used for maximum support, including improved workforce efficiency, scalability, increased resilience and agility.
OutcomeTwo-way discussions and workshops have rendered Coventry City Council well-informed and able to make the right investments for the future. It has worked through possible scenarios tailored to their unique organisational needs, and has analysed evidence of Azure in action. The consultancy approach offered by Trustmarque represented value for money, and Coventry City Council felt that they had received an open and transparent service.
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Transportation: Tube Lines
Tube Lines, a subsidiary of Transport for London, is responsible for the maintenance and management of London’s extensive underground tunnel infrastructure. The delivery of this responsibility requires a large workforce of engineers to complete onsite assessments and maintenance. A critical component of fulfilling these tasks is the availability of up-to-date technical documentation.
Historically, these teams required hardcopies to use on site. However, Tube Lines were seeking a solution to reduce the cost of overheads and time spent providing hard copies from their SharePoint document management solution and keeping them up to date. They also wanted a mobile, automated solution to effectively manage the increasing use of tablet devices across the organisation.
Solution
With extensive SharePoint integration expertise, Trustmarque quickly defined a solution to enable tablet devices to synchronise with the document management system. With its intuitive interface designed to simplify synchronisation and improve the consumption of the documents off line, documents could be updated in real-time.
OutcomeWith this efficient process managing documents and mobility, Tube Lines is now able to support its engineers with up-to-date documentation without the need to physically replace hard copy documents, improving productivity and reducing costs.
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
The University of Warwick was looking at developing a new Human Resources (HR) system to replace the complex and time-consuming paper-based forms and legacy processes with a system that made better use of data sharing and self-service innovations.
Solution
Trustmarque worked with the University to design and implement a solution that allowed employees to submit HR recruitment requests via an online form as well as handling supporting documentation securely and efficiently.
The new solution uses the University’s Office 365 investment to make the most of existing resources. Trustmarque also introduced InfoPath 2013 for capturing and storing the requested content. While the University already had SharePoint, it required guidance as to how to develop the existing facility. SharePoint workflows were utilised to improved effect to alert relevant members of staff that new requests had been raised, and to extract key content from those requests.
OutcomeThe ability to share data has simplified the recruitment process. The solution delivered by Trustmarque has truly modernised the submission process and significantly reduced the amount of time and effort staff were spending submitting requests to HR. The HR team also knows that confidential information data remains secure.
Education: University of Warwick
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Local Government: Coventry and Warwickshire Growth Hub
The Coventry and Warwickshire Growth Hub provides tailored support, advice and guidance to help local businesses grow by offering facilities and access to networking events.
As a publically funded project, the Growth Hub needed a well-established data system to evidence its own achievements and track progress - as well as those businesses it supports. However, without a centralised system, information was collected on a variety of disparate spreadsheets and lacked consistency. The Growth Hub needed a platform for recording activities and interaction, developing a set of Key Performance Indicators (KPIs), tracking progress according to different variables as well as a solution that could handle more efficient data collection.
Solution
Trustmarque helped the Growth Hub to develop a Microsoft Dynamics CRM system. Together, they designed a flexible online solution, which could be adapted according to changing business needs. A consultative approach to providing the solution meant that the Growth Hub was empowered to make informed decisions and plan for the future, avoiding potential difficulties.
OutcomeThe ability to report on performance was paramount to the project and the Growth Hub is now seeing the benefits of efficient reporting and faster processes. The tracking of KPIs has improved overall following the implementation of the CRM and the team’s performance is considerably better documented.
How Digital Transformation Increases Productivity and Service Levels
0845 2101 5000203 735 3000
Introducing Trustmarque
Trustmarque has more than 25 years’ experience delivering exceptional IT services to major organisations in both the private and public sectors including the NHS, financial services companies and government agencies.
Our customer collaboration approach to digital transformation sets us apart from the rest. We allow organisations to make the most of the infrastructure and IT that they already have, rather than attempting to sell expensive communications unnecessarily.
For more information, please visit: http://www.trustmarque.com
Contact Us
To contact us, visit http://www.trustmarque.com/contact or give us a call on 0845 2101 500.
