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ITEM EX7

EXECUTIVE – 28 MAY 2002

"RAISING OUR PERFORMANCE" THROUGH E-GOVERNMENT

Report by E-Government Advisor

Introduction

  1. This report summarises the action taken to implement approved strategies for raising performance through electronic service delivery (e-government), refers to research undertaken by consultants on the development of a contact centre (referred to in the consultant’s report as an integrated access point) and outlines the Government’s recent consultation document proposing a national strategy for local e-government (copies of the documents are available from the contact officer).

  2. It concludes that the effective implementation of the e-government agenda and the development of a contact centre involves a complex range of issues and proposes the preparation of a business case and programme plan, as part of a formal business planning framework, for consideration by the Executive in the Autumn and linked to the policy and budget planning process.

    3. Implementation of existing strategies

  3. The County Council’s approved four year plan for "Raising our Performance" outlines proposals for modernizing service delivery and promises to:

    • redesign services around the citizens;

    • make services more accessible for all;

    • use technology to break down social exclusion (the "digital divide");

    • support working in partnership with other agencies;

    • promote democratic accountability.

  1. Oxfordshire’s Implementing Electronic Government (IEG) statement approved by the Department of Transport, Local Government and the Regions (DTLR) in Autumn 2001 and the Oxfordshire Plan for 2002/03 onwards contain initiatives to translate these proposals into action.

  2. The approved budget strategy for 2002/03 onwards:

    • gives commitment to the development of a broadband network;

    • expresses a belief that the public would benefit from the development of a contact centre to improve public access to services provided by the County Council and other partners and indicates that progress should be by a carefully costed implementation plan based on initial pilot schemes;

    • identifies a need to develop a coherent ICT (Information and Communications Technology) strategy across the County Council and asks service departments to bring forward plans to finance proposed ICT initiatives within a corporate framework.

  1. Action has been taken to implement these plans and:

    • develop the Oxfordshire Community Network (Broadband);

    • introduce new or upgraded management information systems ;

    • prepare a new website;

    • enhance partnership arrangements with District Councils, the health sector and the Police;

    • engage PA Consulting to undertake a review of Strategic ICT;

    • commission PA Consulting to help develop a business planning framework for e-government and the provision of one or more contact centres.

National strategy for local e-government

  1. In April 2002 the DTLR and the Local Government Association published a consultation document "e-government @ local" which sets out proposals for a national strategy for local e-government. This will be supplemented by a consultation paper on e-democracy in the near future.

  2. The national strategy focuses on a proposed partnership between local and central government to ensure that implementation takes place within a national framework of standards, expectations, infrastructure and support.

  3. It proposes a delivery model for local government which:

    • uses building blocks to help the development of local e-government;

    • joins up local and national priorities;

    • utilizes a national programme covering standards, specialist support and pathfinder products;

    • proposes the use of a self-assessment process backed by learning material;

    • sets seven critical success factors.

Contact centre / integrated access point

  1. The discussion document prepared by PA Consulting on a contact centre/integrated access point is based on evidence obtained during a series of workshops and one to one discussions. It proposes a series of transitional projects in the current year to help build the case for one or more contact centres, capitalizing on existing service points e.g. one stop shops and libraries etc. It proposes a number of key actions which the County Council needs to take into account if it is to meet the Governments’ target for all services to have the capability of electronic service delivery by 2005.

    2. Officer views

  2. The County Council’s Management Team (CCMT) has considered these documents and concluded that a business case and programme plan for the implementation of the e-government agenda and the development of a contact centre should be prepared for consideration by the Executive in the Autumn as part of a formal business planning framework linked to the planning and budget process.

  3. This will enable the organisation to consider the national strategy and advice from consultants in more detail and:

    • learn from the transitional projects and take advantage of best practice elsewhere;

    • address change management issues;

    • integrate existing projects and systems e.g. MIS, OCN, Website into the programme plan;

    • ensure compliance with policies on information management, data protection, freedom for information and security and disaster planning;

    • address human resource issues including training, retraining and recruitment procedures;

    • build competence and capacity;

    • develop an "access" strategy taking account of future developments relating to smart cards, kiosks, digital TV etc;

    • ensure all aspects of the e-government strategy take account of social exclusion issues;

    • take account of developments relating to e-learning, e-democracy, e-market place, e-commerce, e-members, e-workplace etc;

    • investigate funding options;

    • identify the potential return on investment and

    • develop partnership arrangements.

  1. CCMT has agreed a number of priority actions which are now being implemented. These will contribute to the planning process and ensure the County Council meets Government targets for the current year. Additionally CCMT have suggested that a seminar for elected members and senior officers is arranged for the Autumn and have identified issues relating to partnership working and the use of consultancy for consideration by the Executive at this meeting.

    2. Partnership working

  2. The draft national strategy for e-government refers to the importance of partnership working between local authorities, particularly in two tier areas. It suggests e-government strategy should be linked to community planning and emphasizes the role a local strategic partnership can play in establishing a framework for future development.

  3. The research undertaken by PA Consulting (which included 1-1 discussions with Chief Executives of District Councils – or their representatives) proposes the formation of a joint venture public partnership with the district councils for the development of one or more contact centres (integrated access points) and related e-government initiatives.

  4. The Executive is asked to authorize officers to pursue the principle of a joint venture public partnership arrangement with the district councils to help inform the preparation of the business case and programme plan.

    5. Consultancy

  5. External consultancy to supplement the existing skills base is needed to help with the implementation of approved activities for the current year and assist in the preparation of the business case. Approval is sought to invite tenders for the provision of consultancy in the current year.

    6. Financial Implications

  6. There are no additional costs arising directly from this report. The costs of consultancy will be met from existing budgetary provision.

    7. RECOMMENDATIONS

  7. The Executive is RECOMMENDED to:

    1. authorize relevant officers to pursue the principle of a joint venture public partnership arrangement with the district councils for the development of one or more contact centres (integrated access point(s)) and related e-government initiatives, capitalizing on existing service points throughout the county;

    2. agree to invite tenders for the provision of external consultancy for the current year;

    3. request officers to arrange a seminar for elected members and senior officers in the Autumn.

DAVID SIBBERT
E-Government Advisor

Background papers: Discussion document: "Integrated Access Point" prepared by PA Consulting (April 2002)

Contact Officer: David Sibbert, Tel: (01865) 816018

15 May 2002

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