Creating a successful collaborative community: Creating a successful collaborative community Steve Pennant, London Connects Public Sector IT Connect 12 Sep 2006


Overview: Overview Introduction to London Connects Developing collaborative approaches and achieving economies of scale. Creating structures and systems that make it easier to manage and control collaborative partnerships London Connects Examples Harmonising channels and technologies to deliver collaborative working Ensuring that service levels remains consistent across organisational boundaries


London Connects BoardJointly Owned by Boroughs and GLA: London Connects Board Jointly Owned by Boroughs and GLA Mayor Steve Bullock Chair ALG Labour Joanne McCartney Vice-Chair GLA Assembly Member Cllr David Campion ALG Conservative Cllr Nick Stanton ALG Liberal Democrat Martin Pilgrim ALG Chief Executive Janet Worth GLA Resources Director Ailsa Beaton Director of Information Metropolitan Police Dave Burbage Chief Executive Newham David Hiller (designate) Director Transport for London Kevin Jarrold NHS Connecting for Health London (Non-executive)


London Connects programme: London Connects programme Mirrors national transforming government strategy Services for Londoners Shared Effectiveness London’s Future Collaborative use and understanding of technology to improve services or reduce costs Original programme and latest update always on www.londonconnects.gov.uk/about_us.cfm


Services for Londoners: Services for Londoners


Shared Effectiveness: Shared Effectiveness


London’s Future: London’s Future


Developing collaborative approaches: Developing collaborative approaches Understand the options - Structures for Collaboration and Shared Services, DCLG June 2006 Legal Framework Models for Shared Services Legal Models for Shared Service Deliver Models


Developing collaborative approaches: Developing collaborative approaches Legal Framework: Section 101 of the Local Government Act 1972 Section 19 of the Local Government Act 2000 Section 2 of the Local Government Act 2000 Local Government Act 2003 – Trading and Charging Local Government and Housing Act 1989 EU procurement legislation Structures for Collaboration and Shared Services DCLG June 2006


Developing collaborative approaches: Developing collaborative approaches Centralisation and standardisation within a single local authority e.g. shared personnel and HR activities Collaboration between authorities on strategic approaches Collaboration for Better Service Delivery, Sharing Expertise, Cost Reduction and Procurement Franchise approaches Joint service delivery between local authorities Joint service delivery between different types of public body Commercial trading for the profitable exploitation of assets, skills or location to provide income generation for the benefit of the initiating authority or authorities Commercial trading in partnership with a private sector partner Structures for Collaboration and Shared Services DCLG June 2006 Models (evolutionary steps?) for shared services,


Selecting shared services – relatively low risk areas: Selecting shared services – relatively low risk areas London Centre of Excellence Shared Services Report OPM – June 2006


Slide12: London Centre of Excellence Shared Services Report OPM – June 2006 Shared Services – Overcoming Barriers


Slide13: Sign Video Contact Centre Now used by GLA and more than 10 boroughs and growing SignVideo service is open from 9am to 5pm on working days Rapid access to a Sign Language interpreter is guaranteed No advance booking is required ODPM e-innovation, Supported by www.signvideo.co.uk


SignVideo Contact CentreLessons learned: SignVideo Contact Centre Lessons learned Benefits easy to understand Cheaper and quicker than hiring sign language interpreters; Provides deaf people with access to services; Insufficient demand within one authority for their own SignVideo contact centre; Owner for operation service identified – Significan’t ODPM e-innovations project – GLA lead authority


SignVideo Contact Centre: SignVideo Contact Centre Using London Centre of Excellence Shared Services Report OPM – June 2006


Services for Londonerswww.yourlondon.gov.uk: Services for Londoners www.yourlondon.gov.uk Search public sector jobs across London Database of London parks and open spaces Integration with TfL journey planner Community organisation search (partnership with London Voluntary Services Council) Street scene reporting forms - input is passed directly to local Borough for action School Admissions


Your London: Your London Using London Centre of Excellence Shared Services Report OPM – June 2006


Shared InfrastructureLondon Public Services Network: Shared Infrastructure London Public Services Network Outline business case distributed to potential partners – uses spare capacity in the London Grid for Learning Secure and efficient inter-borough communications Gateway connections with the NHS (N3) and wider community (Government Connect – 25% discount on partnerships >12) Infrastructure resilience to meet Civil Contingencies Act


London Public Service Network: London Public Service Network Using London Centre of Excellence Shared Services Report OPM – June 2006


Survey – Out of Hours: Survey – Out of Hours 22 London Authorities participated in the survey All have a call centre or centres Many operate extended hours M-F & Sat. Average call centre: 75 seats 750,000 calls p.a


Survey findings – Out of Hours: Survey findings – Out of Hours Variety of arrangements – few are call centres Average OOH operation: 30,700 calls p.a. 10 staff (1-3 on duty) 115 hours per week


Survey – analysis & conclusions: Survey – analysis & conclusions Joint service is viable for London authorities Major opportunities for economies Strong business case Borough operations largely not reviewed Use of IT & telecomms. largely underdeveloped BUT major issues to be tackled e.g. Particular services – e.g. Soc.Serv, community alarms Local implementation issues ‘Scripted’ or ‘intelligent’ service?


Out of Hours Call Service: Out of Hours Call Service Using London Centre of Excellence Shared Services Report OPM – June 2006


Harmonising channels and technologies: Harmonising channels and technologies Your London – Local DirectGov- same technique for focussing web services on the customer London Smart Card ambition - single token for transport, library, school, leisure centre and parking Call services – examples of 101, Out of Hours but significant barriers of service level standards, back office links, different CRMs, accountability and allocation of costs


Slide26: London Connects Strategy channels and technologies


Consistent Service Levels: Consistent Service Levels First challenge- May not have customer or political backing Second challenge – measuring service performance levels Benchmarking Customer Services for London Group CIPFA CPA Major issue for shared services


Summary: Summary Develop trust and relationships before partnerships work; Agree performance levels with partners early on; Consider operational governance from the outset; References: Structures for Collaboration and Shared Services DCLG www.communities.gov.uk London Centre of Excellence Shared Services Report OPM www.lcpe.gov.uk