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Liverpool City Council From Seaport to E-port Liverpool City Council From Seaport to E-port

Liverpool City Council • Population of 450, 000 people – Largest of five Councils 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) • 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)

Approach to e-enablement 1 a Efficiency and effectiveness strategy - Thin and thick enablement Approach to e-enablement 1 a Efficiency and effectiveness strategy - Thin and thick enablement 3 “thick e-enablement” of services through deployment of eenablement engine to expand electronic service delivery post 2004 2 “thin e-enablement” of services to meet 2004 target 1 Identify & define all services Vision Multi-access channel electronic service delivery delivered through replicatable solutions and underpinned by automated and joined up back office business processes

 • E-gov Strategy • 1 b Identify and define all services - 771 • E-gov Strategy • 1 b Identify and define all services - 771 services identified across 5 Portfolios

E-Enablement Engine Core Components • Corporate Workflow • Customer & Property Database Management system 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 Service Improvement • Leveraging technology • Provide improved access to Council services Benefits Cost Service Improvement • Leveraging technology • Provide improved access to Council services • Meet IEG Targets • • Maximise common components Increasing efficiencies in delivery processes • Minimise duplication of development • Work together – common strategy • Maximise e-enablement opportunities • An holistic approach • Dynamic delivery approach

Where are we now? • Thin e-enablement efficient – 100% delivered by December 2004 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 Services ----------- Web Email ----------- SMS IDTV Customer Contact Self Service – Internet Led Services ----------- Web Email ----------- SMS IDTV Thick e-enablement supporting this CC OSS Resolution Centre S/Card ---------------------- Kiosks Mediated / Supported

The customer - the only reason we are here • First point of contact 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